The CX Tipping Point®

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EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl Sep 20, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program. Bob shared his journey on returning to government service due to his commitment to the mission of government and the personal satisfaction from working in the government.

Bob Kayl is a 2023 Service to the Citizen Award winner for his work in DHA’s creation of almost 40 native mobile applications, seven progressive web applications, two virtual reality applications, and projects focused on knowledge management and collaboration. The applications cover categories such as patient health, provider tools, personnel readiness, and organizational management.

Bob was recognized for his innovative approaches to enabling active-duty service members, clinicians, veterans, and families to access digital services to meet their healthcare needs. His organization also manages health.mil and tricare.mil. Learn more about his efforts in:

Knowledge management
Cybersecurity including his approach to ethical hacking
Drive for innovation to improve the experience their users are having when accessing these websites for their healthcare needs.

You can learn more about Robert Kayl’s Service to the Citizen award here.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

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EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech Aug 15, 2023

Show notes

In this episode of The CX Tipping Point, Martha Dorris spoke to Dr. Anne Utech, the National Director for the Nutrition and Food Services at the Department of Veterans Affairs. Dr. Utech describes her journey at VA, leveraging her experience and expertise in diet and nutrition to serve veterans. Her passion and enthusiasm for the impact that VA’s nutrition and food services programs have had on veterans is inspiring. Dr. Utech is a 2023 Service to the Citizen Award winner for the Type 2 Diabetes pilot, which resulted in sustained blood sugar control, medication reduction, weight loss, diabetes reversal and improved cardiometabolic health.

In this discussion, Dr. Utech described:

How VA’s voice of veteran program was instrumental in understanding the veterans’ needs and developing the program
The use of data to make decisions regarding veterans’ health, included in the Type 2 Diabetes program
Future health and nutrition services efforts to continue improving the health and well being of veterans through nutrition

Dr. Utech's work addresses the urgent issue of diabetes among Veterans and has a significant impact on public health. It sets a new standard for diabetes care, challenges clinical objectives, and serves as a model for federal diabetes policy.

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EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius Jul 11, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committee. Matt’s extensive experience and expertise in information technology (IT) modernization, cybersecurity and identity management at the General Services Administration, the Office of Management and Budget, the Alliance for Digital Innovation and the Senate gives him a unique perspective on how to enable agencies to improve the services they deliver to their customers. He believes that CX is ripe for bi-partisan, bi-cameral action. Both sides get it.

In addition, Matt shares:

Why customer experience is important to improving trust in government from varied experience and expertise.
How his experience informed his decisions while serving as the Senior Staff to Chairman Gary Peters.
His perspective on the importance of IT modernization and cybersecurity to improving the experience customers have when interacting with the government.
The similarities between CX and cybersecurity in its maturation in government.
How to leverage Congress in moving the needle in service delivery.

“People should feel well served by its government,” said Matt. I love those words.

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EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul Jun 13, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises, such as housing issues that were impacted by Hurricane Katrina or the banking crisis of 2009.

As demonstrated during the pandemic, having a modern infrastructure enabled USDA to deliver services to employees and customers quickly and effectively. As everyone worked and lived remotely, digital services were a must. Transforming services to be entirely digital requires the integration of a modern information technology network and infrastructure and an understanding of your customers and their needs and expectations. CIOs should partner with other members of the C-suite to build flexibility and resilience into the operations of an agency.
Specifically, in this episode, Bajinder shared his insights into:

How a modern technology infrastructure impacts the services delivered to the public and employees
The connection between and importance of the use of emerging technology to improving efficiency thereby improving the employee’s experience and engagement
How CIOs and CX officials should partner to deliver internal and external services
How industry can partner with federal CIOs to deliver services to their internal and external customers
How companies can prepare to meet with federal CIOs

Bajinder is currently the Founder and CEO of Bajinder Advisory Services and can be contacted at bpaulx@gmail.com

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EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov May 09, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the intergovernmental, government/industry team that supports Recreation.gov. Recreation.gov, also known as rec.gov, provides a one-stop shop for the public to access tools, services and information on 4,200 facilities and activities and over 113,000 individual reservable sites across the country. Thirteen federal agencies participate and contribute to Recreation.gov. Their customers are not only the public but the agencies that trust them with their content and represent their events and activities.

In this podcast, we discussed:

The lessons that they have learned governing, managing and funding a cross-agency program for 25 years.
How the government and industry has partnered to achieve a common vision
How Recreation.gov uses feedback in many different forms to inform their decisions
How Recreation.gov integrates delivery channels to provide consistent information across channels

Recreation.gov can be learned from as the government rolls our priority life events.
This episode is sponsored by Teleperformance/Senture.

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EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan Apr 18, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris talked with John Riordan, a leadership development consultant, coach and trainer of executives in government and industry. John shares his insights from coaching hundreds of people, many of which were transitioning into the senior executive service. The Federal government’s focus on improving government services through improved customer experience can be a disrupter with challenges in driving change. Leaders can make the difference in the services that the government delivers.

During this conversation, John shared:

What the qualities and skills of a transformational leader are
How leaders can drive change while overcoming challenges
How leaders can improve employee engagement
How can a leader lead from the middle
The impact of COVID-19 on the future of work and how to manage a remote team effectively

John works closely with individuals and teams across the Federal government. He can be reached at jr@johnriordan.com.

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EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs Mar 28, 2023

Show notes

With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Customer experience is the perception that your customers have when interacting with your organization. This experience is driven by the ease, efficiency and usefulness of the interaction along with the important trust factor. Trust is built by securely delivering day in and day out what you promise, while protecting the customers privacy.

Today we will explore how cyber and customer experience are both critical and necessary to be integrated to build trust in government. In this session, you will learn:

How cybersecurity services can improve through the adoption of a customer-centric mindset and through CX strategies and practices
How agencies can learn from their cyber best practices when integrating these CX strategies and practices
The importance of balancing cyber and CX when designing and developing systems and services

Learn from Jonathan Kraden, Customer Experience Section Chief at the Cybersecurity and Infrastructure Security Agency; and Joe Jeter, Senior Vice President, Technology, John Mandell, Managing Director, National Security Practice, and MaryAnn Monroe, Senior Director for Total Experience Services and Solutions from Maximus Federal.
This episode is sponsored by Maximus Federal.

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EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara Feb 14, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Noel Hara, the Chief Technology Officer for the NTT Data’s Public Sector. Noel was selected as a 2022 Service to the Citizen Award winner for his efforts to leverage an application to track Covid-19 infection rates to help bring students from K-12 and colleges back into the classroom at the height of the pandemic.
Noel explained what inspired him to take on this effort and how it enabled students to return to the classroom. This was a great example of leveraging existing resources for further good. You will also learn how he got buy-in within his company.

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EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe Jan 10, 2023

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Government’s focus on delivering a digital first customer experience, but not digital only. In this discussion, they described how digital first but not digital only should be implemented to deliver equitable and inclusive experiences to employees and government customers (e.g., public) when interacting with the government. We described the purpose of driving towards digital first - the benefits to the public, to employees and to the government. While ensuring that all services can be accessed via digital channels, some people don’t have access to digital channels or can’t use digital channels because of language, disabilities, or technology factors.

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