Public Service Leadership Academy (PSLA)

???Episode 51 of The CX Tipping Point Podcast is LIVE! Host Martha Dorris sits down with a panel of seasoned federal contact center leaders and a former expert in the field. Together, they bring decades of experience in #contactcenter strategy and operations. Featuring: - Meghan Daly, Co-Lead, Contact Center CoE, GSA - Niki French, CX Branch Manager, Transportation Security Administration (TSA) - Simchah Suveyke Bogin, Chief CX Officer, USDA - Keith Thurston, Board of Directors, Public Service Leadership Academy (PSLA) Key topics: ?? GSA's Contact Center CoE Impact ?? Essential Tech for Smarter Support ?? Solutions for Workforce Challenges ?? Benefits of Unified Knowledge Bases ?? Data-Driven CX Improvements ?? Tune in to hear how these leaders are shaping better service for all: https://bit.ly/3AEN3Hq Thank you to Senture, LLC for sponsoring this episode! #FederalCX #DigitalFirst #Innovation #Podcast #CXPodcast #CX #GovCX

?? We're thrilled to share a highlight into the experience of the 2024 #STTCAwards! ??? We can't wait to see what 2025 brings us! Barbara C. Morton Kenneth Corbin Lee Becker Fernando O. Rivera, FACHE Leslie Mills Wagstaffe Martha Dorris

?? Congratulations to Lori Murphy, LISW-S for winning a 2024 #STTCAward! ?? Lori is being recognized for her exceptional work with the Compassionate Contact Corps (CCC) at the U.S. Department of Veterans Affairs, a groundbreaking virtual program aimed at combating loneliness among Veterans. Amid the pandemic, Lori led the transition from in-home visits to a phone and video-based system, effectively training volunteers—many Veterans themselves—to provide regular, meaningful interactions. Lori’s dedication has expanded CCC nationwide, enhancing the quality of life for countless Veterans. Learn how her innovative approach is truly transforming Veteran services: https://lnkd.in/ePaXqhum

?? Congratulations to Dr. Nichol Salvo for winning a 2024 #STTCAward! ?? Dr. Salvo is being honored for her exceptional leadership in the High-risk Eye & Limb Preservation Program (HELPP) at the Atlanta VA Health Care System (VAHCS). Amid the pandemic, Dr. Salvo transformed podiatry care for Veterans by integrating telemedicine and deploying Intermediate Care Technicians (ICTs) for real-time foot care. Dr. Salvo’s work not only improved podiatry services but also paved the way for expanding HELPP to more facilities, especially in remote areas. Learn how her commitment is making a profound difference in Veterans' health and well-being: https://lnkd.in/epvbJrj7 #STTCAwards

?? Congratulations to Dr. Kevin Carroll for winning a 2024 #STTCAward! ?? Dr. Carroll, a clinical neuropsychologist at the VA Northern California Health Care System, is recognized for his groundbreaking work in patient rehabilitation with the development of a virtual rehabilitation game. Funded by VISN 21's Innovator Awards, this VR tool uses a 3D depth camera to create engaging exercises for patients with brain traumas. Dr. Carroll’s work not only advances rehabilitation practices but also provides a scalable, cost-effective solution that enhances patient outcomes and involves the community in meaningful ways. Learn how is innovative approach is transforming the future of rehabilitation therapy: https://lnkd.in/eK3mzKQT #STTCAwards

?? Congratulations to Maria Bouchard, MSN, APRN, FNP-BC, for winning a 2024 #STTCAward! ?? As the Director of Transformative Care Modalities for U.S. Department of Veterans Affairs Health Connect, Maria has made remarkable strides in enhancing Veteran care through innovative technologies and improved systems. Her leadership has driven the expansion of advanced solutions like Tele-Emergency Care and VA Health Chat, increasing same-day access to virtual care and significantly improving service delivery at #VHA’s clinical #contactcenters. Maria’s innovative approach has resulted in improved performance metrics and enhanced accessibility to care for over nine million enrolled Veterans. Her efforts in integrating technology and optimizing operations are making healthcare more timely and efficient, setting a new standard for excellence in Veteran care. ???? Learn more: https://lnkd.in/eXJnBHNz #STTCAwards

?? Congratulations to Sree Rednam on winning a 2024 #STTCAward! ?? Sree is honored for his pivotal role in enhancing protection against surprise medical billing through the Federal Independent Dispute Resolution (IDR) process under the No Surprises Act. Leading Salesforce development at GDIT, he directed the creation of a Salesforce-based Federal IDR Portal, which has efficiently handled over 1 million disputes—well beyond the expected volume. Sree’s work has streamlined dispute resolution, safeguarding millions from unexpected medical expenses and improving the fairness of the billing process. Read his story here: https://lnkd.in/e5nTazJZ General Dynamics Information Technology

?? Congratulations to the IT Department of Gilbert, Arizona, for winning a 2024 #STTCAward! ?? The IT Department has been recognized for its transformative role in advancing public services through cutting-edge technology and a customer-focused approach. The department's innovations have led to a 98% resident satisfaction rate with digital services, improved public safety, and a significant boost in service efficiency. Learn how they are setting the standard for digital innovation and excellence in public service delivery: https://lnkd.in/eXWSSSCp #STTCAwards

????Congratulations to the VBA Spanish Translation Team for winning a 2024 #STTCAward! ???? The team is being recognized for developing an innovative solution to improve service delivery for Spanish-speaking Veterans in Puerto Rico. By translating U.S. Department of Veterans Affairs benefits letters, they're breaking down language barriers and enhancing access to critical information. Congratulations to Derek Herbert, John Clark, Paul Simon, PMP, Shelly Butler, M.S., PMP, Alyona Sharzman, Scott Bennet, Jeanette Catnrell, Praveena Gopalakrishna Menon, Rebecca Denagelis, Stephanie Powers, Nanette Steinbach! A deeper dive into their impact: https://lnkd.in/eB4deqUP #VeteransHealth #LanguageAccess #Translation #PuertoRico General Dynamics Information Technology

???? Big congratulations to the IT Modernization Division of the GSA’s Office of Government-wide Policy for winning the 2024 #STTCAward! ?? From guiding agencies through cloud computing and IT infrastructure upgrades to saving $3.5 million in training costs, your contributions are making a significant impact. Your dedication to enhancing accessibility, security, and efficiency in federal services, along with your leadership in the Cloud & Infrastructure Community of Practice, exemplifies excellence in public service. Learn how their tireless efforts and innovative solutions that drive progress and improve how federal agencies operate: https://lnkd.in/eyByaUdH Congrats to @Thomas Santucci, Kiran Balsa, Earl Bisel, Lee Ellis - M1EA, Stephen Naumann, Mark Bellinger, Laura Cullum & Maya Vishwanath! #ITModernization #PublicServiceExcellence #STTCAwards