Founder and CEO
MY COMMITMENT TO GOVERNMENT CUSTOMER EXPERIENCE
I promise to leverage my passion, network and resources to help government agencies improve the way they deliver services to the public.
Martha has almost 34 years of government experience in acquisition, technical and program management to customer experience. Martha has run many government organizations that build and deliver agency and citizen facing programs to deliver government services anytime, anywhere on any device. Most recently, Martha led and managed GSA’s Office of Strategic Programs where she brought a customer-centric lens to the services and acquisitions they award.
Martha has been active in the information technology community worldwide. She has served as the Chair of the American Council for Technology (ACT) and numerous positions with the International Council for IT in Government Administration (ICA).
Martha’s efforts have been recognized through:
Federal 100 awards in 2004, 2006, 2008, and 2011
Government Computer News Civilian Executive of the Year 2009
Presidential Rank Award 2009
ICA Distinguished Service Award
Presidential Award for Management Excellence for USA Services
Sammie Finalist for Citizen Services 2012
Administrator’s Meritorious Service Award 2015
Franke Award from ACT-IAC 2015
Martha served in areas within the U.S. General Services Administration from the Federal Acquisition Service’s IT programs and government-wide contracts to Office of Citizen Service and Innovative Technologies’ multitude of programs, platforms and communities to drive the transformation to a 21st century digital government.
As the Director of the Office of Innovative Technologies, programs under her leadership included FedRamp, Data.gov, and Challenge.gov. These programs created a more open, secure, efficient and customer centric government. Martha has been driving the focus on customer experience across government. For over a decade, she led the Federal government’s direct service to the public through USA.gov, GobiernoUSA.gov, and the National Contact Center. She increased the government’s use of social media to deliver services as well. In addition, the Office of Citizen Services created communities of practice (CoPs), shared services such as DigitalGov Search and the Digital Analytics Program (DAP) that built capabilities within agencies to deliver digital services.
Martha evangelized customer experience within GSA and across government. She advocated for the creation of the GSA Chief Customer Office and participated in it's creation and early efforts. She was an advisor to the Cross Agency Priority (CAP) goal on Customer Service from it's creation through it's first phase. In addition, she drove the adoption of customer experience as a priority area for ACT-IAC and served as the first government co-chair. She now serves as the industry co-chair of the ACT-IAC Community of Interest (CoI) where support was provided to the Department of Veterans Affairs during their creation of the Chief Veterans Experience Office and two CX summits which have been held to continue the government CX transformation.
She strives to give back to the government IT and CX communities through volunteer activities including co-coaching in the Excellence in Government Fellows Program at the Partnership for Public Service.