In this episode of The CX Tipping Point® Podcast, Martha Dorris sits down with Casey Coleman, former Chief Information Officer (CIO) of the U.S. General Services Administration (GSA) and a recognized leader in digital transformation, technology innovation, and customer experience. Drawing on decades of experience across government and industry, Casey shares her insights on leveraging technology to modernize government operations, improve service delivery, and better serve the American public. Casey also brought this perspective to the 2026 Service to the Citizen® Awards, where she delivered the closing keynote address. Martha and Casey reflect on Casey's career at GSA, including her role in developing FirstGov/USA.gov, one of the federal government's earliest efforts to create a centralized digital gateway to government information and services. Casey shares how she championed innovation through foundational technology investments, expanded connectivity, and creative budgeting approaches that helped modernize government operations. The conversation explores the evolving role of government CIOs, the challenges of adapting commercial technologies to the public sector, and the importance of cross-agency collaboration and customer-centered design. Casey offers her perspective on how emerging technologies, including artificial intelligence, agentic AI, and quantum computing, could reshape government service delivery by connecting information across agencies, reducing barriers, and creating more seamless experiences for the public. Throughout the discussion, Martha and Casey emphasize that successful digital transformation requires more than technology. Human judgment, empathy, trust, and a commitment to understanding the needs of the people government serves remain essential to delivering meaningful outcomes. They also discuss cybersecurity, opportunities for international collaboration, and the importance of recognizing public servants who are driving innovation and excellence through programs like the Service to the Citizen® Awards. Tune in for an insightful conversation about the future of government service delivery, the technologies shaping that future, and why keeping people at the center of innovation matters more than ever. To connect with Casey Coleman, contact her at caseybcoleman@outlook.com. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned: Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form
