Robotic process automation has shown considerable promise for reducing the time necessary to validate and distribute federally managed benefits and even protect the nation. Essential agency functions whose management would have required significant employee hours — often to the point of resulting in delays and backlogs — can be streamlined through digital tools and automation technology. Hear from federal technologists as they discuss increasing process efficiencies, customer engagement and reducing waste and fraud.
The Future of RPA
James Gregory is the robotic process automation program director at the U.S. General Services Administration, where he leads a highly motivated RPA development team that produces, on average, four application-level automations every month, while at the same time managing a considerable automation inventory. In his current role, he is focused on integrating RPA into GSA’s DNA, which will empower the entire workforce to look for and pursue opportunities for efficiency.
James has over 30 years of IT experience in federal, county, and city government. In addition, he has held significant roles in a number of private sector companies. Prior to joining GSA, he served at the U.S. Immigration and Customs Enforcement (ICE), where he stood up the RPA program for ICE and delivered some of ICE’s largest systems.
James has a track record for success and is committed to delivering high-quality solutions and providing the highest levels of customer service. He leads by example and constantly seeks to inspire his team to meet or exceed organizational and personal goals.
James earned an MBA with a concentration in technology management from the University of Phoenix and a Bachelor of Arts in computer information science from Bethany College.
Drew Jaehnig – Industry Practice Leader, Bizagi (Business Agility) with 27 years of management and supervisor experience. Drew has successfully managed large globally dispersed staffs for the Department of Defense in some of the most challenging environments. He is also a process improvement and customer experience expert and has been helping organizations with on-boarding issues for over a decade.
Sunil Madhugiri joined U.S. Customs and Border Protection (CBP) in 2019 as a Chief Architect. He was recently selected as the Acting Chief Technology Officer (CTO) for CBP’s Office of Information and Technology (OIT). The Office of the CTO, CBP’s dedicated hub for technological leadership, drives innovation through a variety of crucial activities such as managing vendor engagement, researching emerging technologies, and arranging proof-of-concept demonstrations.
As Acting CTO, Mr. Madhugiri is responsible for leading the creation and identification of novel technology products that are designed and developed iteratively using highly adaptable agile methodologies and open standards to strengthen CBP operations. Mr. Madhugiri also chairs the Technical Review Board, a governance body that focuses on improving the quality, cost effective-ness, sustainability, and resiliency of CBP’s IT solutions.
Prior to becoming a civil servant, Mr. Madhugiri worked for the private sector for 30 years. Before joining CBP, he was a Chief Database Architect for two years with Salesforce where he established viable technology solutions for the Federal government. He was responsible for working with vendors and customers to integrate current platforms with other technologies. Prior to his work with Salesforce, Mr. Madhugiri worked for Oracle as a Database Architect developing digital standards using APIs and assisting with digital transitions for the Federal government.
Mr. Madhugiri is committed to public service and is proud to serve as the Acting CTO. He is impressed by the scope of the CBP mission, and he strives to provide technical value in support of OIT’s executive leadership team, the entire OIT organization, and CBP as a whole.
Mr. Madhugiri graduated from Temple University with a Master’s Degree in Computer and Information Sciences.
Barbara C. Morton assumed her current duties in July 2016 when she joined the Veterans Experience Office (VEO) as Deputy Chief Veterans Experience Officer. In this role Barbara is responsible for building a lasting customer experience capability at VA and sharing best practices across sister Federal Agencies. She was a recipient for the Gears of Government President’s Award (2019) and the Service to the Citizen Award (2019) for her role in transforming VA’s capabilities to provide Veterans with an excellent customer experience.
Barbara joined the Department of Veterans Affairs in 2006 as a Staff Attorney at the Board of Veterans’ Appeals (Board). She served the Board in a variety of other capacities, to include Special Counsel to the Appellate Group, Special Assistant to the Vice Chairman, Executive Assistant to the Chairman, and Executive Director for the Office of Management, Planning & Analysis. While at the Board, Barbara stood up and led the Board’s Appeals Modernization OIT efforts, which included securing industry technologists from United States Digital Service to develop and launch new appeals platforms.
A native of Rockport, Massachusetts, Barbara attended Skidmore College in Saratoga Springs, NY, earning a degree in psychology and philosophy. After receiving her J.D. from Suffolk University Law School, Barbara completed two clerkships in the New England area and thereafter pursued an LL.M. in constitutional law at Georgetown Law. She has published a variety of law review articles, including two pieces relating to posttraumatic stress disorder. Barbara dabbles in the arts, to include painting, photography, ceramics, and stained glass, and she loves following professional tennis and basketball. She also enjoys volunteering for various Veteran-centered causes, to include events at Arlington National Cemetery and the annual Toys-for-Tots campaign.
Ms. Erica Thomas works for the Office of the Secretary of Defense (Comptroller). She is currently the Program Manager for OUSD(C)’s Robotic Process Automation (RPA) initiatives and co-leads the DoD’s RPA Consortium. Outside of DoD, she is an active champion for the Federal RPA Community of Practice and co-led the “Use Case, Process Selection, and Automation Sharing” practice area.
Prior to her current role, she served as the Team Lead for DoD’s Financial Management Reform efforts and as a Senior Accountant in the Business Integration Office, leading enterprise wide Procure-to-Pay initiatives and DATA Act reporting compliance. All told, she has over 14 years of DoD Financial Management experience.
- Amy Kluber, Managing Editor, GovernmentCIO Media & Research
Bots for Customer Engagement
Agencies who manage claims and benefits have a particular interest in applying RPA toward facilitating the processing of new applications. Automation has already shown considerable promise for expediting claims verification that previously would have resulted in weeks of potential wait time. Hear from agency officials at the forefront of applying RPA to longstanding services for improving customer experience and ease of use.
- Sudhir Goel, Senior Solutions Architect, Optum Serve
- Alex Hoover, UX Designer, DHS, U.S. Digital Service*
- Barbara Morton, Deputy Chief Veterans Experience Officer, VA
Automation for Improved Business Functions
There are considerable financial benefits in using automation processes to reduce administrative burden, increase workforce productivity and improve accuracy. Hear from government technologists exploring the potential for RPA in functions like claims processing, customer service and more.
- James Gregory, RPA Program Director, GSA
- Drew Jaehnig, Industry Practice Leader, Public Sector, Bizagi
- Sunil Madhugiri, Acting CTO, U.S. Customs and Border Protection
RPA for National Security
Wings of the federal government dedicated to national security have begun exploring RPA to streamline information management and critical decision-making. Hear from defense-minded government executives on how agencies that work alongside the U.S. armed forces have begun looking into automation technologies to support their workforce and improve process efficiencies.
- David Lamy, CIO, Army Futures Command*
- Mark Beckner, Chief Digital Officer, Navy Bumed/JAIC*
- Erica Thomas, RPA Program Manager, DoD
- Amy Kluber, Managing Editor, GovernmentCIO Media & Research