Strategic Shifts: Navy Agility, CX Evolution, and Acquisition Reform

Original Broadcast 4/27/25

Presented by Maximus

This week’s Fed Gov Today with Francis Rose features top leaders driving change across national security, customer experience, and government acquisition. Admiral Daryl Caudle, Commander of U.S. Fleet Forces Command, details the Navy’s evolving “One Atlantic” strategy to increase agility across global theaters. MaryAnn Monroe, Vice President of the Customer Experience Accelerator at Maximus, explains how the new Government Service Delivery Improvement Act is reshaping how agencies serve the public. Finally, Roger Waldron, President of the Coalition for Common Sense in Government Procurement, and Crystal Philcox, former Assistant Commissioner of the Federal Acquisition Service at the General Services Administration (GSA), unpack a pivotal executive order positioning GSA as the lead buyer of common goods and services for the entire federal government.

One Atlantic: The Navy’s Evolving Blueprint for Global Agility

Admiral Daryl Caudle, Commander of U.S. Fleet Forces Command, outlines how the Navy’s “One Atlantic” concept is enhancing operational flexibility across multiple theaters. By breaking traditional boundaries in force deployment and integrating real-time data, the Navy is achieving mission effectiveness with fewer resources. He also discusses expanding this concept to SOUTHCOM and the Red Sea, highlighting rapid doctrinal adjustments and the evolving strategic importance of the Arctic.

Key Takeaways:

• Force Sharing Boosts Efficiency: The One Atlantic model enables the Navy to complete missions with ~30% fewer forces by streamlining coordination across command boundaries.

• Real-Time Learning Loops: Lessons learned from real combat are now informing doctrine within days, down from months or years, thanks to advanced data integration and feedback mechanisms.

• Arctic Awareness: ADM Caudle stresses the strategic value of the Arctic and the need for increased U.S. presence amid growing international interest and resource competition.

Frictionless Government: The Service Delivery Vision Behind New CX Mandates

MaryAnn Monroe, VP of the CX Accelerator at Maximus, explains the impact of the Government Service Delivery Improvement Act. She emphasizes how the law not only mandates agency-level CX leads but also drives government-wide alignment on service metrics, tech adoption, and personalized public services. Monroe also underscores the crucial role of employee training in realizing the law's goals.

Key Takeaways:

• CX Leads Across Government: Agencies must designate service delivery leads to implement CX strategies aligned with new OMB guidance.
• Tech-Driven Personalization: The push is on for frictionless, secure, and omnichannel public services powered by AI and automation.
• Employee Enablement is Essential: Frontline staff need training and support to adopt new technologies and ensure successful CX outcomes.

Acquisition Overhaul: GSA’s Expanding Role and What It Means for Agencies and Industry

Roger Waldron and Crystal Philcox break down a new executive order placing GSA in charge of common goods and services procurement. They examine implications for federal agencies, contractors, and the Federal Acquisition Service, highlighting the opportunities—and challenges—of centralization. Automation, FAR reform, and contract consolidation are all key elements of the evolving procurement landscape.

Key Takeaways:

• Consolidation is Coming: GSA will manage most common goods and services for the federal government, starting with four pilot agencies.

• Technology Will Enable Scale: Expanding GSA marketplaces and AI-assisted processes can ease the procurement burden on agencies.

• Industry Should Take Note: Vendors must closely monitor these shifts, as they represent transformative opportunities in federal contracting.