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How Washington State DSHS reduced benefit application times from 50 minutes to 25 minutes by reimagining service delivery through a customer-first lens
Why setting an ambitious 85% customer satisfaction goal is driving cultural transformation and transparency in government services
The impact of challenge-based procurement in Seattle, where defining problems instead of solutions is attracting innovative technology partnerships
How Santa Barbara County achieved over 400 strategic goals in one year by implementing the Entrepreneurial Operating System (EOS)
Why tracking metrics like cost-to-serve and benefit penetration rates helps Washington State DSHS maximize the reach and efficiency of social services
(03:00) Customer-First Approach at Washington State DSHS
(06:00) Seattle's One Seattle Plan and Collaborative Strategy
(09:00) Santa Barbara County's IT Consolidation and Silo Elimination
(12:00) Scaling Technology to Serve 2.7 Million Washington Residents
(19:00) Data Infrastructure for Equitable City Development
(22:00) Implementing EOS Framework in Public Sector Operations
(28:00) Setting 85% Customer Satisfaction Goals and Measuring Success
(33:00) Technology Partnerships and Innovation Procurement Models
(46:00) Building Culture That Allows Failure and Continuous Improvement
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Join our thriving community of senior technology leaders by subscribing to the TechTables Newsletter. Gain early access to the latest episodes, industry insights, and exclusive event updates.
→ #180: J.R. Sloan, Ryan Murray & Doug Lange – Arizona State CIO, CISO & Former CSO Talk AI