EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker

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 [email protected] and Laura can be reached at [email protected] 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.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form