Erik Auguston, Behavioral Scientist/Director Smokefree.gov Initiative, National Institutes of Health, has a PhD in Clinical Psychology with post-doctoral training in Behavioral Medicine and Cancer Prevention, and an MPH with a focus in Epidemiology. Since 2001, he has worked within the Tobacco Control Research Branch at the National Cancer Institute where he is a Behavioral Scientist and Health Science Administrator.
For more than a decade Dr. Augustson has worked on eHealth/mHealth interventions, and serves as the Director of the Smokefree.gov Initiative which has grown to encompass 6 websites, 15 text message programs, 2 smartphone apps, and multiple social media platforms. 3-6 million smokers interact with Smokefree.gov resources annually.
Dr. Augustson also serves on a number of national and international committees associated with Department of Health & Human Services and World Health Organization tobacco control initiatives.
Dr Augustson’s current primary lines of research involve studies considering the use of emerging technologies as a means to improve reach and engagement of interventions for health behaviors. He has also performed research in the areas of tobacco use, chronic pain, cancer screening, sun safety, obesity, and health communication topics. He has more than 90 scientific publications and has made more 190 scientific presentations.
Dawn Banks, Customer Experience Program Manager, Office of Customer Advocacy, Policy and Portfolio Management, Environmental Protection Agency, is the Customer Experience Program Manager in the Office of Customer Advocacy, Policy and Portfolio Management within the Environmental Protection Agency’s (EPA) Office of Environmental Information/Chief Information Office. She serves as an advocate and strategic partner across EPA building trust and relationships to improve the delivery of information technology and information management products and services that meet (internal) customer’s requirements and expectations. Dawn reports directly to EPA’s Chief Customer Experience Officer.
Michele Bartram, Customer Experience Officer (CXO), U.S. Census Bureau, recently joined the U.S. Census Bureau as its first Customer Experience Officer (CXO) to guide and deliver the agency’s vision of an optimal, digitally-enhanced multichannel customer experience. An expert in digital strategy, marketing, technology, and change management, Bartram has built/transformed and directed some of the top 30 digital business divisions in the world for both the federal government and private industry.
Before joining the Census Bureau, Ms. Bartram came from the U.S. Department of Commerce Office of the Secretary where she served as Chief Marketing and Customer Success Officer for the federal portal for all things business BusinessUSA.gov (now under USAgov), earning the first President’s Award for Customer Service. Bartram came to BusinessUSA after heading up digital strategy, ecommerce and public outreach for the U.S. Government Publishing Office (GPO) U.S. Government Online Bookstore, and was Editor-in-Chief of GPO’s lauded Government Book Talk Blog.
Prior to returning to public service in 2011, Ms. Bartram led major digital and marketing initiatives in both the public and private sector organization around the US and Europe. Bartram started her career as a Systems Engineer for IBM’s National Federal Marketing Division in Washington, DC, designing and implementing information systems solutions for federal clients such as the Department of Health and Human Services and the World Bank. Bartram spent several years in Spain as a senior brand marketing, technology, and management consultant for Spanish and international brands including Baskin Robbins International, Seagram’s, El Corte Inglés, and TNT Leisure, merchandiser for the Olympics and Disney.
Back in the U.S., Bartram first entered public service by leading the numismatic collectibles turnaround project at the United States Mint that resulted in the 50 States QuartersTM program and building the first ecommerce site in the federal government in 1997, growing it into a $300M business and the #30 ecommerce site in the world. From 1999 on Bartram built or turned around digital and ecommerce businesses for major U.S. brands including: top women’s network iVillage.com; national jewelry chain Reeds Jewelers (Reeds.com); travel powerhouse Rand McNally; home goods cataloger Collections, Etc; and an ecommerce-as-a-service provider (now eBay subsidiary) that ran websites, contact centers and fulfillment for fashion brands Calvin Klein Underwear, Kenneth Cole, and SPANX. As Chief Web Officer for Redcats USA (now FBBrands), the #3 U.S. cataloger, Bartram built their ecommerce Division into a $500M, #19 Internet Retailer business with 14 fashion and home goods sites, including Lane Bryant catalog (WomanWithin.com), Chadwicks.com, BrylaneHome.com, and 3 licensed sites for Sears.
