Welcome to season 2 of Clickthrough, we are thrilled to raise the bar with the value we deliver in our episodes this year. Subscribe to stay up to date on our latest episodes!

About Clickthrough:

In this podcast we will focus on solving the key challenges federal agencies face as they work to transform user experiences. Each episode will bring you insightful conversations between leaders in industry and government. In these conversations, we’ll discuss how agencies can use human-centered design and innovative technology to provide exceptional experiences at every level of service delivery.

This year has been a banner year for customer experience (CX) transformation in the federal government. Spurred on by the Executive Order on Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government and pressures from changes in the private sector, federal agencies from the Department of Defense to the IRS have invested heavily in CX. In our Clickthrough podcast, brought to you by Maximus, host, Hillary Fredrick has kept listeners up to date on CX transformation through design, data, technology, and a guest list of experts who have shared their insights and experiences. In this final episode of Clickthrough for this year, Fredrick shares her 2024 highlights and recaps the CX journey for federal agencies.

The Department of Defense is used to accomplishing monumental feats. From protecting the national interest to managing a workforce of nearly 3 million people, nothing happens on a small scale. This is clearly evident in both the IT modernization goals for the agency and its customer experience (CX) improvement plans to align with the December 2021 Executive Order on Transforming Customer Experience and Rebuilding Trust in Government.

While it would be easy to treat these two major projects as separate entities, what the Department of Defense has learned is that when CX is put at the center of IT modernization the impact drives innovation forward more quickly and enables service members to receive the exemplary service they deserve.

But what does this look like in practical terms?

Hillary Fredrick, host of the Clickthrough podcast, sat down with Donna Settle, Vice President for the Federal Defense Market at Maximus and Chris Doty, Senior Practice Manager for the Department of the Air Force at AWS to learn more about how the United States Air Force and the United States Space Force have approached this vital work.

Settle shared during the post that “cloud adoption and AI implementation alone don't necessarily solve a lot of the day-to-day experience problems. It's about empowering those customers and stakeholders to perform their mission more effectively. We do know that cloud adoption enables faster access to the mission critical data from anywhere and that as long as there's access, whether airmen are in a deployed environment or at a home station. We also look at AI from an implementation point to eliminate those boring, repetitive tasks. The goal overall is to free up the time of the airmen so that they can focus more strategically.”

Improving customer experience is one of the top priorities for federal agencies today. Driven by both a desire to match the omnichannel interactions that constituents are used to having with brands in the private sector and the Executive Order on Improving Customer Experience and Service Delivery to Rebuild Trust in Government issued in December 2021, federal agencies are investing millions of dollars in customer experience (CX) solutions.

But how do agency leaders know if the investments they are making are driving the outcomes they are looking for?

In this episode of the Clickthrough podcast, Michael Palmer, Chief Customer Experience Officer and Associate CIO, Bureau of Industry and Security at the Department of Commerce and James Bench, Managing Director of Technology Services at Maximus, join host Hillary Frederick to share insights about the role of data intelligence in helping agencies find their true north when it comes to setting and meeting their CX goals.

In this episode, we sit down with Joe Jeter, Senior Managing Director for Federal Technology at Maximus, and Prashanth Krishnamurthy, Senior Solutions Architect at Amazon Web Services, to discuss how contact centers are raising the bar and driving the evolution of federal customer experiences.

In this episode, we sit down with Michael Carroll, Chief of Acquisition and Procurement at the US Army HRC, and Pamela Powers, Defense Market Lead at Maximus to discuss how Department of Defense (DoD) agencies can initiate a culture shift to embrace a total user experience mindset that will drive innovation.

In this episode, we sit down with Matt Smith, Senior Advisor to the CISO at the Department of Homeland Security (DHS) and Kynan Carver, Cybersecurity Lead at Maximus to discuss how pursuing customer experiences (CX) and cybersecurity as a joint goal drives modernization.

In this episode, we sit down with Renae Facundus, Director of Interoperability and Analytics at the Department of Veterans Affairs, and Monica Rosser, Health Market Lead at Maximus, to discuss how CX principles and interoperability initiatives are driving a new era of public health.

With the arrival of the Internet the world entered the Information Age, where everything you could ever want to know was just a click away. The public has access to so many web-enabled services – be it apps on their mobile devices or storefronts on their computers – that now the focus has shifted to refining user experiences. In the Experience Age, consumer experiences are shaping how the public expects to interact with government agencies when they are accessing services. So, how can federal agencies best meet these expectations? To answer that, Government Technology Insider talked with Maximus’s MaryAnn Monroe, Vice President of Total Experience Solutions and Services, and Joe Jeter, Senior Managing Director for Federal Technology to discuss how focusing on total experience strategy will help agencies to optimize interactions with the public and drive IT modernization efforts.

In this podcast we will focus on solving the key challenges federal agencies face as they work to transform user experiences. Each episode will bring you insightful conversations between leaders in industry and government. In these conversations, we’ll discuss how agencies can use human-centered design and innovative technology to provide exceptional experiences at every level of service delivery.