Mike Raker

And I mean, I think of my parents who are like, what the heck is happening? And how do you really build for everyone?

We have a CX accelerator that works in my organization that's in a digital group that we have absolutely world-class designers, right? Service designers and the like that can, that are skilled at building systems that give you multimodal, omni-channel ways to engage with citizenry. We've got a trophy case to back it up, but it's not really about that, right?

We have a CX accelerator that works in my organization that's in a digital group that we have absolutely world-class designers, right? Service designers and the like that can, that are skilled at building systems that give you multimodal, omni-channel ways to engage with citizenry. We've got a trophy case to back it up, but it's not really about that, right?

We have a CX accelerator that works in my organization that's in a digital group that we have absolutely world-class designers, right? Service designers and the like that can, that are skilled at building systems that give you multimodal, omni-channel ways to engage with citizenry. We've got a trophy case to back it up, but it's not really about that, right?

It's the meat of the question that I think, you know, I always work with that team about is even if we have great outcomes at a contract level, There's only one outcome that matters to the citizen, and that's their outcome. Right. And every person you leave behind is one person that didn't get that service.

It's the meat of the question that I think, you know, I always work with that team about is even if we have great outcomes at a contract level, There's only one outcome that matters to the citizen, and that's their outcome. Right. And every person you leave behind is one person that didn't get that service.

It's the meat of the question that I think, you know, I always work with that team about is even if we have great outcomes at a contract level, There's only one outcome that matters to the citizen, and that's their outcome. Right. And every person you leave behind is one person that didn't get that service.

And it tends to be the more vulnerable parts of the population that tend to fall in those traps. Right. And it's our job to make sure that there is no one left behind in that. We do everything we can in human-centered design and good CX and all that to implement systems, but inevitably you're going to miss something, right?

And it tends to be the more vulnerable parts of the population that tend to fall in those traps. Right. And it's our job to make sure that there is no one left behind in that. We do everything we can in human-centered design and good CX and all that to implement systems, but inevitably you're going to miss something, right?

And it tends to be the more vulnerable parts of the population that tend to fall in those traps. Right. And it's our job to make sure that there is no one left behind in that. We do everything we can in human-centered design and good CX and all that to implement systems, but inevitably you're going to miss something, right?

Or the mission's going to change and the policy changes and something slips through the cracks, which means this is really about in live operations that you're collecting the data off the systems that gives you the insight first to first recognize that somebody's been missed, right? Right.

Or the mission's going to change and the policy changes and something slips through the cracks, which means this is really about in live operations that you're collecting the data off the systems that gives you the insight first to first recognize that somebody's been missed, right? Right.

Or the mission's going to change and the policy changes and something slips through the cracks, which means this is really about in live operations that you're collecting the data off the systems that gives you the insight first to first recognize that somebody's been missed, right? Right.

That's your first job, because if you don't know what's happened, you can really kid yourself that, hey, look at my CSAT scores and my whatever other metrics that I'm being judged by are well above industry average. And we can pat ourselves on the back too hard. But that doesn't matter to the person that didn't get the service. And data is the key to unlocking. What are we missing? Right.

That's your first job, because if you don't know what's happened, you can really kid yourself that, hey, look at my CSAT scores and my whatever other metrics that I'm being judged by are well above industry average. And we can pat ourselves on the back too hard. But that doesn't matter to the person that didn't get the service. And data is the key to unlocking. What are we missing? Right.

That's your first job, because if you don't know what's happened, you can really kid yourself that, hey, look at my CSAT scores and my whatever other metrics that I'm being judged by are well above industry average. And we can pat ourselves on the back too hard. But that doesn't matter to the person that didn't get the service. And data is the key to unlocking. What are we missing? Right.

Who's falling through the cracks? How do we make sure that we can identify who should be enrolled, not just who is enrolled, who has tried to enroll and fail? Working with customers and really driving the data out of that so that we know what a perfect score looks like and identify the trends, conditions under which people are falling through the cracks.

Who's falling through the cracks? How do we make sure that we can identify who should be enrolled, not just who is enrolled, who has tried to enroll and fail? Working with customers and really driving the data out of that so that we know what a perfect score looks like and identify the trends, conditions under which people are falling through the cracks.

Who's falling through the cracks? How do we make sure that we can identify who should be enrolled, not just who is enrolled, who has tried to enroll and fail? Working with customers and really driving the data out of that so that we know what a perfect score looks like and identify the trends, conditions under which people are falling through the cracks.

That's why we're always in a data-driven system, because how does that CX experience change over time with the citizenry and who we're serving and make sure that it's personalized to everyone out there?