ОБ ЭТОМ ЭПИЗОДЕ
Four federal employees discuss the January-March 2025 reduction in force efforts at GSA that eliminated entire teams, including the Office of Customer Experience’s Service Design - Enterprise Digital Experience unit. The conversation reveals how the elimination of specialized teams doing digital modernization and customer experience work represents not just job losses but the wholesale destruction of institutional knowledge, proven methodologies, and the government’s capacity to tackle complex problems.
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Introduction
As in our reaction post, the scramble to build in-house design teams in the federal government comes as somewhat of a surprise. But as in our other posts, we’re still here to serve.
When I led the Service Design team in GSA, I wrote down how to build great, cross-functional design team…
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Alton has spent years inside government digital transformation efforts and now plans to travel the world documenting what he calls "civic punks"—the unglamorous rebels who i…
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