Delivering Exceptional Service

How can customer experience (CX) contribute to “good government” and further amplify agency and cross-agency priorities?

Wednesday, April 28th, 2021

8:00am – 9:30am 

Co-Sponsored by

Presenting Sponsor

Today’s organizations must do more than simply deliver on customer expectations. As society’s needs evolve, government agencies must rise to meet new customer demands.

Across government, only 21% of customer needs are met on the first attempt. Eventual resolution often comes via more expensive channels, such as phone calls and in-person visits. Adopting a Customer Experience (CX) focus will help agencies become better stewards of taxpayer dollars, create a more satisfying employee experience, and reduce frustration for customers.

This seminar will address what CX is (and isn’t) and how leveraging CX as a shared service can support agencies in rising to meet customer expectations in an increasingly on-demand world. 

Invited Panelists
Cristina Perez, Customer Experience Lead, Cybersecurity Quality Services Management Office (QSMO), CISA, Department of Homeland Security
Mary Kay Byers, Senior HR Advisor to Director, Washington Headquarters Services, Department of Defense
Lashanda Hodge, Director Customer Experience, Center of Excellence, GSA

Moderator
Lindsey Ryan, Customer Experience Designer, The Clearing 

About The Clearing
The Clearing is a boutique professional services management consultancy that partners with top leaders as they address strategic and operational opportunities or risks in an intentional, time-bound, and human-centered way.  Inspired by the idea of creating “clearings” to tackle critical challenges, consulting veterans Chris McGoff and John Miller founded The Clearing in 2009. Today, we apply our people-first approach to change and transformation in service of leaders working to solve society’s most complex problems. www.theclearing.com 

Message to Shared Services Community – Coronavirus Contingency Plans

In light of public health concerns and the ongoing threat of the coronavirus, SSLC and our partner organizations are either re-scheduling or making remote participation options available for upcoming shared services events. Our monthly “Shared Services Forum for Agency Implementation Leaders,” co-sponsored with the National Academy of Public Administration (NAPA) and the Senior Executives Association (SEA), will continue as scheduled from 10am to 12 Noon on the second Thursday of each month via teleconference until further notice. Other Forums and events will also be held through remote participation for the duration of the emergency. More details about future events will be communicated when available. We hope our response will enable our important work of supporting the government’s shared services initiatives to continue with a high level of participation from our community with a minimum of disruption. Thanks to all for continued support as we pull together in service of our shared interests in improving government efficiency and effectiveness. If you have questions about particular events or other matters related to our coronavirus response, please feel free to contact us at: Info@SharedServicesNow.org

The SSLC-NAPA-SEA Forum Series for 2021

Now entering its third year, SSLC’s Forum series, presented in collaboration with the National Academy of Public Administration (NAPA) and the Senior Executives Association (SEA), is off to an exciting start in 2021.  Our original Shared Services Forum for Agency Implementation Leaders is a monthly workshop in which government executives who are leading shared services initiatives in their agencies bring their toughest challenges to the table for real-time collaborative problem-solving with their counterparts in other agencies and SSLC, NAPA and SEA leaders.  Over 100 executives from over 20 agencies have participated to date along with leaders from the four Quality Service Management Offices (QSMOs) charged to create future marketplaces for Financial Management, Human Resources, Grants and Cyber Security shared services.  Government executives who participate regularly have become the Forum’s strongest proponents and have testified to receiving high value insights and practical implementation support from their participation.  SSLC, NAPA and SEA believe the Forum represents a breakthrough in effective problem-solving and can become a model for advancing government modernization efforts.

Our new Future of Work Forum, also co-sponsored with NAPA and SEA, is exploring how emerging technologies and telework are transforming the nature of work and how government policies and cultures need to change to continue to leverage workplace innovations in the future post-COVID-19 environment.     

SSLC, NAPA and SEA are planning to launch additional Forums to support government modernization initiatives in the months ahead.  More information will be posted here when available.   

Forums are open to all interested government executives and industry shared services solution providers.  Dates of upcoming Forums are posted here: Upcoming Events. For more information about participating, please contact us at: Info@SharedServicesNow.org

Programs and Support

Educational Programs

How we advance understanding and acceptance of shared services in government.

Technical Assistance

How we leverage our members’ expertise to help government leaders succeed.

Professional Development

How we create and sustain a robust government-industry practitioner community.

Advocacy Activities

How we advocate for our interests in faster, more business-like implementation.

Download NAPA’s Podcast

Where policy meets practice, public administrators who make government work, and work for all.

Shared Services – Now!

