The U.S. Department of Veterans Affairs (VA) created its Veterans Experience Office (VEO) in 2015 with the goal of integrating a customer experience (CX) approach to veteran care, benefit, and service delivery. Since the office’s launch, VA has measured that veteran trust in the department has grown from 55% to 80%. Because of VEO’s collaboration with VA's administrations, veterans have been able to more easily navigate VA websites, have more streamlined and empathy-driven medical care, and more. Denise Kitts, VEO’s enterprise measurement and design executive director, helped stand up VEO and has been a key player in improving how veterans, their families, and their caregivers interact with VA. She joins us in this episode to learn how CX has transformed the way veterans can get the service they need from VA and the role CX plays in building trust with veterans. 

Denise Kitts is the VA VEO executive director of Enterprise Measurement and Design. She rejoined VEO in 2022 after helping establish the office in 2015. She is responsible for the VA Qualitative and Quantitative Data Strategy and for deploying VA’s Trust Survey, along with other operational and program-level surveys. She was chief data technology officer for the chief technology officer prior to rejoining VEO. 

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Explore the Veterans Experience Office 

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Although the United States has made great strides in reducing tobacco-related disparities, commercial tobacco use is still the leading cause of today’s biggest health challenges. 

The Centers for Disease Control and Prevention’s (CDC) Office on Smoking and Health (OSH) has been leading tobacco prevention, cessation, and control. The office's director joins us to discuss the progress the team has made in decreasing tobacco use, as well as the challenges and work ahead.  

While CDC has found that smoking and e-cigarette use are down, new nicotine products threaten progress. OSH works to protect future generations by addressing these evolving threats to reduce preventable tobacco-related death and disease in the United States. 

Dr. Deirdre Lawrence Kittner is the director of OSH. She has more than 20 years of public health experience, with a focus on global tobacco control, tobacco and health behavior science, and preventative policy development. Previously, she worked at the National Cancer Institute and served as deputy director of the Food and Drug Administration’s Center for Tobacco Products' Office of Science.  

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Read the new Surgeon General report on prevention and control strategies to reduce tobacco-related disparities. 

Find resources to help quit smoking. 

Explore the Empower Vape-Free Youth and Tips From Former Smokers campaigns. 

The 2024 election season brings fresh and complex challenges to election systems across the country—from mis- and disinformation to threats to security. The Election Assistance Commission (EAC) serves as a federal election hub, providing resources, training, grants, and support to our state and local election administrators, helping them prepare for this election so that voters can cast their ballots with confidence. For our Season 2 finale, EAC Commissioner and current Chairman Ben Hovland discusses the hard work that’s gone into developing secure, resilient election administration and systems. So, whether you’ve voted early or plan to vote on Election Day, tune in to discover how the EAC is ensuring every vote counts!

Ben Hovland is a commissioner and the current chairman of the EAC. He has served as co-chair of the Election Infrastructure Subsector's Government Coordinating Council and chair of the Joint Subsector COVID-19 Working Group, coordinating pandemic response among state and local election officials, federal partners, and the private sector. His career in elections spans over 20 years, including as acting chief counsel for the U.S. Senate Committee on Rules and Administration and deputy general counsel for the Missouri Secretary of State’s office.

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Visit vote.gov or helpamericavote.gov to plan to vote or learn to become a poll worker

Discover video guides for voting and more about how the EAC is building election readiness 

Breast cancer is the second most common cancer in women behind skin cancer, with approximately 13.1% of women estimated to receive a diagnosis of breast cancer at some point in their lifetime. The National Cancer Institute (NCI) is pioneering research to understand how we can better prevent breast cancer and promote risk reduction. In honor of Breast Cancer Awareness Month, NCI Division of Cancer Prevention Breast and Gynecological Cancer Research Chief Dr. Brandy Heckman-Stoddard about cutting-edge solutions in cancer prevention and how you can talk to your family and doctors to stay ahead in protecting your health.

Dr. Brandy Heckman-Stoddard has led the Breast and Gynecological Cancer Research Group in NCI's Division of Cancer Prevention for 6 years. She is also currently the acting chief of the division's community oncology and prevention trials and is the project scientist for breast cancer and uterine cancer for the Cancer Intervention and Surveillance Modeling Network. She has been with NCI since serving as a cancer prevention fellow in 2009.

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Explore NCI's Breast Cancer Risk Assessment Tool 

Learn more about breast cancer on NCI's website 

Learn about mammograms and recommendations for screening 

Explore oncological clinical trials on ClinicalTrials.gov, NCORP, and NCI's other programs. 

The federal government is the United States’ biggest employer, with more than 2.1 million Service members and over 2 million civilian employees. Behind those millions of professionals, federal human capital leaders provide resources, benefits, programs, and growth opportunities to uplift our civil servants, so they can uplift our country. In this episode, we get a behind-the-scenes look at the Internal Revenue Service (IRS) and the U.S. House of Representatives to learn how these institutions approach public service recruitment, initiatives to ensure federal employees grow and succeed, and more.