Ms. Bartram has a Master of Science in Integrated Marketing Communications from West Virginia University and a Bachelor of Science in Computer Science from the University of North Carolina at Chapel Hill, where she was a James M. Johnston Scholar and Honors student, and first female head of the Marching Tar Heels drumline. You can reach her on Twitter at @MicheleBartram, or via LinkedIn at https://www.linkedin.com/in/michelebartram.
Scott Blackburn, Interim Deputy Secretary, Department of Veterans Affairs, is a US Army Veteran and currently Executive Director of MyVA leading the VA Department transformation on behalf of Secretary David Shulkin. After completing ROTC at MIT, Scott served as an Armor and Signal Corps officer from 1999-2003. Scott was stationed at Fort Wainwright, Alaska and deployed overseas in support of Operation Enduring Freedom. Scott’s service was cut short by a non-combat related back injury suffered in Kuwait and he was medically discharged. The VA’s Vocational Rehab program helped Scott attend Harvard Business School (HBS) upon separation.
After graduating from HBS in 2005, Scott became an associate at McKinsey & Company, the renowned worldwide management consulting firm. Scott developed an expertise in turning around and transforming the culture of large, often bureaucratic, Fortune 500 companies. Scott became a partner at McKinsey in 2011.
In November 2014, Scott joined the team to lead the MyVA transformation.
Scott grew up in Scituate, Massachusetts in a family with a rich history of military service. Scott is one of five children, all of which are Veterans.
Ayesha Davena, Former Senior Advisor at the Centers for Medicare & Medicaid Services, is an experienced executive with more than twenty years of public and private sector management and consulting experience. Most recently, Ms. D’Avena served as a Senior Advisor in the Office of the Administrator at the Centers for Medicare and Medicaid Services. She oversaw the implementation of the most significant transformation of Medicare in thirty years employing user-centered, customer experience best practices across all aspects of program development and execution. Her work includes both designing user-centered programs as well as helping organizations transform and re-tool to deliver and support CX-focused solutions. She provides specialized expertise in strategic planning, digital service transformation, product development, and customer experience.
Martha Dorris, Founder, Dorris Consulting International, works with governments to improve the efficiency and effectiveness of government both internally and through the improved delivery of a citizen experience. Martha is leveraging her knowledge of government and network of citizen services officials to improve people, processes and technology and therefore improve the delivery of service to the public. During her 34 years at the U.S. General Services Administration, she worked primarily in the areas of information technology acquisition, digital service delivery, intergovernmental solutions and citizen or customer experience.
Prior to retiring, Martha spent six months as the Director of the Office of Strategic Programs (OSP) within GSA’s Federal Acquisition Service/Information Technology Service (ITS) to bring an outside perspective on the implementation of category management within ITS, organize the organization around category management and bring a customer focus to the organization and oversaw programs and products such as GWACs, Cyber Security, and Cloud Solutions.
For the previous 12 years, Martha led both the Office of Citizen Services and the Office of Innovative Technologies. The goal was to transform government to a 21st century digital government – allowing the public to access government services and information anytime, anywhere, on any device. In both roles, she oversaw the creation and operation of OCSIT’s shared solutions to drive innovation and open data, improve efficiency and create a digital government. These platforms, communities and other products provided agencies with the needed solutions and information to transform their organization. For many years, Martha was responsible for the platforms and services providing direct service to the public in English and Spanish through the web, phone, chat, email, and social media.
Martha’s passion was and continues to be improving the citizen experience by leveraging the unique central, government-wide position she held at GSA. Ms. Dorris has been active in the IT community for decades. She has been recognized for her hard work, dedication and leadership in numerous ways. Martha has worked closely with the International Council for IT in Government Administration (ICA) for almost 20 years in different capacities.
