Martha A. Dorris
Martha Dorris is the Founder of Dorris Consulting International (DCI) where she works with federal agencies and private companies to improve the lives of Americans through transformed government services. Martha leverages her almost 34 years of federal service at the U.S. General Services Administration (GSA) to drive efficiencies and improve government services both internally and to the citizen. Martha’s experience includes work in the areas of digital government, customer/citizen experience, and information technology acquisition. Prior to her retirement, she served as the Director of the Office of Strategic Programs (OSP) within GSA’s Federal Acquisition Service (FAS)/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.
Prior to that, she served as the Deputy Associate Administrator for the Office of Citizen Services and Innovative Technologies leading both agency and citizen-facing programs to transform government to a 21st century digital government. The goal was to provide the public with access to government services and information anytime, anywhere, on any device. She oversaw the management and oversight of all OCSIT’s shared solutions that drove innovation and open data government-wide, improved efficiency and created a digital government. Through communities of practice of almost 10,000 people government-wide, she was able to leverage the resources across government to change the culture and create the solutions needed to transform their organization.
Martha’s passion for improving government services has resulted in the creation of:
- Monthly Citizen Services Newsletter: Strategies and Best Practices for Improving Citizens’ Experience in a Changing World;
- Monthly Roundtables on citizen experience topics such as modernizing government contact centers; and
- Annual Service to the Citizen Awards Program
- Serving federal agencies through the IT Modernization Centers of Excellence on Modernizing Contact Centers
Martha is the Founder of the Public Service Leadership Academy to develop effective-government leaders who are resilient in the face of challenge, capable of guiding change, driving innovation and empower their teams to deliver results for their customers and citizens. The services range from tailored leadership development programs, targeted training, and customized consulting services. Leadership training will be provided on “Building Citizen/Customer Focused Leaders.”
Martha worked across levels of government and across many countries to share experiences and lessons learned. She was recognized for her work in government through Fed 100s, a Presidential Rank Award, the AFFIRM Citizen Services Award, ICA Distinguished Service and the Administrator’s Meritorious Service Award. She created customer experience as a priority for the American Council for Technology and Industry Advisory Council and served as the first government co-chair and the industry co-chair of the CX Community of Interest. She also created Customer Experience as a focus for the Professional Services Council’s Visions Program.