Government Group Introductions 👋 

Hello!
My name is Greg Roesch, I'm the head of our Federal Customer Success team based in Washington D.C. I graduated from the University of Miami []__[] with a bachelor's degree in Economics and Community.
I've been with Qualtrics for three years now, starting on our Enterprise Customer Success team managing accounts in a variety of commercial sectors. I'm now focus on the Federal space. Prior to Qualtrics, I worked at Accenture Federal Services, where I helped agencies design, develop, launch and support custom applications.
I'm really looking forward to building this digital community of people focused public service! If there is anything I can do to help, whether thats best practices, use cases or even helping make connections, feel free to reach out to me!

Hi all! I'm Matt Broffman, Director of Innovation at the City of Orlando. I lead our CX / Digital Platforms and Service Design team.
At the City of Orlando, we are using Qualtrics to measure resident experiences with services and programs and to tie their experiences back to trust in government. We are building out our CX program to measure trust at various points of service and program delivery and to understand how key drivers impact satisfaction and trust. We also have a panel of residents we use for ongoing research.
Our team as whole is responsible for all our digital platforms (e.g. forms, web, payments, permits, reservations, etc.).
I'm interested in hearing from other public-sector organizations on how they use Qualtrics to engage residents and build trust. Help each other figure out how to take the best CX/EX practices and apply them to the public sector.
When I'm not dorking out on resident satisfaction and trust..yes that's what I do in my spare time..I have a five year-old that keeps me busy and I love the outdoors including camping (when it's not too hot in Florida).

Hello everyone! I'm Adam Korengold, Analytics Lead for the National Library of Medicine at the National Institutes of Health in Bethesda, Maryland--the nation's largest biomedical library and one of the preeminent biomedical libraries in the world. I lead a digital analytics team in our IT department that works with product owners averaging the many medical and health information products provided by NLM to the biomedical research community and the general public. We've worked with GregRoesch in ramping our organization up to the Qualtrics platform and I'm thrilled to be working with him again!
We use Qualtrics to assess our user experience across the Library's programs and products, and to identify potential improvements to be made. We are also using it to build comprehensive dashboards enabling product owners and managers to compare products based on customer feedback.
In the age of coronavirus, NLM is an important vehicle for getting critical information -- whether consumer health information, genomic sequences, or other biomedical data to the people who are making a difference to solve this enormous challenge, and Qualtrics helps us understand how effective we are in getting that information to the people who need it.
I'm delighted to be a part of the community and look forward to hearing about other public sector use cases and best practices. Additionally, I'm interested in exploring benchmarks for key customer experience measures (such as net promoter score) across Federal agencies, and within the healthcare space.

Hello. My name is Vicky Bellissimo. I'm a Digital Product Manager at the City of Orlando and admin of our Qualtrics account.
With COVID-19 happening worldwide, it is an interesting time to learn from each other. At the city, we are currently working through some ideas on how to best use and execute some of Qualtrics' available tools to help us better communicate with our residents, find solutions to keep providing our services, and measuring our customer experience in the midst of the pandemic.
I look forward to learning and helping others in this community.

Hi. My name is Leslie Shorthouse. I am the Customer Experience Program Manager for the City of Olathe Kansas. We are a suburb of Kansas City. I am also the admin of our Qualtrics account on the CX side. The EX side is administered by our Human Resources Department.
I brought the CX license to the City fall of 2017 with the intention to use this Experience Management tool Citywide. To get transaction specific feedback and open text responses to analyze. We have done quarterly satisfaction citizen surveys with another company for years. A lot of effort went in to defining actions from that data. More granular and more specific data as well as defining actions up front is replacing that effort. We have implemented several closed loop feedback processes as well as used the API to collect feedback from internal customers at the water plant.
We are just starting to reach out to other groups like businesses, visitors, vendors, business partners. We have also started to build dashboards for managers and want to pull on the O data and even the E data.
I also look forward to sharing and learning from each other.

