EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committee. Matt’s extensive experience and expertise in information technology (IT) modernization, cybersecurity and identity management at the General Services Administration, the Office of Management and Budget, the Alliance for Digital Innovation and the Senate gives him a unique perspective on how to enable agencies to improve the services they deliver to their customers.  He believes that CX is ripe for bi-partisan, bi-cameral action.  Both sides get it.

In addition, Matt shares:

1. Why customer experience is important to improving trust in government from varied experience and expertise.
2. How his experience informed his decisions while serving as the Senior Staff to Chairman Gary Peters.
3. His perspective on the importance of IT modernization and cybersecurity to improving the experience customers have when interacting with the government.
4. The similarities between CX and cybersecurity in its maturation in government.
5. How to leverage Congress in moving the needle in service delivery.

“People should feel well served by its government,” said Matt.  I love those words.