A focus on customer experience, or CX, has run parallel to the push for digital modernization in the private sector for many years. New tools and products can’t be platformed unless they promote easy access and navigability for users. The same is true for the public sector, where officials are establishing task forces and cohorts within agencies to prioritize CX.
Victor Udoewa is the service design lead within the Office of Public Health Data, Surveillance and Technology at the Centers for Disease Control and Prevention. He spoke with GovCon Wire recently, sharing that the CX revolution has been energized by a motivation in the federal sphere to make resources available to as many people as possible.
Udoewa will be a panelist at the Potomac Officers Club’s CX Imperative Forum on Jan. 25, a comprehensive in-person breakfast conference tackling all things CX. He will be joined by representatives from the Department of Homeland Security (pending approval) and from industry. Register here to save a spot at this highly consequential networking event now!
“There is an increasing awareness on the part of the privileged and those in government of the importance of equity and access,” said Udoewa. “It is important to use this moment to show the deeply intertwined, interconnected, and inextricable nature of CX, equity, and access.”
It is Udoewa’s view that CX is an important tool for expanding who can access and ultimately benefit from all of the government’s offerings. Before the CDC, Udoewa was a pivotal player overseeing CX efforts at NASA, where he served as chief technical officer, chief experience officer and service design lead.
“We will never be who we are meant to be or perhaps who we could be as a country when such a large portion of our society is left behind in various aspects of society including business, leadership, education, employment, nutrition, health, healthcare, agriculture, housing, and even CX,” Udoewa said.
He noted the government should capitalize on the lessons learned from societal changes of the last few years, including the Covid-19 pandemic, in order to properly scale CX to the demands of the day.
Udoewa, Dana Chisnell of DHS and others will convene at the CX Imperative Forum to share how government contractors can partner to fill in this enormous need area and transform how the government does CX. It will be held at the widely lauded 2941 Restaurant in Falls Church, Virginia, accompanied by a delicious breakfast spread. Register here for the first Potomac Officers Club event of 2024!
