Amira and Andy co-led the development of the President’s Executive Order Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. In addition to building on and institutionalizing government-wide efforts to improve customer experience, they worked closely with the White House and agencies to include specific agency commitments in the EO. This additional step of including agency-specific commitments represented going above and beyond traditional efforts to take government leadership’s focus on improving customer experience to the next level.

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Amira has formed a strong community of practice across the Federal government dedicated to improving customer experience with virtually no staff. She has held regular deep dives with HISPs over multiple years and been transparent with progress on performance.gov/cx. In addition, she spearheaded an effort to do journey-mapping of life events that led to the Biden-Harris embracing the selection of 5 life events and forming teams to lead transformations in this area. Andy has been critical in engaging OFCIO, USDS, and fully integrating the administration’s technology modernization efforts into customer experience work. He has formed strong relationships within the EOP and with agencies that has formed partnerships that will be critical to implementation efforts.

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Importantly, Andy and Amira are were named Co-Implementation Leads of the PMA’s strategy to improve customer experience and working closely with both Priority Area Leads (PMC members) as well as strategy leads identified in the PMA.The White House The additional evidence that shows the connection between trust in government and people’s experiences with the quality of services provided directly provide additional significance for this work.