Federal Government Information Technology

Panel: How to approach the modernization of public sectors

Federal Times: The federal government lags behind the private sector in delivering an efficient customer experience, and several factors must be addressed to enhance agencies’ citizen-centered services, according to a panel of senior executives hosted by the nonprofit, nonpartisan Partnership for Public Service on Wed., July 12.

Coordinating action plans, legacy systems and effectively incorporating feedback are just some of the challenges facing the modernization of government-citizen interactions.

Moderating the discussion, Max Stier — president and CEO of the Partnership — introduced three panelists providing insight on how their departments deal with various CX improvement issues: Dr. Lynda Davis, chief veterans experience officer of the Department of Veterans Affairs; John Koskinen, commissioner for the Internal Revenue Service; and Brenda Sprague, deputy assistant secretary for passport services with the U.S. Department of State.

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