Harrisburg, PA – The Pennsylvania Department of Environmental Protection (DEP) is establishing a Customer Experience Management Advisory Council (CXMAC) to advise DEP’s Acting Secretary and Chief Customer Experience Officer on strategies and improvements to enhance service delivery to the public. CXMAC brings together a team of experts from private businesses, non-profit organizations, and government agencies.
Pennsylvanians should be able to easily access government services – and there should be no wrong door to reaching help. The CXMAC will convene quarterly to regularly evaluate DEP’s customer service experience, make recommendations for improvements, and then evaluate their success. The goal is to ensure DEP’s services are accessible to Pennsylvanians and that DEP is quickly and effectively doing its job for the public – everything from permitting to plugging wells to investigating environmental complaints.
“CXMAC will play a key role in DEP’s modernization efforts and will help our agency deliver services more efficiently while still maintaining important environmental protections to better serve Pennsylvanians,” said DEP Acting Secretary Jessica Shirley. “The executive expertise and experience on CXMAC will guide DEP in improving the customer’s experience by applying private-sector management principles. The Commonwealth should be moving at the speed of business.”
“I am looking forward to working with the Council and with Acting Secretary Shirley to improve the customer experience at DEP,” said Chief Customer Experience Officer Rosetta Carrington Lue. "The creation of CXMAC is a game-changer and a positive step towards achieving those goals because their expertise and feedback will help DEP develop innovative strategies to better serve our communities, which is a key priority under the Shapiro Administration."
CXMAC is composed of members with extensive experience and knowledge in customer experience, including human-centered design, large-scale organizational change, digital experience, and customer advocacy. Their combined expertise will be instrumental in shaping the DEP's future and fostering a more efficient and user-friendly experience for all. Members of CXMAC are:
- Timothy Pulte, Executive Managing Director- Market Leader Philadelphia Tri-State Region at Colliers
- Curtis J. Gregory, PhD, Associate Professor in the Strategic Management department and Academic Director of Experiential Learning at Temple University Fox School of Business
- Michael Jackson, Vice President, Global Head of Industries at DocuSign
- Tracey Zimmerman, Founder and Chief Executive Officer at Forever Human.ai
- Dilshad Albert, Managing Director of Business Development at Guidehouse
- Lisa Biggica, President and Chief Executive Officer at UniqueSource
- Alexandra Dailerian, Vice President, Impact & Inclusion at Comcast
- Maryann Monroe, Vice President, Total Experience Solutions and Services at Maximus
The launch of CXMAC is a prime example of the how private sector can support government agencies. With the guidance of the CXMAC, DEP is committed to transforming its services to serve Pennsylvanians more effectively and efficiently. Incorporating CXMAC’s expertise is one step in an ongoing effort to “delivering every promise” when it comes to achieving operational excellence.
In addition to establishing CXMAC, under the Shapiro Administration, DEP continues to make significant progress to improving the time it takes to receive a permit, license, or certification. DEP has hired 15 new staff members dedicated to processing permits, thanks to investments from the 2023-24 budget signed into law by Governor Shapiro, and has utilized some staff working overtime when needed to address the backlog. Since hiring the additional staff members and cataloging and reviewing DEP’s nearly 800 available types of permits, DEP has reduced the backlog of permits by over 1,100 applications – or 53 percent. DEP aims to complete more modernization projects in the coming months.
For more information on the Pennsylvania Department of Environmental Protection, please visit the website, or follow DEP on Facebook, Twitter, or LinkedIn.
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