Jordan LaPier
(202) 495-3320

Media Advisory: Customer Experience Summit

July 5, 2018

WASHINGTON – On Thursday, July 12, the nonpartisan, nonprofit Partnership for Public Service and Accenture Federal Services will host the 2018 Transforming Customer Experience in Government Leadership Summit.

Designed to share key insights and strategies for improving customer interactions with federal agencies, the summit will feature a panel discussion with executives from the Departments of Agriculture, Health and Human Services and Veterans Affairs. The summit also will include remarks from Rep. Barry Loudermilk (R-Ga.), who recently introduced legislation addressing customer experience, and feature USAA Vice President Brian Schwegler, who will highlight why the Fortune 500 company was recently ranked best-in-class by the Forrester’s 2018 U.S. Customer Experience Index.  

Enhancing the customer experience with government is a key component of the president’s management agenda, which has drawn heightened interest in Congress and, for the past several years, been a focus for a number of federal agencies. The Office of Management and Budget recently emphasized the importance of this issue, providing guidance to agencies regarding the collection and use of customer experience data to better measure citizen satisfaction with government services.

The Partnership for Public Service and Accenture have collaborated with federal agencies since 2014 to improve the customer experience with government. The work has included white papers, research reports, roundtable discussions and summit meetings designed to shed light on the customer experience and to highlight best practices. Together, they recommend agencies collect customer feedback, make better use of data, develop a customer experience plan, establish a customer experience leadership team and workforce, and work with Congress to remove barriers that have impeded progress. 

WHAT:  2018 Transforming Customer Experience in Government Leadership Summit


  • Barry Loudermilk (R-Ga.)
  • Brian Schwegler, vice president, member insights, USAA
  • Kimberly Brandt, principal deputy administrator for operations, Centers for Medicare and Medicaid Services, Department of Health and Human Services
  • Joe Doyle, director of the Office of Customer Experience, Department of Agriculture
  • Charles Worthington, chief technology officer, Department of Veterans Affairs
  • Elaine Beeman, senior managing director, Accenture Federal Services
  • Max Stier, president and CEO, Partnership for Public Service
  • Eric Keller, senior manager, Partnership for Public Service

WHEN: Thursday, July 12, 9:00 – 10:30 am (8:30 am, registration)   

WHERE: Partnership for Public Service                        

1100 New York Avenue, NW, Suite 200 East

Washington, D.C.         


During the past 17 years, the Partnership has been dedicated to making the federal government more effective for the American people. We work across administrations to help transform the way government operates by increasing collaboration, accountability, efficiency and innovation. Visit to learn more.