good afternoon everyone uh and thank youall for joining us this afternoonum for everyone I’m my sister I’m thedeputy director of the Aspen Tech policyhub for those of us who are new to usthe Hub is a West Coast policy incubatortraining a new generation of tech policyentrepreneurs we take stem experts teachthem the policy process throughfellowship and executive educationprograms and encourage them to developoutside the box solutions to uh publicsector problems I’m thrilled to welcomeyou all today to our demonstration Dayevent for the fourth cohort of the techexecutive leadership initiative alsoknown as telly the Telly program is ajoint initiative of the tech Talentproject and the Hub it is a 10-weekskills building initiative to prepareexperienced Tech leaders to engageeffectively with public sectorchallenges the program provides seniorTech professionals with a uniqueleadership opportunity to build skillsthrough Real World engagement withgovernment and policythe tech Talent project in the hub cametogether this spring to run the fourthiteration of this initiative every weekfrom January to mid-march we met withour cohort of tele leaders to teach themmore about policythis afternoon we will be introducing afew of those leaders uh they will bepresenting results from the culminatingproject of the Telly program for contextthroughout the tele program we ask theleaders to participate in a variety ofexercises for writing policy memos tocreating stakeholder Maps uh to finallyworking on a six-week challenge projectwith a government client they’reculminating government client projectasked them to take all of the lessonsthey learned from the program and devisea solution to a real Tech policy problemthat a government agency is facingthere are two sets of projects that wewill be showcasing here today the firstset of projects will be focused onimproving services for foster care youththat are aging out of the foster caresystem in Oklahomathe state of Oklahoma currently hasdifficulty keeping in contact withFoster youth once they once they age outof the system at age 18. despite thefact that the state provides manyresources for these young adultsincluding housing and employment supportpost 18.um as you might imagine youth weredisconnected from government servicesafter they age out of the systemum are more likely to experience a wholehost of negative outcomes so our leaderswere tasked with answering the questionhow can Oklahoma’s Department of HumanServices best connect aging out fostercare youth to existing government andCommunity Resourcesthe second set of projects today arefocused on improving the travelerexperience at airport securitycheckpoints in recent years uh theTransportation Security Administrationuh known to many of you as TSA hasinstituted a number of programs toimprove the travel or experience atairport security checkpoints thisincludes tsa’s Fame pre-check programamong others despite these efforts someTravelers continue to be dissatisfied bytheir experience some comment complaintsinclude that some agents are rude ordisrespectful to disabled persons andthat baggage inspection is too slow sothese leaders were thus tasked withanswering the question how can the TSAimprove the traveler experience atairport security checkpointsthe leaders were split into four teamsfor these two projects and as such we’llhave four teams presenting their ownunique solutions to these problems so tobe clear these teams only had a fewweeks to both understand their problemand propose a solution as you’ll seethey’ve come up with outstanding work inthis limited time which just goes toshow the power that these type ofcreative this type of creative thinkingcan have to improve policy andgovernment servicesexplain a little bit more about theevent and some brief logisticalannouncements I’m going to turn it overto Georgia Gleason from the tech Talentproject over to you Georgiahi everyonegreat to see so many of you here thisafternoon I’m Georgia GleasonPartnerships associate at the techTalent project for those of you whodon’t know the tech Talent project is anon-partisan non-profit dedicated toincreasing the ability of the USgovernment to recruit modern technicalleaders in order to achieve criticaleconomic policy and human outcomeswe’re building a bunch of moderntechnical leaders as well as folks inthe local state and federal governmentlevels to connect them withopportunities to serveso before we introduce our tele leadersI wanted to State some brief logisticalannouncements after all four of thepresentations we will introduce ourfabulous keynote speaker Sharika ekpoand formally she is of annaplan andformerly of Google and the U.S digitalservicewe also wanted to note that the teamsare releasing their projects live soplease check out the links in the chatbox so you can follow along in real timelast we’ll save a few minutes for Q a atthe end of every project presentationplease submit your questions in the Q abox below and we will have the teammembers either answer the question liveor via the chat boxso with that I’m thrilled to introducethe four tele leaders on the first teamthis afternoon who worked on theOklahoma Foster Care Projectum the first team includes diocelineGonzalez a consultant specializing inVirtual and augmented reality makundapentagonde a technical director leadingorganizational change and empoweringteamsAva Pereira a public sector leaderfocused on improving City programsoperations services and the lives ofresidents through dataand Mayan Roth a software engineeringleader advising growth stage Healthcarestartupsfor this presentation we’ll have MayanRoth and Ava Pereira presenting over toyou