The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker
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In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government service delivery often starts at the front lines.
Michelle, District Manager and 2025 Service to the Citizen Award recipient, and Laura, a Claims Specialist and 2025 Rising Star, share their journey from recognizing the need for improvement to actively transforming how services are delivered.
From small, test-and-learn improvements to building leadership buy-in, they discuss how customer experience principles are transforming SSA from the inside out. They also highlight the importance of empathy in public service, including a powerful story that shows how going beyond process can truly change lives.
This episode underscores the importance of delivering timely, accurate, and compassionate service—and how both career civil servants and political appointees play complementary roles in driving meaningful progress. Michelle and Laura leave listeners with a message of optimism and a call to action: meaningful transformation is possible when people are empowered to care, collaborate, and lead from where they are.
Michelle can be reached at Michelle.Felicetta@ssa.gov and Laura can be reached at laura.walker@ssa.gov.
Laura Walker’s Service to the Citizen acceptance speech can be accessed here.
Highlights from the 2025 Service to the Citizen Awards program are available here.
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