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.

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form