OFFICE OF POLICY & LEGISLATIVE INITIATIVES DIVISION
2021
SERVICE TO THE CITIZEN AWARD WINNERS
STEVEN "SHEP" SHEPHERD
TARA WATERLANDER
LENA ALBIBI
Special Assistant,
Fair Housing & Equal Opportunity
Program Analyst,
Fair Housing & Equal Opportunity
Program Analyst,
Fair Housing & Equal Opportunity
DYLAN HAYDEN
Program Analyst,
Fair Housing & Equal Opportunity
JOSEPH J. CARROLL
Program Analyst,
Fair Housing & Equal Opportunity
Steven Shepherd (Shep) identified the lack of plain language on HUD websites and led an External Communications Committee to help map out the customer experience blueprint of the complaints and investigations process performed by the agency.
Through the development of the Service Blueprint, the Committee was able to identify numerous projects that could be implemented to improve communications and customer experience. These projects included standardizing its discrimination hotline, updating the complaint form to include a modernized version that is accessible from mobile devices, and provided additional information and clarity for customers.
In addition, he ensured all projects were done in plain language according to the Executive Order, and he piloted two programs through the GSA Center of Excellence, which included collecting data/feedback from consumers about their experience, and drafting prototypes of new website content to better explain information for consumers.
Using human-centered design methodologies, Shep is putting the customer at the forefront of his work. He helps equip his team to do the same and ultimately delivers a service to the end-users at HUD who could use some extra help. The revolutionary work that Shep has led will bring better customer experience to all stakeholders and will have an impact for years to come. He inspires his team, who says they are proud of the work they accomplished under Shep's leadership.