In late 2021, the Biden administration issued landmark citizen and customer experience focused policy items in the President's Management Agenda and an Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. And to further bolster those efforts, the administration in this year’s budget request called for more than $500 million to support CX efforts across federal agencies, including standing up news customer service offices at agencies like Agriculture, Homeland Security, Interior, Labor, Treasury and Veterans Affairs and more than a 100 employees to staff them.

While it remains to be seen if that request gets funded in fiscal 2024, the message is loud and clear: improving the government’s customer service delivery, largely through digital services, is a top priority.

Joining the podcast to discuss the progress made since 2021 and why CX has become such an important theme in the Biden administration in recent years is Martha Dorris, founder and CEO of Dorris Consulting International, through which she runs the Service to the Citizen Awards. Dorris also worked hands-on with federal CX, IT and acquisition at the General Services Administration for more than three decades.

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Why the federal government’s focus on CX has reached a fever pitch.

Greg Otto talks with Rob Ragan, Principal Technology Strategist at Bishop Fox, as he shares his vision of building an “Iron Man suit” for human security testers that is shaping how AI is used in offensive cybersecurity. Rob dives into lessons learned from developing adaptive AI tools, the unique challenges and risks facing modern AI systems, and effective strategies for safeguarding against adversarial attacks and data leakage. Discover how ethical frameworks, innovation, and industry collaboration can drive responsible offensive security, what organizations often get wrong about AI threats, and what’s needed to secure the future as AI transforms the cybersecurity landscape.

In our reporter chat, Greg Otto talks with Matt Kapko about a new wave of zero-days impacting Ivanti products. 

Bishop Fox’s Rob Ragan and Iron Man Suit for pen testers

Greg Otto talks with Eran Barak, CEO and co-founder of MIND, on the dramatic rise of insider threats in cybersecurity, exploring recent high-profile cases and the factors fueling this surge. He discusses which industries and data types are most at risk, how insider tactics have evolved, and practical strategies for organizations to detect and prevent internal threats. In our reporter chat, Greg talks with Derek Johnson on how vibe coding can be secure as it grows into a practice that software developers rely on for their work.  


LINK: https://cyberscoop.com/vibe-coding-ai-cybersecurity-llm/


MIND’s Eran Barak

A podcast covering the latest news & trends facing top government leaders on topics such as technology, management & workforce. Hosted by Billy Mitchell on FedScoop and released Monday-Friday.

Why the federal government’s focus on CX has reached a fever pitch.

The Daily Scoop Podcast

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