Agriculture Secretary Perdue visits the Rural Development booth at the Impact Expo, 2019

CX IMPLEMENTATION

Collaborator

Create a cascade of networks

CASCADE OF NETWORKS

CX Champions

I revamped the CX Champions program to ensure that each Champion had that magical blend of courage, enthusiasm, learner mindset, empathy and charisma to enable them to lead the charge for each of their agencies as communicators, visionaries, opportunists, and educators. Once we had the right team on board, I led design and implementation of a three day in-person training in July 2019, tapping into OPM Lab and our federal CX partners to help us build our strategy and momentum around CX for USDA.

Attendees: 34 CX Champions, representing all Mission Areas and Staff Offices across USDA

Flash Mentorship with CX Federal Experts from: Veterans Experience Office, Architect of the Capitol, General Services Administration, and the US Patent and Trademark Office

Developed:

Lead Indicators for success for the CX Champion Program
Plan for connections with Mission Area and Staff Office leadership
Action Item Recommendations from leadership panels

Presented to the Secretary of Agriculture for consideration:

CX Guiding Principles for USDA

Impactful

Provides tangible value to our customers

Responsive

Evolves to meet our customers' diverse needs

Service-Driven

Empowers employees to exceed customer expectations

Trustworthy

Builds credibility through openness

COMMUNICATE, COMMUNICATE, COMMUNICATE

MONDAY MINUTES

I designed this weekly newsletter for distribution to leadership and CX Champions to get people excited about what we were building for them. I also wanted to share a little flavor of our team culture (I christened us Team Hedgehog after Jim Collins' Good to Great).

July 8 Monday Minutes

FACT SHEET FOR ASK USDA

I created this fact sheet as a one pager to hand out at an information session/meet-and-greet for our Ask USDA Contact Center Customer Service Representatives and USDA leadership.

Fact Sheet Ask USDA

CELEBRATE CHANGE AGENTS

Ask USDA Anything! Coffee, Conversation and Customer Service

February 2020

As the Ask USDA Contact Center entered a new phase, shifting from a pilot concept--which I developed and implemented--to expanding across the Department, I wanted to ensure that those who had built the pilot with me were recognized for their accomplishments. I also wanted to make sure we captured their lessons learned, as they were truly the experts on this new, enterprise approach to providing our customers with centralized information.