Martha is a customer experience (CX) evangelist who believes that using the principles and practices in CX can transform the way that the government delivers services to its customers, including employees, external customers, other agencies and suppliers. To continue driving improvements to government customer experience, Martha founded Dorris Consulting International (DCI) to support federal agencies and private sector companies in supporting agencies' service delivery. Martha currently hosts “The CX Tipping Point Podcast” and releases a monthly Citizen Services Newsletter to share the successes in the US and around the world.

 

Martha founded the Service to the Citizen Awards Program to recognize Champions of Change in government and industry that change the lives of Americans. In six years, the STTC Awards Program has recognized over 700 govt and industry champions of change that have significantly improved citizen services.

 

As a CX professional, Martha supports companies applying CX principles and practices to the way they serve their government customers. Using her 34-year government career and customer and digital experience, she developed an understanding of the way the federal government is implementing CX and DX, its unique challenges that the government faces, and opportunities for improvements within the federal government. Using this knowledge, Martha helps companies navigate the complexities of the federal government in this space. CX is the delivery of the mission and touches all aspects of the agency's operations.

 

To build a customer-focused culture and train government executives on CX principles and practices, she designed a one-day CX program for government executives through OPM's FEI. In addition, she co-designed a CX leadership program through the University of Virginia|Northern Virginia's Customer Experience Leadership Institute. Martha speaks and presents on CX in the government on a regular basis.

 

Martha supports the US Cyber Challenge, a program supported by the Center for Internet Security to create cybersecurity leaders and reduce the shortage in the cyber workforce.

 

Prior to retiring, Martha spent almost 34 years at the General Services Administration where she gained experience in acquisition, technical and program management, digital government and customer or citizen experience.  Martha led the Office of Citizen Services for over 12 years where she oversaw the delivery of information and services to the public and the creation of shared products and services provided to other agencies to support their efforts to improve the service and experience provided to their customers.    

 

Martha has been active in the information technology community for over 40 years. 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, 2011 and 2023

• 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