PROJECT 38: The government's customer experience push is also an industry effort
Ad Hoc's co-founder and CEO Greg Gershman goes over the business community's role in improving government customer experience for this episode. Courtesy of Ad Hoc.
By
Ross Wilkers
The business community's role in how federal agencies pursue their customer experience agendas is the focus of this episode featuring our Ross Wilkers' conversation with Greg Gershman, part of the Healthcare.gov rescue team and now CEO of digital services company Ad Hoc.
President Biden's customer experience executive order signed in December 2021 puts technology at the center of efforts to improve how citizens obtain services from federal agencies.
Which brings up these questions that are the focus of this Project 38 episode: What tech tools are best for certain efforts? How do agencies apply those tools? How do agencies go about buying them?
Senior Staff Reporter Ross Wilkers got some answers to those questions and more from Greg Gershman, co-founder and CEO of a digital services company looking to be a part of the citizen experience transformation.
Gershman was one of the core team members responsible for fixing HealthCare.gov after its troubled launch and helped start Ad Hoc with the idea of using some of those lessons learned to improve government service delivery.
NEXT STORY: PM Consulting Group hires new growth leader