Hi Everyone,
I'm Heath Dillard, Director of Insights at the Charlotte Regional Visitors Authority in Charlotte, NC. Our organization is responsible for promoting leisure tourism, bookings conventions, meetings and sporting events to our region, and managing the Charlotte Convention Center, the NASCAR Hall of Fame, the Spectrum Center, Bojangles' Coliseum and Ovens Auditorium.
I lead a centralized Research Dept. supporting all of those various brands in customer experience, brand and market research and our entire organization in our employee engagement initiatives. We use Qualtrics across all of those brands to connect with our customers, target audience, community, employees and other organization stakeholders.
I've been in the tourism industry for 7 years, and my background is on the sales & marketing side versus the research side. I approach research problems from the perspective of what problems do we want to solve, and what information do we need to make the best decision. I've lived in Charlotte since 2005, and I'm originally from South Carolina. My wife, Jamie, teaches middle school special education, and we have 3 boys; 7 years old and twin 3 year olds.

Hi there!
I'm Erin Casale, a Customer Success Manager on our SLED (State/Local Government + Education) team based in Utah. It is such a pleasure to work with our public sector customers who are focused on citizen, student, and public employee experience.
I joined Qualtrics 9 months ago after finishing my MBA at Cal Berkeley, where I focused on Marketing + Analytics. I got excited about Qualtrics after using it to run a project for my summer internship, and the rest is history. Prior to that, I lived in DC where I worked in public sector management consulting both in the US and abroad focused on program strategy, measurement design, and product management. Outside of work, I love hiking, biking, taking up new art hobbies (watercolor is the flavor of the month right now), and exploring Salt Lake's neighborhoods. Originally from Ohio, I also have an affinity for all things Midwestern, especially college football.
I'm so excited to be part of this online community of I'm really looking forward to building this digital community of people focused public service! Please don't hesitate to reach out if I can be of assistance - I'm happy to share use cases and best practices, make connections, and brainstorm on how to get creative on Qualtrics.

Hi everyone!
I'm Amy Nyren, a data scientist/data analyst at Hennepin County in Minnesota. Hennepin County is the biggest county in Minnesota by population, not by size. Contained within Hennepin are places like Target Field, US Bank Stadium, Mall of America, and other notable Minneapolis and surrounding suburban landmarks.
I've worked for Hennepin since 2007 in a variety of different rolls as I started fresh after finishing my undergrad. My current role supports the research and analytics needs of the organization. I finished my Master of Public Administration in 2017 and proceeded to start pursing a Master of Science in Data Science in Fall of 2018.
At Hennepin, we use Qualtrics for many uses. Our research team had initially been the sole users; however, we are growing use as an enterprise-wide solution for survey needs. This also supports a coordinated and consistent approach to design, methods, and growing our abilities to make data-informed decisions on experience data.
Outside of work and school, I love to run, bike, hike, swim, triathlon, essentially - be outside - often with my husband and dogs. We also host exchange students through our local Rotary club.
I look forward to continued connections here and getting to know you all a little better!

Hi Everyone,
I'm Stacy Sakane, a Research Associate with the ACS Workforce Institute. The ACS Workforce Institute is a partnership between NYC Administration for Children Services and the City University of New York. I graduated with a MPA at NYU Wagner in 2018 and I'm a data enthusiast!
The ACS Workforce Institute provides foundational and continuous learning for child welfare and juvenile justice direct service staff and supervisors. We are using Qualtrics to evaluate the quality of learning program implementation and the different levels of learning outcomes:

• Satisfaction: the degree to which participants find a training favorable, engaging and relevant to their jobs


• Knowledge: the degree to which participants acquire the intended knowledge, skills, attitude, confidence and commitment based on their participation in the training


• Application: the degree to which participants applied knowledge and skills from the learning programs when they are back on the job

Hello fellow public sector colleagues,
I'm Adam Mullins, Strategic Initiatives Manager for Miami-Dade County Communications Department. As the Strategic Initiatives Manager I help facilitate bi-directional communication between our 2.7 million residents and the government. My primary focus is resident experience management (XM) where I provide the tools to enable County personal to both measure and react on resident feedback for services rendered. My other duties involve developing a 360-degree view of our residents and their daily needs to help improve quality of live in the most efficient and effective ways.
I graduated from the University of Miami []__[] with Bachelor of Science in Information Technology Engineering, a Master's Degree in Business Administration (MBA), Master's in Industrial Engineering, and a a Master Degree in Public Administration (MPA) from Florida International University (FIU). 

