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The CX Tipping Point® Podcast welcomed Joanne Woytek, Program Manager of NASA’s Solutions for Enterprise-Wide Procurement (SEWP) Program and a 2026 Service to the Citizen® Lifetime Achievement Award winner, for a conversation about her remarkable 49-year career at NASA and the lessons she has learned along the way. Joanne shared her journey from supporting NASA scientists with technology to leading SEWP, one of the federal government’s most widely used IT acquisition vehicles. Throughout the conversation, she emphasized the role that customer service, innovation, listening, and strong industry partnerships have played in SEWP’s success. She also reflected on the evolution of her leadership style, including learning to recognize and build upon employees’ individual strengths rather than trying to change them. That people-centered philosophy has helped shape a culture focused on mission, service, and collaboration. Today, SEWP has grown to nearly $14 billion in annual sales, but Joanne explained that growth was never the primary goal. Instead, SEWP’s success has been driven by staying focused on its customers, understanding their needs, and continuously improving the experience it provides. Joanne also shared memorable stories from her career, including international collaborations, and reflected on the accomplishments of the SEWP team and the legacy they have built together. The conversation concluded with Martha Dorris congratulating Joanne on receiving the 2026 Service to the Citizen® Lifetime Achievement Award, recognizing her decades of leadership and commitment to improving government service delivery. Learn more about SEWP’s success factors and stories 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! Stay Connected: Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Erik Arnold, Director of GovWizely, to explore how search and artificial intelligence are reshaping the way people find and interact with government information. Drawing on his extensive experience in search technology, including his work with USA.gov and Search.gov at the General Services Administration (GSA), Erik shares insights into the critical role search plays in connecting the public with trusted, authoritative information across government agencies. Martha and Erik discuss the potential for AI to move government services beyond simply providing information toward delivering more seamless, integrated experiences. They explore how AI could help agencies break down data silos, automate complex processes, and better support people through important life events—such as navigating a name change across multiple government systems. The conversation also examines what it will take to successfully implement AI in government, from adopting product-focused and agile approaches to addressing workforce and cultural change. Erik offers his perspective on how AI may reshape government jobs, emphasizing that the technology is more likely to transform roles and responsibilities than simply reduce headcount. Tune in for a thoughtful conversation about the evolution of government search, the future of AI-enabled services, and what agencies can do today to create simpler, more connected experiences for the public. Connect with Erik Arnold: [email protected] 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

Artificial intelligence is transforming government, but where should agencies begin, and how can they adopt AI responsibly? In this episode of The CX Tipping Point Podcast, Martha Dorris is joined by Jeremy Wilcox, Senior Director for Strategic Solutions at C3 AI and former leader at the U.S. Digital Service, the Department of Homeland Security, and Forrester. Together, they explore how AI is redefining government customer experience and what it takes to successfully implement it across the public sector. Jeremy explains the differences between generative AI and agentic AI, why agencies should focus on people and processes before technology, and how AI can reduce friction, improve productivity, and deliver better outcomes for both employees and the public. The discussion also highlights practical AI use cases in contact centers, human resources, procurement, and finance, while addressing the importance of data quality, governance, human oversight, and change management. Jeremy also shares why agencies should target smart automation—not full automation—and offers insights on avoiding the growing risks of "shadow AI." Whether you're a government executive, CX leader, digital services professional, or simply interested in the future of AI in the public sector, this episode provides actionable insights for building more effective, citizen-centered services. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris hosts a discussion with leaders from the ACT-IAC Contact Center Modernization Working Group and workshop facilitators from the ACT-IAC Contact Center Summit held in April 2026.  Featured guests include: MaryAnn Monroe, Industry Co-chair, Contact Center Working GroupMeghan Daly, Industry Co-chair, Contact Center Working GroupCrystal Philcox, who led the Service Delivery Performance Measures workshopAndy Beaman, who led the Use of AI in Service Delivery workshopRachel Schwind, who led the Future of Contact Centers workshopEd Bodenseik, who co-led the Use of Service Design in Contact Centers workshopTogether, they explore the future of government contact centers and their evolving role as critical sources of mission intelligence. The conversation examines how agencies can move beyond transaction-based interactions to deliver strategic outcomes, modernize service delivery while maintaining a human-centered approach, and leverage contact centers to strengthen public trust. The discussion also highlights the continued importance of voice channels and the need for leadership to recognize the strategic value contact centers provide. The episode begins with an overview of the ACT-IAC Service Design & Experience Community of Interest (CoI) Contact Center Modernization Working Group, including its mission, goals, and priorities for the coming year. The Working Group is dedicated to improving government contact center performance through knowledge sharing, collaboration, and technology adoption, and meets monthly on the third Thursday of each month. Drawing on decades of combined experience in customer experience, service delivery, and contact center operations, the guests share key findings and recommendations from the summit workshops and discuss what government agencies can do to prepare for the next generation of service delivery. The ACT-IAC Service Design & Experience CoI includes three working groups:  Workforce Optimization Working Group  Contact Center Modernization Working Group  Service Design Working GroupFollow the Service Design & Experience COI (formerly the CX CoI) on LinkedIn. