Reflections from DOD’s first-ever customer experience officer

After serving for nearly 18 months as the Department of Defense’s first-ever customer experience officer in the Office of the CIO, Savan Kong earlier this month parted ways with the Pentagon. Previously a member of the Defense Digital Service during his first tour of duty with the DOD, Kong helped build the department’s CXO office from scratch, fostering a culture that prioritizes the needs of servicemembers, civilians, and mission partners and striving to streamline governance processes, improve transparency, and ensure that IT solutions meet operational needs. Kong joins the Daily Scoop for a conversation to share the progress his office ushered in to improve customer experience for DOD’s personnel, where things are headed under this administration and how AI will impact the CX space.

FedRAMP is getting another overhaul, one that will involve far more automation and a greater role for the private sector, the program’s chief announced Monday. Through FedRAMP 20x, the General Services Administration-based team focused on the program aims to simplify the authorization process and reduce the amount of time needed to approve a service from months to weeks, Director Pete Waterman said during an Alliance for Digital Innovation event. The private sector will also have increased responsibility over monitoring of their systems, he noted. In a critical change, agency sponsorship will — eventually — no longer be necessary to win authorization. As a first step, FedRAMP has launched four community working groups, which give the public a chance to share feedback, and focus on creating “innovative solutions” to formalize the program’s standards. But in the meantime, Waterman said existing baselines will remain in place and there are no immediate changes to the program.

The Office of Personnel Management and the departments of Treasury and Education are now barred from sharing individuals’ personally identifiable information with DOGE representatives, a federal judge ruled Monday. Judge Deborah L. Boardman of the U.S. District Court for the District of Maryland said in her decision that in granting associates with Elon Musk’s so-called government efficiency initiative access to systems containing plaintiffs’ PII, the agencies “likely violated” the Privacy Act and the Administrative Procedure Act. The lawsuit was filed by the American Federation of Teachers, the International Association of Machinists and Aerospace Workers, the International Federation of Professional and Technical Engineers, the National Active and Retired Federal Employees Association, the National Federation of Federal Employees, and six military veterans.

The Daily Scoop Podcast is available every Monday-Friday afternoon.

If you want to hear more of the latest from Washington, subscribe to The Daily Scoop Podcast  on Apple Podcasts, Soundcloud, Spotify and YouTube.