Treasury Operations
Agile Service Design
The Goal: Demonstrate how to apply Agile and Service Design practices to improve internal customer experience.
The Challenge:
To improve customer experience and internal efficiency, the Deputy Assistant Secretary of Treasury Operations teamed with the MITRE research program to introduce private-sector practices and coach staff in their successful adoption.
My Role:
As MITRE’s Principal Investigator, I designed, guided, and coached the Treasury team through the entire process, applying insights from private-sector research.
Key Activities and Outcomes:
Solved a critical problem in three months with a part-time team
Expanded team’s skills in leveraging data and questioning assumptions
Uncovered how HR policy and system issues drove errors and delays in Treasury Operations’ relocation processes
Methods and Tools:
Agile PI Planning Workshop
Shared learnings on federal Customer Experience
Aligned on front-stage/back-stage view
Defined hypotheses
Planned program and sprint actions
Mural.co
MITRE used for all collaboration
Treasury obtained a license for continued use
Service Blueprint
Based on front-stage/back-stage view
Iterated with stakeholder interviews
Mapped data to journey stages