Traci DiMartini is the Chief Human Capital Officer at the IRS. She has previously served as the Chief Human Capital Officer of the General Services Administration, Peace Corps, and U.S. Equal Employment Opportunity Commission.

John Salamone has served as the Chief Human Resources Officer at the U.S. House of Representatives for the last 8 years. He has previously consulted in human capital, was executive director of the U.S. Office of Personnel Management's Chief Human Capital Officers Council and served as a staff member of the Senate Subcommittee on Oversight of Government Management.

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Search for career opportunities on USAJOBS 

The Environmental Protection Agency (EPA)'s policies have been key to keeping our country's people and environment healthy and safe. The agency's Office of Policy has been hard at work with some new updates though, taking new steps to strengthen climate adaptation, resilience, and emission reductions. Office of Policy Associate Administrator Vicki Arroyo walks us through these updates, as well as how her and her family's first-hand experiences with environmental disasters have informed how she approaches her work. 

Vicki Arroyo is the associate administrator of EPA's Office of Policy. She also oversaw environmental justice work at the agency from January 2021 to September 2022. She has served as the executive director of the Georgetown Climate Center and was also a professor at Georgetown Law and director of the Environmental Law and Policy Program. Earlier in her career, she created and directed the Louisiana Department of Quality's policy office. 

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Explore more of the Office of Policy's work 

Learn more about EPA's climate adaptation planning 

The warming climate is having an impact on our health, both physically and mentally. So, what do we need to do to protect our health and the planet's wellbeing? The Department of Health and Human Service's Office of Climate Change and Health Equity (OCCHE) and George Mason University Center for Climate Change Communication (Mason 4C) are each doing their part to understand and address climate change and health at their crossroads. We speak with OCCHE Director Dr. John Balbus and Mason 4C Director Dr. Ed Maibach to understand how they're rallying government agencies and the health sector to mobilize on climate action and help us keep our health resilient to a changing climate.

Dr. John Balbus is the director of OCCHE. He is a physician and public health professional with over 25 years of experience working on the health implications of climate change. He has served as HHS principal to the US Global Change Research Program and co-chair of the working group on Climate Change and Human Health for the US Global Change Research program. He was also senior advisor for public health to the director of the National Institute of Environmental Health Sciences.

Dr. Ed Maibach is the director of the Mason 4C and distinguished university professor at George Mason University. He has previously served as associate director of the National Cancer Institute and worldwide director of social marketing at Porter Novelli. He currently serves on the Board of Directors of the Global Climate and Health Alliance.

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For the last 8 years, Dr. Joshua Gordon has served as director of the National Institute of Mental Health (NIMH)—the leading federal agency in mental health research. Next week, Dr. Gordon will depart NIMH and continue the next step of his career at Columbia University. As he wraps up his tenure, we sit down with Dr. Gordon to talk about the arc of progress in mental health research, how NIMH is translating evidence-based solutions to the treatment setting, and what's next for the director as he departs the institute.

Dr. Joshua Gordon has served as the director of NIMH since 2016. Prior to joining NIMH, he served as an associate professor of Psychiatry at Columbia University and as a research psychiatrist at New York State Psychiatric Institute.

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Read about Dr. Gordon's legacy

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The 2019 Foundations for Evidence-Based Policymaking Act—or Evidence Act—aims to improve federal programs applying data, evidence, and evaluations in decision-making. Five years later, how are agencies meeting the requirements of the legislation, and how has the act improved how our government accomplishes its mission? We explore these questions looking into evidence and evaluations at one agency, the Department of Health and Human Services with its evaluation officer, Dr. Susan Jenkins. 

Dr. Susan Jenkins is the HHS evaluation officer and director of the agency's Division of Evidence, Evaluation, and Policy in the Office of Science and Data Policy. She is also a member of Federal Interagency Council on Evaluation Policy. Susan previously served as director of the Administration for Community Living's Office of Performance and Evaluation and served on detail with the Office of Management and Budget's Evidence Team. 

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Dive into HHS's FY25 Evaluation Plan
Learn how evaluation and evidence are making an impact at HHS 

The U.S. Food and Drug Administration's (FDA) longest-running tobacco public education campaign, The Real Cost, is marking its 10th anniversary this year. The campaign aims to prevent youth from using tobacco through powerful messaging and real-life stories, but how has The Real Cost remained relevant as the media landscape, young people, and the market of tobacco products all evolved rapidly? In this episode of Empathy Affect, we explore these questions and dive into the methods and public health impact of The Real Cost.

April Brubach is the acting director of FDA's Center for Tobacco Products' (CTP) Office of Health Communications and Education (OHCE) and has worked at CTP since 2010. She joined CTP in 2010, working across a portfolio of tobacco prevention campaigns, education initiatives, and communication science and policy. She has previously built and managed the Health and Human Services' COVID-19 Public Education Campaign, and she has served as deputy for FDA's COVID-19 Joint Information Cell and communication program manager at the National Cancer Institute.

Merrybelle Guo is a social scientist at FDA CTP's OCHE. She has also served as a health communications specialist at CTP and a digital communications fellow at the Office of the Surgeon General.

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Dive into FDA's Tobacco Education Resource Library