Martha was the chair of the American Council for Technology (ACT) Industry Advisory Council (IAC) from 2007 to 2009. She has worked government-wide and across national borders. Martha was instrumental in the creation of numerous forums to share knowledge and best practices around the world. Through North American Day meetings annually, the US, Canada and Mexico shared knowledge, created networks of like-minded officials, and partnered in projects in data sharing for the past 15 years. For almost 10 years, the US, Canada, Australia, UK and New Zealand met quarterly to discuss issues of common interest or concern. She has been active internationally for decades. Martha has been recognized for her work through numerous awards including a finalist for a Sammie award, a four-time Fed 100 winner, and the Government Computer News (GCN) civilian executive of the year.
Tony D'Emidio, Partner, McKinsey & Company, leads McKinsey’s Public Sector Customer Experience team, and is a leader of our Public Sector and Operations practices.
Tony helps large federal agencies innovate and transform the customer experience to improve mission outcomes, reduce cost, and build front-line capabilities. Tony primarily serves homeland security, public finance, and transportation/ logistics organizations with broad, distributed field presences.
Tony holds an M.S. in Systems Engineering and a B.S. in Civil Engineering/Economics from the University of Pennsylvania. He also earned an M.B.A. with distinction from Harvard Business School.
Greg Godbout, CEO and Co-Founder, cbrain North America,is formally the Chief Technology Officer (CTO) and U.S. Digital Services Lead at the EPA. Greg was also Executive Director and Co-Founder of 18F, a 2013 Presidential Innovation Fellow, and a The Federal 100 and Fedscoop 50 award recipient. Greg is an entrepreneur and experienced software architect. Greg received a degree in Economics with a concentration in Business from St. Mary’s College of Maryland and a Masters in Management of IT from the University of Virginia.
Michelle Lattimore, Director General Client Experience, Immigration Refugees and Citizenship Canada (IRCC) is the Director General of the Client Experience Branch - Immigration, Refugees and Citizenship Canada’s centre of expertise dedicated to understanding and improving the client experience. She is responsible for IRCC’s Client Support Centre, Service Strategy Division, as well as a new Client Insights Division focusing on client-centric research and design. Michelle is also IRCC’s innovation champion and the departmental representative on Canada’s Public Sector Service Delivery Council. Prior to her current role Michelle worked in the areas of identity management and online service transition. She has degrees in English and Education.
Alanna MacDougall, Director Service Strategy, Immigration Refugees and Citizenship Canada (IRCC), has played a leadership role within the Department in applying human centred design thinking to tackle service and program delivery challenges, in particular in the areas of family sponsorship and citizenship processing. Prior to her current position she worked in citizenship policy and immigrant integration policy. Alanna has degrees in political science, linguistics, and immigrant settlement studies and has conducted academic research on the use of technology skills training in refugee camps as well as foreign-language accent as a barrier to labor market access.
Rory Schultz, Client Executive, Client Technology Services, Office of the Chief Information Officer, USDA, is a 30 year federal employee with 24 years’ experience in IT customer service, 21 of which have been in leadership positions. He began his Federal career as a summer intern and research analyst with the Executive Office of the President during the Reagan Administration. After several summers, he returned as a GS-4 Research Analyst with the Records Management Branch at the Department of the Treasury. Over the next 24 years, he was steadily promoted through increasingly complex and more responsible positions.
Currently he holds the title of Client Executive at the USDA Office of the Chief Information Officer, Client Technology Services. He is responsible for providing customer service support to the USDA Service Center Agencies and Departmental Management as well as developing new lines of business for CTS within the USDA.
Previously, he served as Deputy Chief Information Officer at the Food, Nutrition and Consumer Service (FNCS), an agency of the US Department of Agriculture. He was responsible for the complete scope of support including Infrastructure Operations and Customer Support, overseeing FNCS’s network, mail and data servers, VTC, and telecommunications systems, and the IT Service Desk which provides end user support. Additionally, he was responsible for the complete range of Portfolio Management including project management, application development, and Strategic Planning. Finally he was also responsible for oversight of Security policies and processes to ensure the integrity of the FNCS network.
He is single and lives in Annandale VA with his dogs, Reese and Sammie. An avid Giants and Yankees fan, his hobbies include reading from his library of over 1000 volumes, gardening, online computer gaming, brewing beer, collecting fine cigars, and hiking and camping