Danny Werfel, Managing Director and partner at the Boston Consulting Group, details efforts at the IRS to improve customer experience, and promote the Free File program.
Dr. Richard Stone, executive in charge of the Veterans Health Administration, discusses the agency’s recent successes, and how they’re rethinking customer experience for the veterans they serve.
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.
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.
Nick Sinai, venture partner at Insight Partners, discusses what the Army’s data strategy might look like, and how agencies are looking to improve customer experience
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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