Pennsylvania DEP establishes advisory council to improve public service delivery

HARRISBURG, PA — The Pennsylvania Department of Environmental Protection (DEP) has announced the creation of a Customer Experience Management Advisory Council (CXMAC). The goal of this body is to improve service delivery and accessibility for Pennsylvania residents. The CXMAC brings together experts from a variety of sectors, including private companies, nonprofit organizations, and government agencies.

CXMAC's goal is straightforward: to ensure that Pennsylvania residents can easily access DEP services without unnecessary hurdles. The council will meet quarterly to evaluate DEP's customer service performance, propose improvements, and assess the success of those changes. DEP Acting Secretary Jessica Shirley emphasized the importance of this initiative. “CXMAC will play a key role in DEP's modernization efforts,” Shirley said. “CXMAC's leadership and experience will help DEP improve the customer experience by applying private sector management principles. The state should keep up with the speed of the economy.”

Rosetta Carrington Lue, chief customer experience officer, echoed that sentiment. “The creation of CXMAC is a game-changer,” Lue said. “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 members bring diverse and extensive experience. They include leading minds in areas such as human-centered design, digital experience and customer consulting. Their collective knowledge aims to make DEP services more efficient and user-friendly. Advisory board members include:

  • Timothy Pulte, Executive Managing Director at Colliers
  • Curtis J. Gregory, Ph.D., Associate Professor at Temple University Fox School of Business
  • Michael Jackson, Vice President at DocuSign
  • Tracey Zimmerman, CEO at Forever
  • Dilshad Albert, Managing Director at Guidehouse
  • Lisa Biggica, CEO at UniqueSource
  • Alexandra Dailerian, Vice President at Comcast
  • Maryann Monroe, Vice President at Maximus
DEP’s CXMAC: Revolutionizing service delivery for a sustainable future

Pennsylvania residents rely on the DEP for a range of services, from permitting and plugging wells to investigating environmental complaints. Effective and accessible service delivery is critical to maintaining public trust and ensuring environmental protection.

The creation of CXMAC comes at a time when many government agencies are looking to modernize their operations. By adopting best practices from the private sector, DEP aims to reduce bureaucratic inefficiencies and improve response times. This is especially important for environmental issues, where delays can have significant consequences.

In addition, the initiative reflects a broader trend in public administration to prioritize user experience. At a time when people expect fast and efficient services, government agencies are under pressure to meet these expectations. The CXMAC is expected to play a critical role in helping DEP achieve these goals.

Improving the customer experience at the DEP could also have broader impacts on economic development in Pennsylvania. Businesses often turn to the DEP to obtain various permits and approvals. Streamlining these processes can make Pennsylvania a more attractive location for investment and development.

In summary, the creation of the CXMAC is an important step in the DEP's efforts to modernize and improve its services. Under the guidance of experienced professionals, the DEP aims to provide faster and more efficient services while maintaining its commitment to environmental protection. This initiative not only benefits individual citizens, but also supports broader economic and environmental goals of the state.

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Anna Harden

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