CX + Digital Services | USMC Modernization  | TSP Update

Enhancing Federal Digital Services through Customer-Centric Approaches at OPM

Beth Martin, a Digital Service Expert at the Office of Personnel Management (OPM), discussed how OPM is integrating customer experience with digital transformation efforts, both tactically and strategically. She highlighted OPM's approach to incorporating human-centered design, software engineering, and cloud services into their digital services offerings. Martin also introduced the concept of "Moneyball for customer experience," emphasizing the importance of aligning services with strategic goals and the President's management agenda. She stressed the continuous nature of digital transformation, advocating for constant improvement, vigilance against complacency, and the importance of communication to enhance customer experience and accessibility.

Key Takeaways:

1. Integration of Customer Experience: OPM emphasizes the integration of customer experience into digital transformation, focusing on human-centered design and strategic alignment.
2. Continuous Improvement and Avoidance of Complacency: The importance of ongoing efforts to enhance user experience, avoid stagnation, and remain adaptable to new technologies.
3. Strategic Alignment with Policy Goals: Utilizing the "Moneyball" approach to align digital services with strategic goals and policy requirements, ensuring that government efforts are focused and effective.

Advancing Marine Corps Capabilities through Network Modernization and Space Integration

LtGen Matthew Glavy, Deputy Commandant for Information at the USMC, discussed the Marine Corps' network plan in support of the Commandant's priorities: people, readiness, and modernization. He highlighted the transformation of the Marine Corps' network into a hybrid cloud, enhancing data availability for warfighters. Glavy emphasized the critical role of command and control, the importance of mastering data beyond hardware (focusing on software), and the strategic significance of space for military operations. He argued for a holistic approach that integrates air, space, and cyber domains to enhance the Marine Corps' warfighting capabilities.

Key Takeaways:

1. Hybrid Cloud Network Transformation: The transition to a hybrid cloud to ensure data is available to warfighters wherever needed.
2. Software-Centric Approach to Warfare: Shifting focus from hardware to software to improve flexibility and capabilities in operations.
3. Strategic Importance of Space: Recognizing space as a critical domain for intelligence, surveillance, and reconnaissance, and command and control capabilities.

Balancing Risk Management with Employee Engagement at the Federal Retirement Thrift Investment Board

Kim Weaver, Director of External Affairs at the Federal Retirement Thrift Investment Board, discussed the Thrift Savings Plan's (TSP) approach to risk management and employee engagement. She explained how the TSP evaluates and categorizes enterprise risks, emphasizing the importance of a dynamic and comprehensive risk management framework. Weaver highlighted the success in engaging employees, as evidenced by high performance confidence and satisfaction in the Federal Employee Viewpoint Survey. She detailed the TSP's process of continuous improvement and engagement with employees to align their efforts with the agency's strategic goals.

Key Takeaways:

1. Dynamic Enterprise Risk Management: TSP's approach to assessing and managing risks through a detailed and evolving framework.
2. Employee Engagement and Satisfaction: High levels of employee engagement and satisfaction contribute to the organization's success and effectiveness.
3. Continuous Improvement Based on Feedback: Utilizing employee feedback and performance data to guide strategic decisions and improvements.