U.S. DEPARTMENT OF HEALTH AND HUMAN SERVICES
U.S. FOOD AND DRUG ADMINISTRATION
Office of Digital Transformation
Joshua Lehman is nominated for Government Executive of the Year for his exceptional work as the Chief Customer Experience Officer (CXO) and Director of the Office for Business and Customer Assurance Office in the Office of Digital Transformation (ODT) at the Food and Drug Administration (FDA). Under his leadership, the FDA has implemented digital products and services to enhance user experience, including Microsoft 365 tools, ZoomGov, and updates to Windows operating systems, improving IT experiences for remote users during the pandemic.
Joshua played a key role in the Return to Facilities Initiative, leading efforts to assess the present state and develop plans for a smooth transition to hybrid work. He introduced agency-wide education campaigns to ensure effective hybrid meetings. Through the expansion of the IT Call Center service model, Joshua revolutionized the IT Helpdesk by implementing self-service options and uptraining Tier 1 agents, resulting in an 80% resolution rate at first contact.
His collaborative leadership style empowers employees to reach their highest potential, encouraging innovative thinking to better serve FDA users. These achievements have directly impacted the public by advancing collaboration capabilities in public health initiatives and providing FDA medical product reviewers with the necessary tools and data for critical regulatory decisions.
Joshua's commitment to customer experience, digital transformation, and empowering his team has positioned the FDA to deliver enhanced services and outcomes to the public.
SERVICE TO THE CITIZEN AWARD WINNER
Chief Customer Experience Officer and Director
Office of Business and Customer Assurance,
Office of Digital Transformation,
U.S. Food and Drug Administration