Hey there!
My name is Ali McKeel and I am one of the Qualtrics Community moderators for the Public Sector Community. I grew up in Michigan and graduated from Michigan State University (Go Green!) where I majored in Marketing. I moved to Utah a little over a year ago, after being hired as a Recruiter for Qualtrics and have loved every minute of running, skiing, hiking, biking and camping in this beautiful state!
With the current landscape and ever-changing circumstances surrounding COVID-19, I've had the opportunity to take on additional projects outside of recruiting and am excited to play a part in building this digital community for our public sector customers! Please don't hesitate to reach out - whether you have a question about Qualtrics or just want to chat about the best camping destinations in Utah, I'd love to connect!

Hi folks!
I'm Chris, a Qualtrics Customer Success Representative focused on State & Local Government. I'm dedicated to helping our government clients improve their residents' experiences across all touchpoints, and engage their employees throughout their career in government.
I grew up in a small town outside Munich, Germany called Markt Schwaben (You can look it up - We have an English Wikipedia page!). Besides improving experiences for all stakeholders in government, I also specialize in casually teaching German to my colleagues and clients who are interested - so feel free to reach out if you want to get some tips in Deutsch!
I came to the US for college and got my degree in Government at Cornell University in remote yet wonderful Ithaca, NY. During college, I interned with many different organizations including the US Trade Representative in DC, Honeywell Automotive in Detroit, a teaching stint in China and a charitable project in Kenya. I love traveling, meeting people from different backgrounds and learning about people's passions.
Since college I did a year-long stint at a management consultancy in Miami, and just marked my 1-year anniversary at Qualtrics! Believe it or not, that makes me more tenured than almost 50% of our employees.
Qualtrics' growth really exemplifies the importance of Experience Management (XM) in our global society - across interactions with government, private organizations and your employer. As such, I am focused on supporting our excellent public sector clients in their Experience Management initiatives across all those touchpoints. I work with entities ranging from cities, counties and states to public health departments, various publicly-funded agencies and public utilities. Please feel free to reach out if you would like to learn more about my work with any of these organizations.
I realize I have taken up a ton of space here, but I can hardly contain my excitement for this community and the awesome connections it will create between XM leaders in the public sector!

Hi guys!
I'm Maggie Olson and I'm one of the moderators for the Public Sector community. I grew up in Pennsylvania (fun fact - same hometown as Taylor Swift) and graduated from Drexel University in Philadelphia with a degree in Accounting and International Business. I've lived in Utah for three and half years and have been with Qualtrics for one year.
Similar to Ali above, my 'day job' is running Customer Success and MBA recruiting in the Americas. I am so excited for the opportunity to work more closely with Customer Success and all of you to get the most value out of Qualtrics.
Outside of the office, I love camping - my fiance and I have a tent that sits on top of our truck so we can camp off-road - trying new bars and restaurants in Salt Lake City, and improving my cooking game - next up on the skills list is mastering made from scratch red sauce (or gravy if you're from the Philly/Jersey area).

Hey everyone!
I'm Matt Ogles, a Customer Success Manager at Qualtrics for state and local governments. I am a University of Tennessee alumni but have been working out of Atlanta for the past ten years. Previously, I served in Georgia's Governor's Office of Planning and Budget as a policy and budget coordinator where I primarily focused on criminal justice reform and transportation initiatives. I also served as Budget Director for a public safety agency before switching to a consulting firm where I supported the CDC in various capacities.
Outside of the office my wife and I enjoy photography, live music, and hiking with our hound dog Deebo. Looking forward to connecting with everyone!

