Michele Causey

Michèle Causey is the Director of User Experience and Design (UXD) in the Office of Online Services at the Internal Revenue Service (IRS). With over 15 years of experience delivering user-centered interactive solutions within both the public and private sector, Michèle is responsible for delivering a unified customer experience to taxpayers via digital channels. She has worked on a variety of projects including content management systems, mobile strategies, and applications such as “Where’s My Refund?”, “Where’s My Amended Return?”, IRS Direct Pay, and other key IT initiatives including Affordable Care Act (ACA) and Foreign Account Tax Compliance Act (FATCA). As Director of UXD, Michèle is working towards the IRS’ goal of providing taxpayers with a more comprehensive and intuitive online experience including the ability to fulfill all tax obligations virtually. Prior to joining the IRS in December of 2010, Michèle worked at the MITRE Corporation and a number of technology firms supporting agencies such as the Department of Health and Human Services, Department of Homeland Security and various Department of Defense

Carolyn Colvin

As Acting Commissioner of Social Security, Carolyn Colvin oversees one of the largest agencies in the Federal government, with over 60,000 federal employees nationwide plus another 18,000 state employees who make medical determinations in the disability program. The Social Security Administration is responsible for paying over $800 billion each year in monthly benefits to over 60 million recipients. The agency is also responsible for maintaining the lifetime earnings records of over 165 million workers.

Congressman Henry Cuellar

Dr. Henry Cuellar served seven terms as Laredo’s State Representative before being appointed the 102nd Texas Secretary of State. In 2004, he was elected U.S. Congressman.

As a Texas legislator, Dr. Cuellar was a statewide influential leader who served in leadership positions in the most powerful House committees, including the House Appropriations, Higher Education and Calendars Committees. At the same time, he was a national leader who served on several national legislative committees dealing with state budgets, the U.S./Mexico border, and international trade.

As Secretary of State, Dr. Cuellar “redefined” the office by working to make state agencies more customer-friendly and results-oriented through the implementation of new technology.

Currently in the 114th Congress, Congressman Cuellar serves as a member of the influential House Appropriations Committee. This committee is in charge of overseeing the federal budget, reviewing proposed expenditures and crafting the legislation that outlines annual spending for government agencies. He also serves on the House Appropriations Subcommittee on Homeland Security and House Appropriations Subcommittee for Transportation, Housing and Urban Development and Related Agencies.

Dr. Cuellar also works hard to deliver real results—including bringing federal dollars for his district and making government work for his constituents. In 2010, Congressman Cuellar was successful in passing the Governmental Performance Results Modernization Act, legislation that streamlines federal government, integrates resources and eliminates redundancy. In this year’s appropriations cycle, he is constantly looking for ways to streamline government operations.

Bob Dixon

Bob Dixon is currently the Director of Product Technology Innovation at the United States Postal Service. His is responsible for working with internal and external customers to develop technology-based solutions for business challenges. Responsibilities include developing and testing new technologies to answer previously unmet business needs. Bob has been with the Postal Service for 9 years as an employee after supporting the company for 7 years as a contractor. Prior to working at the Postal Service, Bob was a partner in the a professional services firm in the Washington, DC area servicing both private and government clients. Bob holds a Bachelor of Arts degree from Carnegie Mellon University.

Abby Herriman

Abby Herriman is a recognized leader in the implementation of citizen experience programs. Her insight and innovative approaches are leading HighPoint Global to reach new levels of performance management.

As the Chief Strategy Officer for HighPoint Global, Abby is responsible for the strategic direction and growth of the company. She oversees the execution of strategic initiatives and alignment of the strategy. Her passion for elevating the citizen experience drives innovative solutions for federal clients.

Prior to joining HighPoint, Abby spent 13 years at Praxis Life Sciences, a consulting firm focused on building project management capability and maturity in life sciences organizations. As a principal at Praxis, she built and managed the performance consulting practice.

Hala Maktabi, PhD, MPH

Dr Hala Maktabi is the Director of Measurement and Performance Improvement at the Veterans Experience Office, Department of Veterans Affairs, where she leads VA’s customer experience measurement strategy under the MyVA transformation initiative; she assumed her position in June 2015. In her role, Dr Maktabi is leading VA’s effort to view its performance through the lens of its customers and hold itself accountable to them. Dr Maktabi holds an academic appointment at the School of Public Health of the George Washington University where she teaches graduate courses in epidemiology and biostatistics.

