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Advancing Customer Experience

Goal leaders

Michael Bernier

Deputy Performance Improvement Officer and Branch Chief

Program Engagement and Performance (HHS)

Ariele Faber

Chief Experience Officer

Center for Medicare & Medicaid Services (HHS)

To achieve

HHS builds trust and improves customer experience by simplifying its procedures, saving people time, and delivering results while maintaining program integrity. By September 30, 2025, HHS will enhance foundational CX capacity by reporting on trust and other service-level experience measures for HHS operating divisions.

Progress Updates