In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Kimberly Walton, formerly the Executive Assistant Administrator for Enterprise Support. Throughout her career, Kimberly has focused her efforts to create a diverse and inclusive workforce. Today, she leads her own consultancy focusing on diversity, equity, inclusion and accessibility (DEIA).  In most cases, DEIA is rattled off in a string as if they are all the same thing. Kimberly defined each of these areas and why they are an important element to delivering services to customers. President Biden signed Executive Order 13985 on “Advancing Racial Equity and Support for Underserved Communities through the Federal Government,” on his first day in office.  In addition, DEIA and the Administration’s priorities around empowering employees and delivering excellent, equitable and secure federal services are inextricably intertwined.  Kimberly shared her expertise on the importance of a maturity matrix as a way to identify gaps and provide a roadmap for agencies.  In the past, diversity and inclusion were primarily discussed in terms of employees but this Administration applies DEIA issues to the way the government delivers services.  DEIA issues were critical as the Transportation Security Administration (TSA) conducted their screenings in airports. Learn what Kimberly recommends for agencies when addressing their DEIA issues.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! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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