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Charles Thomas, the 2025 Customer Experience Trailblazer, whose leadership has transformed how the U.S. Patent and Trademark Office delivers digital services to the public. From launching the Trademarks program to leading USPTO’s enterprise-wide customer experience strategy, Charles has championed a user-first approach that makes trademark protection and innovation more accessible for entrepreneurs, attorneys, and business owners nationwide. We discuss how customer journey mapping, usability testing, and strategic research helped USPTO surpass key satisfaction goals, achieving more than 80% customer satisfaction and trust scores across its digital services. Charles also shares insights from leading the development of Trademark Center, the modernized platform simplifying trademark applications for more than 500,000 users each year. Tune in to hear how human-centered design, thoughtful innovation, and a commitment to public service are helping reshape the future of government digital experiences. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government service delivery often starts at the front lines. Michelle, District Manager and 2025 Service to the Citizen Award recipient, and Laura, a Claims Specialist and 2025 Rising Star, share their journey from recognizing the need for improvement to actively transforming how services are delivered.  From small, test-and-learn improvements to building leadership buy-in, they discuss how customer experience principles are transforming SSA from the inside out. They also highlight the importance of empathy in public service, including a powerful story that shows how going beyond process can truly change lives. This episode underscores the importance of delivering timely, accurate, and compassionate service—and how both career civil servants and political appointees play complementary roles in driving meaningful progress. Michelle and Laura leave listeners with a message of optimism and a call to action: meaningful transformation is possible when people are empowered to care, collaborate, and lead from where they are. Michelle can be reached at [email protected] and Laura can be reached at [email protected]. Laura Walker’s Service to the Citizen acceptance speech can be accessed here. Highlights from the 2025 Service to the Citizen Awards program are available 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! Stay Connected: Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Jorge Cardenas, CIO of Brownsville, Texas and a 2025 Service to the Citizen Award winner. Tasked with transforming one of the least connected cities in the U.S., Jorge shares how he built a smart city from the ground up, modernizing infrastructure, expanding fiber networks, and launching a private 5G network. He discusses key digital initiatives that improved city services, from online permitting and service request tracking to enhanced public safety systems and community Wi-Fi. Jorge also highlights Brownsville’s growing use of AI and its innovation lab, along with future plans to expand connectivity and regional collaboration. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point, Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen services. Frank shares insights into the European single market’s digital initiatives and Belgium’s efforts to build more citizen-centric services. The conversation covers Europe’s push for interoperability across member states through digital identity systems, mobile e-wallets, and shared authentication methods, as well as Belgium’s back-office infrastructure that connects authoritative databases across ministries. Martha and Frank also discuss the challenges of cultural differences across Europe, the importance of co-creating services with citizens, and why strong marketing and communication strategies are essential for successful government programs. Tune in to hear how Belgium and other European countries are working toward the EU’s Digital Decade goals for 2030 while exploring emerging technologies like AI and maintaining strong ethical standards. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Dr. Paul Lawrence, Deputy Secretary of the Department of Veterans Affairs. Dr. Lawrence previously served as the Under Secretary for Benefits during his first term at VA and was named the 2019 Service to the Citizen Government Executive of the Year. As Deputy Secretary and Chief Operating Officer, Dr. Lawrence oversees VA operations and supports the Secretary in delivering on the Department’s priorities. Throughout the conversation, he reiterated his commitment to veterans and to ensuring they have a positive experience when accessing VA health care and benefits. Dr. Lawrence highlighted several key achievements, including progress in housing homeless veterans, expanding access through the opening of new clinics, and improving the speed and accuracy of benefits processing — all while working with fewer resources. He emphasized the importance of engaging directly with veterans, listening to their feedback, and using metrics to identify the areas that matter most. Additional topics discussed included: VA’s ongoing rollout of the Electronic Health Record, a major transformation effort aimed at improving both the health care experience and operational efficiency, for which Dr. Lawrence serves as executive champion.Enhancements to the overall veteran experience beyond medical care, including small but meaningful changes that demonstrate respect and compassion.The value of hearing veterans’ concerns firsthand through in-person visits, and how even minor adjustments can make a significant difference.The importance of aligning technology investments with clear outcomes and managing change carefully to ensure successful adoption.VA’s responsibility to serve veterans across generations, from their late teens to over 100 years old, requiring excellence across all service delivery channels.The conversation concluded with a focus on VA’s plans to continue improving benefits processing, simplifying forms, streamlining processes, and enhancing the end-to-end health care experience. Dr. Lawrence noted that veteran trust in VA has increased significantly over the past nine years, underscoring the impact of these efforts. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

