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.

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

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

In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with a distinguished panel of leaders in customer experience and government service delivery:

• MaryAnn Monroe, Maximus
• Airis Gill, Deloitte
• Crystal Philcox, Philcox Consulting
• Lee Becker, Medallia

The group characterizes today’s environment as “codified, fragile, and accelerating”—noting strong policy alignment around CX but ongoing staffing and capacity challenges. They highlight the continued commitment to CX across administrations, from the Government Performance and Results Act to the current Customer Experience Executive Order.

Key topics include:

• Modern legislation and initiatives shaping service delivery and the need for integrated governance
• The importance of design-driven approaches, along with AI and automation—including the new America by Design Executive Order
• Preparing the government workforce for rapidly evolving technologies
• Why starting with the customer and working backwards leads to better, more effective services

A concise, forward-looking conversation on what it takes to deliver modern, customer-centered government services.

The following policies and legislation were discussed.

21st Century Integrated Digital Experience Act, December 2018

Government Services Delivery Improvement Act, January 4, 2025

Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025

Section 280 of A-11, Managing Customer Experience and Improving Service Delivery, 2025

Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government (December 13, 2021)

OMB Memorandum M-23-22, Delivering a Digital-First Public Experience (September 23, 2023)

Executive Order 14338, Improving Service through Design, August 21, 2025

Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

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

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS).

Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how those experiences shaped his approach to public service. In his new dual roles at SSA and the IRS, he underscores his commitment to modernization, technology, and customer experience, focusing on how to effectively lead two of the largest organizations that touch nearly every American.

Throughout the conversation, he discusses his management philosophy, the importance of technology as an enabler, and his dedication to employee growth and development. He also reflects on his recent letter marking the 90th anniversary of the SSA, highlighting the agency’s modernization priorities and renewed focus on serving the public.

The discussion explores the Digital First agenda at SSA, which aims to enable 200 million Americans to transact digitally, while still ensuring that services remain accessible by phone and through field offices for those who need them.

Tune in to hear more about:

• His perspective on the depth and diversity of SSA’s customers
• How he measures success in modern government service delivery
• Key improvements and successes already underway at SSA

It was an honor to speak with Commissioner Bisignano, stay tuned, he’s already requested a follow-up conversation in six months!

Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

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