As a detailee from the Office of Customer Experience (OCE) at the General Services Administration (GSA) to the Partnership for Public Service, I am pleased to highlight the impactful work of the CX Organization Design (CX Org Design) Roundtable series. This initiative was established in response to a survey by The Office of Management and Budget (OMB) identifying organizational design as a critical area for improvement in customer experience (CX). The roundtable series aims to address these challenges using Human-Centered Design (HCD) principles, providing a collaborative platform for emerging CX teams to enhance their practices and build a strong executive network.

 

The initiative began with extensive research, including interviews with over 30 stakeholders and analysis of nearly 800 past equity recommendations. This groundwork informed the development of the series, which focuses on key areas such as Organization Design, Culture & Measurement, Hiring, Funding for Scale, and Governance. The roundtable is structured around monthly expert-led sessions, interactive discussions, and a mentor-protege system that supports continuous learning and knowledge sharing.

 

The mentor-protege component has been particularly effective, fostering meaningful exchanges and collaboration among CX offices. This peer-to-peer learning environment has enabled over 14 CX offices to share best practices, enhancing federal service delivery and promoting a unified approach to CX across agencies.

 

The benefits of the CX Org Design Roundtable Series are evident in the improved public service delivery and the strengthened capacity of federal agencies to implement effective CX practices. Participants have reported valuable insights and practical advice, with significant praise for the diverse range of speakers and the collaborative nature of the sessions. The series has also been recognized for its role in broadening perspectives and facilitating valuable connections, with notable endorsements from figures like former Secretary Bob McDonald.

 

Looking ahead, the initiative aims to institutionalize these best practices across federal agencies by December 2025, continuing to evolve based on feedback and the dynamic needs of public service. The series exemplifies how strategic partnerships and innovative approaches can drive systemic change and improve the federal government's responsiveness and efficiency.