In this episode of The CX Tipping Point Podcast, Martha Dorris interviews three former senior federal executives who have led during presidential transitions. They discuss the ongoing emphasis on customer service and experience over the years, highlighting advancements made in the last two administrations. However, challenges remain, as not all agency personnel fully embrace the concept of customer experience, which ultimately revolves around effective mission delivery. As we approach the election and the subsequent transition, the conversation emphasizes the importance of managing this uncertain period, especially in relation to national security.
In this episode, Martha talked to:
- Greg Giddens, Partner, Potomac Ridge Consulting, formerly the Chief Procurement Officer at the Department of Veterans Affairs and many other federal agencies
- Tim Horne, Executive Vice President, Boyd Watterson Asset Management, formerly Acting Administrator, GSA as well as other positions at GSA; Federal Lead for two Presidential Transitions
- Jim Williams, President, Jim Williams Consulting, LLC and formerly Acting Administrator and Commissioner of the Federal Acquisition Service at GSA
Political appointees and career public servants must collaborate closely to fulfill the government’s mission and the goals of each administration. Their interdependence is crucial. During the discussion, it was highlighted that customer experience principles can be applied to the transition process. Key topics covered include:
- The transition process steps, from pre-election through the inauguration
- Guidance for career public servants on preparing for an upcoming election and transition
- Strategies for managing staff as they transition from one administration to onboarding the new one
- Clarifying misconceptions about the transition process
- Proven practices from past transitions that can be beneficial.
Whether you are a career public servant, political appointees or contracts, there will be something that you learn to make this process simple, seamless and gracious.
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