Tashona Beale played a crucial role in establishing the first-ever customer experience component at the Department of Defense's Washington Headquarters Service (WHS). She took the initiative to educate herself in customer experience and human-centered design, obtaining relevant certifications and engaging with stakeholders and industry leaders to guide WHS's optimization efforts.

 

Tashona's foundational work identified areas for potential improvement, such as strategic customer experience development and data-driven decision making based on customer feedback. She developed the first Blanket Purchase Agreement accessible to WHS and the Department of Defense, specifically addressing department-wide customer experience strategic development.

 

Through collaboration with WHS leadership and customers, Tashona gained momentum and support for her forward-thinking approach. Her energy, collaborative spirit, and introduction of innovative operational concepts have driven improvements and enhanced service within the federal government.

 

Utilizing the resources of the Blanket Purchase Agreement, Tashona continues to develop strategic plans for improved customer experience. Her goal is to contribute innovation and revolutionize the federal government's approach to customer experience. The standards of service she is developing will serve as the backbone for WHS's efforts to meet the needs of customers, the workforce, and stakeholders. Tashona's customer-centric approach and dedication to innovation will profoundly impact the operational foundation of the federal government, enabling the provision of exceptional customer experiences.