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Management Matters

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The lasting impact of the President’s Management Agenda

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.

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Reflections on serving as Secretary of the Department of Veterans Affairs

Dr. David Shulkin, former Secretary of Veterans Affairs, reflects on his time in the role, and explains his views on “politicizing” the VA.

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Enterprise Risk Management’s maturity model stage

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.

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Customer experience strategy at TSA

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.

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GSA’s focus on the “end state”

Emily Murphy, administrator of the General Services Administration, discusses her agency’s big achievements, and why GSA is a “jigsaw puzzle.”

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Trends in customer experience at the Department of Veterans Affairs

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.

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Improving customer experience across government agencies

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.

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