Hello Public Sector Community!

I'm Matt D'Onofrio, a Customer Success Representative at Qualtrics working with federal, state, and local governments. I graduated from DePaul University studying public policy, and spent 4 years working in and with governments in Chicago. I worked at FEMA Region V in the national preparedness division, moved to work at a Chicago Alderman's office, and most recently worked as a management consultant for state and local governments, working in emergency management and finance.
I am an avid runner and cyclist, collect antique books, and enjoy bird watching. I look forward to working with all of you!

Matt_DOnofrio Nice to meet you and thanks for all your work on behalf of the public sector community here!

Hi Everyone,
I am Sara Pitterle, the Business Analyst with the Forest County Potawatomi Tribal Government (FCP) here in Northern Wisconsin and I am just joining this Public Sector Community. I have been with FCP since 2018 and brought Qualtrics to the community as a means of collecting data for a balanced scorecard, rolled out in the FCP Health Division in 2019.
Since that time, because of the changes wrought by the pandemic, we have used the Qualtrics platform for a wide range of other projects including monitoring use and inventory of PPE, Employee responses to COVID working arrangements, community engagement surveys, etc. Some of these have been successful, others not so much.
Because FCP is a small organization, I'm hoping this Qualtrics Community can provide me with ideas, better ways to use the platform and insights to avoid missteps in seeking feedback from our community and employees in the future.
In my off time, I enjoy all the quiet sports and enjoy exploring the State and National Parks surrounding me.

spitterle Thanks so much for joining and introducing yourself, Sara! I'm hopeful you and other public sector & public health users can learn much from each other here in the community!

Hello,
I am Alison Hiam, Data and Forms Administrator for the State of Wisconsin Department of Public Instruction. I use Qualtrics to help Teachers, Schools, and Districts make data informed decisions, latitudinal research projects, administer small grants, and a handful of other various uses. I love trying to ease the burden placed on schools and educators by giving them quick, easy to use tools and ways to access their State Education Agency.
I love quilting, caring for my animals (a fish, two dogs, a cat, a snake, and two birds) and playing video games in my spare time.

Hi ABCHiam !

Thanks very much for introducing yourself. We love to hear about data informed decision making in government and I'm glad you are putting that into practice. Looking forward to hearing more from you in the community here!

Hi everyone,
My name is Malena Savell, I am a Research Scientist with the California Department of Public Health/Maternal, Child & Adolescent Health Division in the Program Evaluation and Data Systems Branch. I have been with the division for about 9 months and have spent the majority of that time using Qualtrics to streamline several of our data collection efforts. We use Qualtrics for a myriad of applications, predominantly program monitoring and evaluation. Our most significant Qualtrics instrument is an annual reporting tool for Local Health Jurisdictions across the state of CA to report program activity outcomes from the most recent fiscal year. We use data from this report to inform the direction of program efforts and initiatives, as well as, to fulfill federal reporting requirements. We are in the early stages of exploring usage of Qualtrics in our data analysis and dissemination efforts.
I am located in the Sacramento, CA area. Though I am a California native, I am new to the area and relocated here after attending graduate school in Buffalo, NY. My family and I enjoy spending time outdoors, playing with our two dogs. In my spare time, I love to do yoga and write fiction.
I am excited to be joining this group and look forward to future learnings with you all!

Thanks for the great introduction malena_savell ! Looking forward to having your perspectives and questions here in the government group!

Hello. I'm Janel Jacobs, a digital product manager on the City of Orlando’s Innovation/Digital Platforms and Service Design team.
We are using Qualtrics to measure resident and employee experiences with our services and programs. We also have a panel of residents we use for ongoing research.
I look forward to learning how we can take the best CX practices and apply them to the public sector.

Greetings, JanelJ ! Thanks very much for joining and introducing yourself to the government group here in the Qualtrics Community. We look forward to hearing more about the City's experience programs and hope you can learn from peers as well!
We are getting ready to post a series of local government webinars and resources here in the government group soon, stay tuned!
-Matt