The COVID vaccine distribution program was (and remains) the largest scale healthcare initiative in our lifetime. With a team of two others, I led the architecting and creation of the modular IVIs solution. We created digital front doors for vaccination registration, leveraged an extended version of the SEIR model to assist with COVID case count/hospitalization/mortality forecasting & NPI impacts, unified constituent feedback to understand constituent reactions to public policy at a hyperlocal level via a sentiment analytics program, and more.

UPDATE 4/28/22: IVIS vaccine distribution program was voted one of the most effective in Canada! See here

The opioid epidemic has been raging unabated for years. Public & behavioral health agencies struggle to understand real time dynamics and population impacts of the epidemic. I came from public health media in this space, helping the CDC understand what messages lead people to care which has also shown predictive elements. I led teaming, partnerships, and architecting solutions for the opioid epidemic with projects in Oklahoma, Arizona, Georgia, and more. In each engagement modernized State IT systems to better stay on top of the shifting dynamic of the epidemic, make scheduling and receiving care easier, and improving cross-agency data interoperability.

The US Military, across all main branches, have one of the largest workforce challenges in the world today. In a DoD commissioned study, RAND corp found that the ‘data gaps’ and siloes between the outbound ads side that drive leads, the field recruiter corps that drive enlistments, and the HR systems handling the life cycle of the soldier cause overall recruit & retention issues. In an era of higher expectations for personalized offerings and mass quittings where workers are looking to upgrade their career aspirations, the current DoD system is failing at many levels. I lead projects helping unify these data systems together, leveraging the valuable data from recruiting to match expectations of recruits to the offerings they receive.

Today, there are a wide range of constituent feedback mechanisms to public policy. We have for the first time the ability understand public policy’s impact on the individual rather than the community. This allows an orientation change to CX from a top-down community oriented approach based on demographic profiles to a bottom-up approach based on the actual experiences of individuals with public programs. Sometimes these align with demographics, but many times they cross previously rigid demographic definitions. We have created a repeatable mechanism to unify & understand these signals. See this case study on our work in CA during COVID-19.

During COVID-19, huge sectors of the economy went out of work. State Workforce Agencies, accustomed to in-person support & counseling for back-to-work initiatives, were overwhelmed at a time when they couldn’t meet face-to-face. Our engineering team created a first-of-its-kind modular Virtual Career Center (VCC) solution to help with this challenge. Assistive UX/UI development, native collaboration with Google Workspace, AI/ML enabled Virtual Agents, Recommendation Engines, and more all came together in VCC. Elements of the solution are in place in counties, states, and federal agencies around the world as the public sector looks at back-to-work in a different light with digital system modernization.

Biden’s recent CX EO laid the groundwork for improved service delivery in US Federal agencies. I lead strategy for the Federal team on engagements Google Cloud does in this space, with projects to improve on-site Search, web security, Call Center/Chat AI, web analytics, and more across a range of Federal agencies from DHS, USPS, USAF, and more.