Service to the Citizen Awards
Frequently Asked Questions
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The Service to the Citizen Awards were created by Martha Dorris, the Founder of the Public Service Leadership Academy. The awards were created after she recognized throughout her government career that the public servants on the front lines were not honored and celebrated in the same manner that other officials were. This is fulfilling her dream of recognizing those people who change the lives of the customers they serve and the American public.
The Service to the Citizen Awards Program was created in 2018.
A Service to the Citizen award recipient must meet the following qualifications:
Be from federal, state, local government or industry
Someone who has demonstrated that they have gone above and beyond or demonstrated dedication and commitment to delivering services that impact the lives of citizens either directly or through internal services
A Government Executive of the Year must meet the following qualifications:
Someone who has been in a leadership role
Is committed to the improvement of government services to the public or to internal efficiency that supports government services
Has demonstrated results that have changed the lives of citizens
The Industry Executive of the Year must meet the following qualifications:
Someone who has been in a leadership role
Is committed to the improvement of government services to the public or to internal efficiency that supports government services
Has a partnership with the government that has demonstrated results that have changed the lives of citizens
The Legislative Executive of the Year must meet the following qualifications:
Someone who has sponsored legislation impacting the delivering of services that impact citizens
The Lifetime Achievement Award recipient must meet the following qualifications:
Someone who has been dedicated to the delivery of excellence in services to the public for many years
Multiple roles and positions that have led to improved government services is important
The delivery of services through the business discipline of customer experience is relatively new in both government and industry. However, there are leaders in government and industry who have been committed to improving government services for many years (before it was as much of a focus as it is today). This is presented to someone who pushed the boundaries to drive change against resistance to change.
This is our newest award. The Rising Star Award must have the following qualifications:
Someone at the GS-13 level or below or less than 5 years of experience who has demonstrated initiative in driving change to improve services to citizens
Demonstrated “out of the box” thinking and a commitment to improving the lives of citizens
Category 1: Building a Customer-Focused Building
This category will have multiple recipients who have:
Enabled governments to deliver improved government services
Improved the employee experience and engagement to drive improved services
Category 2: Delivering Excellence in Digital Services
This category will have multiple recipients who have:
Reimagined digital services
Delivered cross agency digital services at specific life events
Delivered equitable and inclusive services
Delivered excellence in government benefits and services (e.g. healthcare services)
Category 3: Using Innovation, Data and Breaking Down Organizational Barriers
This category will have multiple recipients who have:
Used innovative practices to reimagine government services
Used human centered design to improve
Used of data to deliver improved services
Broke down barriers
Streamlined and broke down government boundaries and the creation of government-wide coalitions
Category 4: Use of Innovative Technologies to create a Simple, Seamless and Secure Service Delivery
This category will have multiple recipients who have:
Used emerging or advanced technologies to improve services to customers or employees (e.g., Artificial Intelligence (AI), identity management, biometrics)
Implemented Cybersecurity to create a seamless digital experience
Category 5: Government Agencies Serving Other Government Agencies
This category will have multiple recipients who have:
Apply customer experience principles and practices to the services delivered to other agencies
Category 6: Other
Anyone can nominate someone for a Service to the Citizen Award. Nominations may be from either the government or industry.
Awards recipients are normally given to the implementation of technology without consideration for the program, business, or support functions that are necessary to deliver the mission of an agency. There are many unsung heroes in agencies that make these services possible. This is a way to demonstrate the value that everyone plays to your team. It’s intended to move the culture to a more customer-focused culture.
For industry, nominating a government partner gives them visibility for the tireless work they do to improve services.
Yes, we understand that it is not just one person who makes a difference so please include teammates.
After the nomination process has been closed, the selection committee will meet and review the documented results of each nomination that was submitted in detail.
Start drafting the nomination early to allow enough time to seek permission from references.
The nomination should tell a compelling story. Describe the impact that the individual or team had on customers or employees.
Always include what the person or team did that was extraordinary.
Include metrics to demonstrate impact. Try to include the numbers that demonstrate the significance of the nominee’s work or accomplishments (i.e. the number of participants/recipients, or the amount of money or resources saved.)
Ask the reference(s) before including someone’s name on the nomination. References should have a direct knowledge of the work and impact of the nominee.
All nominations are due April 4, 2025. The award winners will be announced by the end of June. The award celebration will be on September 19, 2025 at the Waldorf Astoria in Washington, DC.
We have numerous sponsorship opportunities available for the awards program. Please contact us at info@servicetothecitizen.org for more information.