The Technology Modernization Fund (TMF) announced the latest round of CX investments, and as part of the current funding round, the VA has been awarded $7.4 million to help streamline veterans’ access to health care, disability benefits, and education by digitizing forms.
Today, we speak with Rita Breen of NGS on how IT modernization initiatives such as the digitization of government forms can drastically improve CX and EX at federal health agencies. However, to ensure such initiatives are successful and deliver maximum value for users, it’s imperative to utilize human-centered design (HCD) principles.
Rita Breen, Agile and Human-Centered Design Practices Director at National Government Services, an Elevance Health Company
In her current position as the Agile and Human Centered Design Practices Director at National Government Services, Rita’s primary goal is to solve mission-critical challenges for federal health customers. She has nearly two decades of project management (PM) experience and has been a part of the National Government Services team since 2018. Rita supports the technical project management and human-centered design teams that drive a customer-centered approach to federal health solutions. She and her team focus on solving major pain points while bolstering quality and improving customer experiences. Rita is truly passionate about identifying the key needs of citizens, setting actionable metrics and striving to meet them with empathy and understanding.
National Government Services
For more than 50 years, National Government Services has been empowering federal healthcare agencies to improve lives and communities and deliver care to millions of Americans through outcome-driven innovation. The company helps bridge the technology gap to make IT an enabler of healthcare, not an obstacle to operations. Its core business areas include digital health, providing federal IT solutions and services for healthcare, and business process solutions. This includes its role as a Medicare contractor for the Centers for Medicare & Medicaid Services.