Welcome to season 6 of The CX Tipping Point Podcast! In this episode of The CX Tipping Point Podcast, Martha Dorris talks with Mark Forman about the evolution of digital government and e-government initiatives, with a focus on the groundbreaking Quicksilver project of the early 2000s. Mark shares how Quicksilver identified 24 priority initiatives across four portfolios to improve service delivery and reduce transaction costs—and what he would do differently if leading similar efforts today. Drawing from his experience leading the 2001 Quicksilver digital transformation initiative, Mark discusses building a cross-agency task force of seasoned government reformers, navigating collaboration and funding challenges, and ensuring long-term sustainability.  Together, Martha and Mark explore the ongoing burden of government transactions, the complexities of organizing services around a citizen-centric model, and the lessons still shaping government CX today. The conversation concludes with Mark’s vision for “New Federalism 2.0” and how better technology integration could transform citizen services. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with a distinguished panel of leaders in customer experience and government service delivery: MaryAnn Monroe, MaximusAiris Gill, DeloitteCrystal Philcox, Philcox ConsultingLee Becker, MedalliaThe group characterizes today’s environment as “codified, fragile, and accelerating”—noting strong policy alignment around CX but ongoing staffing and capacity challenges. They highlight the continued commitment to CX across administrations, from the Government Performance and Results Act to the current Customer Experience Executive Order. Key topics include: Modern legislation and initiatives shaping service delivery and the need for integrated governanceThe importance of design-driven approaches, along with AI and automation—including the new America by Design Executive OrderPreparing the government workforce for rapidly evolving technologiesWhy starting with the customer and working backwards leads to better, more effective servicesA concise, forward-looking conversation on what it takes to deliver modern, customer-centered government services. The following policies and legislation were discussed. 21st Century Integrated Digital Experience Act, December 2018 Government Services Delivery Improvement Act, January 4, 2025 Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025 Section 280 of A-11, Managing Customer Experience and Improving Service Delivery, 2025  Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government (December 13, 2021) OMB Memorandum M-23-22, Delivering a Digital-First Public Experience (September 23, 2023) Executive Order 14338, Improving Service through Design, August 21, 2025 Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025  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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS). Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how those experiences shaped his approach to public service. In his new dual roles at SSA and the IRS, he underscores his commitment to modernization, technology, and customer experience, focusing on how to effectively lead two of the largest organizations that touch nearly every American. Throughout the conversation, he discusses his management philosophy, the importance of technology as an enabler, and his dedication to employee growth and development. He also reflects on his recent letter marking the 90th anniversary of the SSA, highlighting the agency’s modernization priorities and renewed focus on serving the public. The discussion explores the Digital First agenda at SSA, which aims to enable 200 million Americans to transact digitally, while still ensuring that services remain accessible by phone and through field offices for those who need them. Tune in to hear more about: His perspective on the depth and diversity of SSA’s customersHow he measures success in modern government service deliveryKey improvements and successes already underway at SSAIt was an honor to speak with Commissioner Bisignano, stay tuned, he’s already requested a follow-up conversation in six months! 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services. From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simpler, and more transparent online experiences. Highlights from the episode: Building the foundation: How DAP unified fragmented web analytics and gave agencies consistent, actionable insights for the first time.Scaling impact: With limited resources, Marina’s team brought Google Analytics to 6,000 federal websites, creating the largest GA account in the world.Driving transparency: The launch of analytics.usa.gov gave the public access to real-time government web traffic, turning data into a model for open government.Insights that matter: From USPS tracking to NASA’s data portals, DAP revealed what citizens value most and helped agencies prioritize improvements.A new chapter: As Director of Digital Solutions at TechSur Solutions, Marina continues helping agencies harness data, AI, and cloud to deliver better digital experiences.Why it matters: Marina’s story is a masterclass in leading digital transformation through collaboration, community-building, and data-driven design. Her work reminds us that when government embraces analytics, it doesn’t just measure success, it creates it. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA). Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans. The conversation explores how SHEP: Uses surveys to capture veterans’ experiences across all types of careAnalyzes data to highlight what’s working well and pinpoint opportunities for improvementLeverages automation and monthly reports to deliver fast, actionable insightsThey also share what’s ahead for the program, including: Enabling veterans to complete surveys directly from their phonesComparing VA care to community care to better understand the full patient journeyExploring AI and natural language processing for deeper analysisProviding training to staff on turning feedback into meaningful actionAt its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide. Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award! 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Loree Levy, Deputy Director of California’s Employment Development Department (EDD), to talk about their shared passion for transforming how the public experiences government services. With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she’s carried into leadership. Together, they explore how EDD has embraced customer experience practices through modernization efforts that include: establishing a dedicated customer experience divisionsimplifying application processes for unemployment and disability insuranceimplementing technologies like chatbots to improve access and responsivenessLoree emphasizes the importance of an enterprise-wide, customer-centric approach that bridges communications and IT while breaking down silos across departments. She highlights how leadership, community practices, and ongoing collaboration are essential to creating better public service experiences. This thoughtful conversation offers valuable insights into the challenges and opportunities of bringing CX into state government at scale. 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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form