What are Shared Services? “Shared services” is a business model for delivery of common back office administrative services, e.g., human resources (HR), financial management (FM), purchasing, etc., and common mission-support services, e.g., geospatial services, in which customer organizations receive services from experienced third party providers with high capacity platforms who can serve multiple customers more costeffectively than individual customers can serve themselves. LEARN MORE>

How Shared Services enable workforce and IT modernization objectives. In addition to providing enormous direct benefits of improved service and lower cost, shared services are a force multiplier of indirect benefits towards many other government reform and modernization objectives. LEARN MORE>

Why is legislation necessary? Shared services implementation has been underway in the Federal Government for decades with support from Presidential Administrations of both parties. Progress has been excruciatingly slow and discontinuous across administrations. LEARN MORE>

About the Shared Services Leadership Coalition

Mission Statement:
The Shared Services Leadership Coalition advocates that the Federal Government accelerate implementation of modernized shared service business models to reduce costs and improve performance of common administrative and mission related functions on behalf of the public interest in competent, cost-effective 21st Century government.

Goal Statement:
The Shared Services Leadership Coalition’s goal is to promote and facilitate government action to accelerate progress in “good government” shared services initiatives with the potential to realize annual savings of over $50 Billion in government administrative costs and substantial improvements in services, employee morale and government mission performance.

Leadership

SSLC is a member-driven organization led by a Management Team and a Board of Directors comprised of industry leaders from member companies and “at-large” members representing the public interest.

Management Team

John Marshall

Founder and CEO
Shared Services Leadership Coalition
Learn more >

John Duncan

Shared Services Leadership Coalition
Learn more >

Board of Directors

Laura Floyd

Senior Vice President,
CACI International
Learn more >

Hans Jaeger

Chief Client Development Officer
YRCI
Learn more >

Stephanie Mango

Business Unit Manager and Senior Vice President
CGI
Learn more >

Rob Burton

Partner
Crowell & Moring LLP
Learn more >

Christopher Hegedus

Vice President and General Manager
Diplomacy, Commerce, and Government Operations (DCGO)
GDIT
Learn more >

Scott Quehl

Principal Director,
Accenture Federal Services
Learn more >

Steve Goodrich

President and CEO,
The Center for Organizational Excellence, Inc.
Learn more >

Ayesha Rahman

Senior Vice President,
Savantage Solutions
Learn more >

Gretchen McCracken

CEO and Managing Partner,
Golden Key Group
Learn more >

Coalition Members

SSLC invites members to participate in the four categories below. For information about how to become a member, please click here.

Super Sponsor

CGIGKG Golden Key GroupACCENTURE

Executive Sponsors

General DynamicsYRCICACICOE Center for Organizational ExcellenceSavantage

Sponsors

INFORNAKUPUNA SOLUTIONSOBAN CORPPRIMCORPASCELLADELOITTEEY ERNST & YOUNGGUIDEHOUSEIBMMICROSOFTMONSTERREDHORSETHE CLEARINGGRANT THORTONPAPERLESS POST

Non-Profit Members

COALITIONPSCNAPANVTCPERFORMANCE INSTITUTESEACCAGW

Friends of the Coalition

SSLC has an extended support network of “Friends” who are recognized leaders in industry, public policy and administration and academia who support SSLC’s mission and participate occasionally in SSLC activities. The following is a partial list of the members of this impressive community.

Greg Au

Alan Balutis

Roger Baker

Paul Bartley

Dan Blair

Doug Bourgeois

Jonathan Breul

Mike Carleton

Dan Chenok

John Cherbini

Alan Chvotkin

John Condon

Mary Ellen Condon

Tim Cooke

Mukesh Dalal

Glenn Davidson

Tom Davis

Rich Dobbs

Judy Douglas

David Fisher

Mark Forman

Cindy Gallagher

Peter Gallagher

Steve Galvan

Ira Goldstein

Steve Goodrich

Kevin Greer

Bob Haycock

Pat Healy

Hudson Hollister

Jim Holt

Elaine Kamarck

John Kamensky

Steve Kelman

Jeff Kemmerer

Lou Kerestesy

Kathryn Kienast

Todd Lamonia

Anne Laurent

Vincent Ley

Jerry Lohfink

Todd Lyle

Dave Mayo

Dave McClure

Kimberly McCabe

Donna Morea

Kim Nelson

Marta Perez

Andre Pinto-Lobo

John Potts

Everett Ross

Tim Rund

John Salamone

Mike Sauer

Robert Shea

John Sindelar

Mike Smith

Carlos Solari

Stan Soloway

Richard Spires

Hal Steinberg

Bob Suda

Jim Taylor

Kathleen Turco

Leif Ulstrup

Bob Understein

David M. Walker

Joe Ward

Sherry Weir

Jim Williams

Dave Wennergren

Gene Zapfel

Contact

The Shared Services Leadership Coalition would like to hear from you. Please feel free to send us your comments and suggestions. We’ll respond as soon as possible. Thanks for your interest in the Shared Services Leadership Coalition.