One of the 17 major initiatives that the Cabinet’s Secretary initiated in 2009 was to improve their customer experience and relationship by integrating the various parts of the Department. The purpose of the initiative is to leverage cutting-edge technologies to engage, empower, and serve customers. The goal is to provide convenient, secure, and on-demand access to benefit information and services.

The Initiative’s leaders required a Program Executive Office to be established, to plan, coordinate, and provide overall management and integration of various work streams. The initiative spans all administrations of the Department and consists of approximately 23 projects across 5 distinct work streams.


  • Provided program management services to the Initiative’s Information Technology (IT) Director and his leadership team in support of the Initiative
    • Definition, documentation and implementation of operational needs
    • Establishment of a project framework
    • Integration of internal and external communications
    • Creation of a financial management structure
    • Development of a future state model
  • Collaborated with the Initiative’s business partners from all Department administrations to define, document, and implement program-level plans and processes, including:
    • A program charter
    • Mission and vision statements
    • Risk- and issue-management plans and escalation processes
    • Requirements traceability
    • Change control
    • Communications plan
    • Integrated master schedule
    • Program management plan
    • Work breakdown structures
  • Provided the initial staff for an integrated Initiative communications function
    • Developed and gained approval for the communications plan
    • Created content to respond to congressional inquiries
    • Wrote information and directional briefs to technology and business leaders
    • Created weekly major initiative reports and mid-year initiative assessments
    • Defined the future state vision of the Initiative for its key customers
  • Conducted industry research
  • Aligned findings with current Departmental strategies
  • Developed user scenarios to highlight future integrated capabilities and business scenarios


The IT leader had a high-performing program office that collaborated well with the business partners on the Initiative. The Initiative has met numerous key milestones in terms of new functionality for the Department, and continues to release additional value over the time remaining in the Initiative’s timeline.