Implementing CX and HCD for Meaningful Change in the Healthcare Landscape

06/16/22 • 10 min

Addressing President Biden’s Customer Experience (CX) Mandate in Federal Health In December 2021, President Biden published an Executive Order that mandated federal agencies to adopt the customer experience (CX) approach in their primary strategy and operations. Biden stated that “the government’s primary mission is to serve. By placing people at the center of everything we do, the government will be able to deliver timely, modern and secure services to you — the people.”

With December’s EO and the recent news from OMB, the White House wants to fundamentally change the way Americans access government services and benefits by focusing on the “life experiences” of those seeking assistance. CX efforts should make government services and processes easier to interact with and utilize, specifically actions aligned with life events that often require interaction with the government. In turn, these executive statements should lead to stronger trust in government, especially as we’re over two years into a global pandemic, when federal health plans of action are of the utmost importance.

Rita Breen

In her current position as the Agile and Human Centered Design Practices Director at National Government Services, Rita’s primary goal is to solve mission-critical challenges for federal patients and customers. She has nearly two decades of project management (PM) experience and has been a part of the NGS team since 2018. Rita mainly supports the technical PMs and HCD teams that drive the customer-centered approach to FedHealth IT. She and the team focus on solving major pain points while bolstering product quality and improving customer experiences across the board. Rita is truly passionate about identifying the key needs of citizens, setting actionable metrics and learning to meet them with empathy and understanding.

National Government Services (NGS)

For more than 50 years, National Government Services has been empowering federal healthcare agencies to improve lives and communities. Its core business areas include digital health, providing federal IT solutions and services for healthcare, and business process Solutions. This includes its role as a Medicare contractor for the Centers for Medicare & Medicaid Services. Part of the Anthem family of businesses, NGS is headquartered in Indianapolis, IN, and employs more than 1,500 associates across the country.

Rita Breen

National Government Services (NGS)

Previous Episode

Accelerating Innovation and Driving Progress in the Government Space

Today we focus on accelerating innovation in the federal government and how industry partners can support the process, with JP Marcelino who leads the Modeling and Simulation strategy for Dell Technologies.

JP Marcelino

JP leads the Modeling and Simulation strategy for Dell Technologies. His responsibilities include technology verticals such as AI & Machine Learning, AR/VR, Simulation and Digital Twin. He currently manages partners including Nvidia, Intel, Cloudera, LIQID, Beast Code, McLaren and others to help position Dell as a partner to our federal customers in shaping their Modeling and Simulation strategy. Prior joining Dell, JP was a Regional Sales Manager for Future Electronics, driving AI/ML strategy and enablement for their embedded IoT customers designing with processors, FPGAs and Single Board PCs.

Dell Technologies

The Dell Technologies federal team is 100% committed to your mission. Whether you’re optimizing an existing infrastructure or exploring emerging technologies — 5G, AI/ML, modeling and simulation — in the cloud or at the edge, we have the solutions and technology expertise.

Next Episode

Aiding Government Agencies in Accomplishing CX and Service Delivery

Today we have a discussion with the CEO of Anthro-Tech on the importance of putting people at the center of everything companies do, which is a change that not everyone is going to love, but in the end, it will help the federal government be more efficient and effective in delivering usable and accessible services and solutions to improve people’s lives.
Suzanne Boyd, CEO and Founder, Anthro-Tech
Suzanne is the Founder and CEO of Anthro-Tech. She has more than 20 years of experience in leading user-centered design and customer research initiatives for government agencies, non-profits, and organizations with a social impact mission. As a trusted advisor for many clients, Suzanne has a proven track record in successfully positioning user-centered design as a catalyst for delivering better customer experiences and helping organizations make the shift to customer-centric business processes and cultures. She is a thought leader and expert in institutionalizing user-centered design, cross-channel customer experience, and E-Government strategy.
Anthro-Tech
Anthro-Tech is a human-centered design consultancy focused on government agencies, nonprofits and enterprises with a social impact mission. We provide user-centered design strategy, user research, and user experience design to organizations throughout the region and across the nation. We help organizations gain a deep understanding of their customers through research to design products and services that are usable, useful and make a positive impact on people’s every-day lives. Anthro-Tech has extensive experience leading customer strategy initiatives and transforming organizations to be more customer-centric.