Mariela Melero

Mariela Melero is the Associate Director of Customer Service and Public Engagement (CSPE)for U.S. Citizenship and Immigration Services. She assumed her role on May 7, 2012. As Associate Director, Melero is responsible for helping to deliver on one of the Director’s strategic priorities - enhancing customer service and public engagement. Under her leadership, CSPE is working to develop and implement a new customer service delivery model which includes increasing access to agency information and services, promoting transparency between the customer and USCIS, and ensure that the customer and stakeholder feedback loop is seamless.

Arianne Miller

Arianne Miller, Deputy Director for The Lab at OPM, joined the Office of Personnel Management (OPM) in November of 2013. As a member of The Lab’s team, she builds capacity for innovation among federal employees by teaching human-centered design through both workshops and coaching in addition to managing a variety of design projects that address the high-priority needs of OPM and other federal agencies. She is a 2012 Presidential Management Fellow who began her federal career as a Special Assistant to the Chief Human Capital Officer at the Consumer Financial Protection Bureau.

Arianne earned a BA in Sociology and Business from Northwestern University as well as an MBA from the University of Michigan. Prior to her time with The Lab, she worked in the field of public education, including the CEO's Office of the Chicago Public Schools and DonorsChoose.org, an award-winning non-profit frequently recognized as one of the world’s most innovative organizations.

Brian Paget

Brian Paget is the Technical Director for Content & Analytics at Adobe.  In Brian's role he is responsible for identifying, shaping and evangelizing solutions that optimize Web, Mobile, and Social interactions for strategic Public Sector customers and partners. Over the last 5 years with Adobe Brian has architected and delivered unique and differentiated mission capabilities and significant cost savings leveraging Adobe's AEM, PhoneGap, and Analytics platforms. Prior to Adobe Brian worked in a variety of engineering, product and account management capacities most recently managing the US Civilian business at IBM for WebSphere-DataPower.

Rick Parrish

Rick Parrish is a senior analyst for Forrester, serving government Customer Experience Professionals. Rick's research helps governments overcome the unique challenges they face in developing successful and innovative customer experiences for the people they serve.

Rick has over 14 years of experience in government analysis. He was previously an analyst at the Central Intelligence Agency, where he helped pioneer high-profile improvements in the CIA's customer focus and gained an appreciation for the unique hurdles governments face in such efforts. He also earned awards for his rigorous, influential analysis and engagement with a range of senior officials. Prior to his government service, Rick was a professor of political science at Loyola University New Orleans and West Texas A&M University (WTAMU) and director of the political science graduate program at WTAMU. Rick holds a Ph.D. in political science from the University of Wisconsin-Madison, where he focused on international relations and political theory.

Anahita Reilly

Anahita Reilly is the Deputy Chief Customer Officer for GSA. In this role, she works closely with GSA leadership as well as with OMB and external agencies to improve customer experience, relying heavily on customer data to inform decision making. Prior to joining GSA, Anahita led a team responsible for Data and Analytics at the Department of the Treasury whose mission was to use resource management data to improve managerial decision making. Anahita is a certified Lean Six Sigma (LSS) green belt and Project Management Professional (PMP) with prior experience consulting for both public and private-sector organizations.

Kala Shah

Kala Shah is a senior White House Leadership Development fellow at the Office of Management and Budget (OMB). Kala recently launched the Core Federal Services Council as part of the President’s management agenda. The Core Federal Services Council was established under the Customer Service Cross-Agency Priority Goal to improve the customer experience by using best practices, such as conducting self-assessments and journey mapping, collecting transactional feedback data, and sharing data with frontline and other staff. Prior to OMB, Kala served as a senior adviser and team lead at the U.S. Department of Education (ED) for 15 years. Prior to ED, Kala launched three pro bono law clinics, served as an adjunct law professor at George Washington University, and was a civil litigator for seven years. She served as ED’s Liaison to a national initiative to improve outcomes for children and has been appointed and elected to groups focused on improving the lives of children and families. Kala volunteers on national and local boards to improve public service leadership, children and families, and individuals with disabilities. Kala graduated cum laude from Georgetown University Law Center and summa cum laude and phi beta kappa from New York University.