The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 64: A Digital-First Future for Every American featuring Frank Bisignano on Modernizing SSA and IRS
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS).
Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how those experiences shaped his approach to public service. In his new dual roles at SSA and the IRS, he underscores his commitment to modernization, technology, and customer experience, focusing on how to effectively lead two of the largest organizations that touch nearly every American.
Throughout the conversation, he discusses his management philosophy, the importance of technology as an enabler, and his dedication to employee growth and development. He also reflects on his recent letter marking the 90th anniversary of the SSA, highlighting the agency’s modernization priorities and renewed focus on serving the public.
The discussion explores the Digital First agenda at SSA, which aims to enable 200 million Americans to transact digitally, while still ensuring that services remain accessible by phone and through field offices for those who need them.
Tune in to hear more about:
- His perspective on the depth and diversity of SSA’s customers
- How he measures success in modern government service delivery
- Key improvements and successes already underway at SSA
It was an honor to speak with Commissioner Bisignano, stay tuned, he’s already requested a follow-up conversation in six months!
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