In this episode of “The CX Tipping Point Podcast,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies.  The included:Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (VA)Niki French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security (DHS)Simchah Suveyke-Bogin, Chief Customer Experience Officer, US Department of Agriculture (USDA) Ken Corbin, Chief Taxpayer Experience Officer and Commissioner for Wage and Investment , Internal Revenue Service (IRS), Department of the TreasuryKimberly Baldwin-Sparks, Chief Business Officer, Social Security AdministrationBianca Fitzpatrick, Deputy Chief, Digital Services Division, US Citizenship and Immigration Service (USCIS), DHSLaShonda Hodge, Customer Experience (CX) Lead, IT Modernization Centers of Excellence, General Services Administration (GSA) In this podcast, learn how the Government’s Customer Experience (GovCX) Framework is interconnected and complementary.  The GovCX Framework includes the:President’s Management AgendaExecutive Order 14058, Transforming Federal Customer Experience and Improving Service Delivery to Rebuild Trust in Government signed on December 13, 2021Section 280 of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery and 21st Century Integrated Digital Experience Act (IDEA), passed in December 2018How has the GovCX Framework accelerated the focus on transforming government services that put people at the center and delivering digital first but not digital only services to all? The agencies represented on this episode of the podcast serve hundreds of millions of people across the country and around the world. These include serving veterans, their families, caregivers and survivors; taxpayers, small and large businesses; beneficiaries of social security; farmers, ranchers and producers; families, immigrants; the traveling public; and more.  Every HISP is at a different level of maturity in their CX journey. Learn from these CX leaders across the government about: How the GovCX Framework has enabled or will enable them to transform government services.Themes that run across the GovCX Framework and how they are enabling improvements, including:How human-centered design and voice of the customer programs have created aha moments that matter to their customersExamples of successes/improvements they have made to meet the needs of underserved communitiesExamples of agency partnerships to provide services to the public during key life events (e.g., navigating from active military to civilian life, surviving a disaster and successfully providing economic impact payments (EIPs)).  How will the government address Priority Life Events in the future?The importance of addressing employee experience as we move towaThank 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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