Customer Experience

Customer Experience

Customer Experience
Customer Experience
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Virtual event

Digital transformation across government has led to vast improvements in the quality of services delivered to Americans nationwide, and has helped provide special assistance amidst the pandemic. Hear from federal technology executives on how their agencies are implementing new digital services and expanding their capacities to provide the best user experience for millions of U.S. citizens.

October 21, 2021
11:00 am
Virtual event
Register Now
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Nico Papafil is the Director of 10x in the Technology Transformation Services (TTS) within GSA. In 2017, he co-founded the 10x program, an incremental investment program designed to fund, support, and develop ideas from federal employees about how technology can improve the public's experience with the Government. In his role, he administers all TTS start-up technology investments by overseeing the financials, staffing, contracts and business operations. Since 2017, he has managed a portfolio of over $52M in technology investments.

Director, 10x, GSA
Deputy Chief, Office of Healthcare Innovation and Learning, VA
Senior Advisor, Enterprise Digitalization, IRS

V. David Zvenyach (“Dave Z”, he/him) is the Deputy Commissioner of the U.S. General Services Administration’s (GSA) Federal Acquisition Service (FAS) and the Director of the Technology Transformation Services (TTS). The Technology Transformation Services applies modern methodologies and technologies to improve the public’s experience with government. TTS helps federal agencies build, buy and share technology to achieve their digital transformation and modernization goals.

Mr. Zvenyach was appointed as Director of TTS in January 2021. In his position, he oversees the Presidential Innovation Fellows, 18F, the Office of Solutions (which includes products such as,, FedRAMP,, etc.), and the IT Modernization Centers of Excellence, along with other offices that provide support across TTS.

Dave is not new to GSA or TTS. He previously served as a Senior Technical Advisor and Assistant Commissioner to GSA’s Federal Acquisition Service’s Office of Systems Management; Executive Director of 18F and Deputy Commissioner of TTS; and Assistant Commissioner to TTS’ Office of Acquisition from 2016-2018.

Before rejoining TTS, Dave worked as an independent consultant, subject-matter expert and facilitator for the Digital IT Acquisition Professionals Program, and Director of Product at Hangar, where he helped build public-sector-facing startups. Dave also served as General Counsel to the DC Council, Chief of Staff to Councilmember, Mary Cheh, and judicial law clerk to United States District Judge, Yvette Kane.

Dave is a graduate of the George Washington University Law School and has a bachelor’s degree in Mechanical Engineering from the University of Wisconsin. He lives with his family in Fitchburg, WI.

Deputy Commissioner, Federal Acquisition Service & Director, Technology Transformation Services, GSA



Opening Remarks

  • Michael Hoffman, President, GovernmentCIO Media & Research

Fireside Chat: Modernizing Government: What’s Next?

IT modernization across federal agencies has made it significantly easier to provide benefits quicker and more directly through digital services, a process that has become increasingly vital amidst the COVID-19 pandemic.

  • Dave Zvenyach, Deputy Commissioner, Federal Acquisition Service & Director, Technology Transformation Services, GSA

Digital Services and Health

Health-focused agencies have increasingly dedicated their efforts to wearables, custom devices, and other applications designed to provide a better, more personalized healthcare experience. Hear from agency leaders on how their departments are creating new services to improve patient outcomes and health care management for Americans nationwide.

  • Dr. Beth Ripley, Deputy Chief, Office of Healthcare Innovation and Learning, VA

Principles of the Digital Service Experience

Innovators of federal digital services rely on methodologies and strategies around concepts like human-centered design, agile and modern acquisition to deliver efficient and working solutions. All these must also take into account security and privacy. Leaders discuss what the optimal secure user experience looks like to ensure agency systems and data are safe.

  • Julia Elman, UX Lead for, GSA
  • Tadgh Smith, Deputy Director, Technology & Transformation, ICE
  • Mitch Winans, Senior Advisor, Enterprise Digitalization, IRS

The Promise of Digitization

Many agencies have transitioned in-person processes to online applications. Hear from developers on how their organizations have begun to create new digital portals incorporating human-centered design to increase the convenience and ease of access for vital services while protecting information privacy.

  • Barbara Morton, Deputy Chief Veterans Experience Officer, VA
  • Nico Papafil, Director, 10x, GSA

Closing Remarks

  • Michael Hoffman, President, GovernmentCIO Media & Research