Danny Werfel, managing director and partner at Boston Consulting Group, and Robert Shea, principal at Grant Thornton Public Sector, discuss the role of the President’s Management Agenda and lasting implementations made by prior presidencies.
Dr. David Shulkin, former Secretary of Veterans Affairs, reflects on his time in the role, and explains his views on “politicizing” the VA.
Ken Fletcher, president of the Association for Federal Enterprise Risk Management, and Sean Vineyard, vice president for Advancement & Outreach at AFERM, discuss the adoption of Enterprise Risk Management in government, and why it’s important to maintain continuity.
Michelle Cartagena, director of customer service at the Transportation Security Administration, outlines the agency’s new approach to customer experience, and how the latest OMB Circular A-11 changed the conversation.
Emily Murphy, administrator of the General Services Administration, discusses her agency’s big achievements, and why GSA is a “jigsaw puzzle.”
Barbara Morton, deputy chief customer officer at the Department of Veterans Affairs, details how the department is improving resources to serve veterans more efficiently, and the factors needed to implement these changes.
Meroe Park, executive vice president of the Partnership for Public Service, and Kathy Conrad, director of digital government at Accenture Federal Services, discuss findings about the state of customer experience in government, and how agencies can improve CX across their enterprise.
