Having previously worked at the U.S. General Services Administration (GSA) for over three decades, Martha Dorris has encouraged the government to embrace customer experience methodologies, disciplines, and strategies to build a holistic view of their customer expectations. She has also been helping companies that work in the government space to understand the government’s priorities and incentives while assisting agencies to embrace the need to improve the services they deliver.
Driven by Martha Dorris’ extensive expertise in the government and private sector, DCI is constantly working to improve how the public interacts with and accesses information and services from the federal government. DCI is supporting companies that specialize in all aspects of customer experience (CX), from strategic consulting, to understanding their customers, to implementing technologies that improve customer experience to communications and marketing. Further, DCI supports the exchange of best practices between government and industry through a CX Community of Interest (CoI); the transfer of knowledge and experience from the government to government, industry to government and between the United States and other national governments; and the continuation of CX knowledge transfer through training and education.
Martha firmly believes that the public deserves a better quality of service from their government—one that can make their lives as easy as possible. So she seeks to remain on top of what the government’s pain points are and then develops services to help address those requirements. Martha has assisted various contact center companies in better understanding the government’s challenges in delivering the types of services that the government requires, including the latest technologies that provide an omni channel experience, which is truly novel for the government. According to Martha, when it comes to deploying technology to create an omni-channel experience, one must be able to consistently deliver the same information across all delivery channels and have the technology to do so. Martha assists companies in understanding the complexities of the government CX ecosystem to ensure they can help deliver the digital experiences that the public demands. All in all, Martha strives to shore up both sides (demand & supply) so that it creates a beautiful partnership in favor of enhancing the lives of government consumers.
Martha firmly believes that the public deserves excellent, equitable and secure services from the government and making their lives as easy as possible