Become a Leader in the Delivery of Government Services
This non-degree certificate program will prepare current and aspiring Customer Experience (CX) practitioners in government and industry sectors to develop or enhance their proficiency in the business practices of CX and enhance their leadership skills and capabilities. It provides a comprehensive understanding of CX principles and practices, along with actionable skills and tools to tackle real-world challenges. These challenges include understanding how the government is implementing CX strategies and practices to transform service delivery, securing stakeholder buy-in for internal and external adoption, breaking down institutional silos, using data to assess performance improvements and tell your story, gaining leadership support through data and storytelling and designing services that meet the needs of all.
This transformative program offers an applied learning experience to equip information technology, digital services and CX practitioners with the knowledge and skills to build, implement, and lead the citizen services strategy, resulting in a citizen-centric mindset across all functional areas.
Who Should Attend?
- Current or aspiring CX practitioners in government and industry sectors
- Policy leaders responsible for designing and leading CX strategies
- Chief Information Officers or information technology strategists and implementers
- Policy executives
- Chief Financial Officers and their staffs
- Chief Procurement Officers and their staffs
- Program officials responsible for delivering outstanding services to their customers
Schedule
Dates Subject to Change
- In-Person Opening February 25 – February 27, 2025
- Online Sessions March 2 – 29, 2025
- Mid-Program In-Person Session April 1 – April 3, 2025
- Online Sessions April 6 – May 3, 2025
- In-Person Closing May 6 – May 7, 2025
Learning Outcomes
- Learn key strategies to secure leadership and stakeholder buy-in for transforming citizen services
- Understand how the government is implementing CX strategies and practices to transform service delivery
- Through a capstone experience, build a real-life project to apply CX practices to deliver services that cross multiple agencies, giving a practical experience and confidence to lead service transformation
- Build and lead teams to design and successfully implement customer experience strategies
- Develop and establish critical metrics for success through qualitative and quantitative research techniques
- Explore human-centered design techniques to address CX challenges and opportunities
Badge of Certification
- This program is delivered as a non-degree, executive certificate. Attendees have the opportunity to add a badge credential from Credly for successful completion of the program to their resume for organizational recognition (internal and external) and to indicate the accomplishment of obtaining a George Mason University credential.
Program Information
Next Cohort: February 25 – May 7, 2025
Delivery: Hybrid; online sessions and in-person sessions at Mason Square (formerly the Arlington Campus)
Cost: $8,500
Personal Consultation
Contact us to schedule an advising session:
Email
(703) 993-6725
Meet Your Faculty Leads
Martha A. Dorris:
Martha A. Dorris is the CEO and Founder of Dorris Consulting International, a consultancy dedicated to enhancing the lives of government customers, including employees, through improved government services. With extensive knowledge of government operations and expertise in citizen services and customer experience, Martha aids governments in increasing their efficiency and effectiveness in delivering exceptional services. She is also the Founder and President of the Public Service Leadership Academy, which aims to cultivate the next generation of leaders.
Amanda Chavez:
As a customer experience executive, Amanda Chavez scales human-centered design and customer experience best practices to help organizations innovate. She started up and fostered company-wide HCD/CX/EX capabilities at Booz Allen, Cognosante, and NuAxis.
Her body of work includes projects with fortune 50 companies, as well as leading over 30 CX-related projects for Agencies like the Small Business Administration, Center for Medicare and Medicaid Services, Health and Human Services, the Department of Veterans Affairs, the Environmental Protection Agency, the Department of Defense, the Transportation Security Administration, the Department of Labor, the Department of Homeland Security, the Department of Interior, United States Department of Agriculture, and the National Science Foundation.