Mayan and Evathanks Georgialet me share my screenum all rightumhello everyone we are Oklahoma team oneand today we’re presenting our projecton improving outcomes for Oklahoma agingFoster youthsorryum our client was the OklahomaDepartment of Human Services and theyasked us to investigate how they canbest connect aging Foster youth toexisting government and CommunityResourcestheir goal was to improve outcomes forindividuals who are leaving foster careas they turn 18 and become adultsOklahoma DHS runs a program called theOklahoma successful successful adulthoodprogram that helps connect aging outFoster youth to government servicesunfortunately each year roughly 175youth leaving foster care failed toconnect to oksa or to governmentservices and that’s out of a total of600 youth leaving servicesum so youth who age out without SupportServices in place experiencesignificantly worse outcomes ourcontacts at okdhs told us that withintwo years 60 percent of Youth who ageout of foster care without connecting tosupport services end up homeless orincarceratedthrough our research we learned thatthere are lots of services available toaging out Foster youth however they’renot reaching the Foster youth becausetheir contact information is out of dateone of our contacts at oxa told us thefollowing story that during the pandemicthey had some leftover covet money whichthey decided to mail out in the form ofgift cards to Foster Youth and hundredsof those gift cards came back becausethey had outdated mailing addressesso it became clear to us that there’s somuch help out there but Foster youthunfortunately aren’t able to access itso our proposal is to create aself-service portal that’s accessibleboth over the web and on mobile devicesthat will allow Foster youth to come inand directly provide and edit and keepup to date their contact information andwe further recommend that we incentivizeyouth to keep that contact informationup to dateso why are we recommending aself-service portal well Oklahoma DHStold us that they maintain a databasecalled okay kids which is the canonicalsource of Truth for information abouteach Foster youth that’s stored whilethey’re in care and they told us thateach Foster youth caseworker isresponsible for keeping theirinformation up to date which includesdocumenting contact information for eachFoster youth but what we learned is thatwhile the youth are in care the primarycontact information that’s documentedfor them is the contact information fortheir placement family not for the Youththemselvesnow the caseworkers can choose todocument youth contact information likeemail addresses or phone numbers in okaykids there’s a field available for itbut that field is only populated aboutfive percent of the time so it seemslike most of the time people don’t knowit it exists and furthermore the okaykids database is actually not updatedafter the youth turn 18 unless the youthvoluntarily choose to re-enter custodyso what we propose making is an app thatlooks something like this which wouldallow caseworkers or other DHS employeesto create an account for each youtheither when they are aging out of fostercare as they’re approaching adulthoodand for security reasons when theycreate that account they’ll provide theyouth with a one-time code either inperson or over the phone that will allowthe use to create the account themselvesnow I want to pause for a minute on thisissue of security it’s really importantto talk about because these Foster youthare particularly vulnerable populationit’s really important that nothing thatwe build or propose on a technologicalperspective is going to harm those youthor expose their private information topeople who shouldn’t have access to itso for that reason in our memo we makethree security recommendations the firstis this use of a one-time code toauthenticate the youth at the time thattheir account is created and this is toprevent anyone from impersonating theyouth and creating an account for themwho shouldn’t have access to itthe second is that we recommend that alldata be stored encrypted which is asecurity best practiceand finally we recommend the schema forrestricting or permitting access withinthe portal based on role within OklahomaDHSso this is how it works coming back toour to our proposal the youth willreceive a one-time code from theircaseworker and use that code to completetheir account creation and then they’llget access to a very very simple pagewhich allows them to just verify andupdate their email address phone numberor mailing address social mediabasically the ways in which someonemight want to get in touch with them andthen when they click to update thatinformation they’ll be notified thatthey’ll be receiving a small incentivefor keeping their information up to dateand this incentive is really important Imean the real reason that Foster youshould want to keep their contactinformation up to date is of course sothat Oklahoma DHS and oksa can find themand provide them with the reallyvaluable and important servicesbut you have to remember that these areteenagers at the end of the day so wethink some small more immediateincentive is also necessary that willhelp build the habit for these youth tokeep their contact information up todateand we recommend working with localnon-profits or other community groups tosolicit donations of small gifts thatcould be used as incentivesin order for this portal to be effectiveit has to be promoted you have to knowabout it and based on our research webelieve that a social media campaign isthe best way to reach Youth and toeducate them about the existence of thisportal and to remind them to keep theirinformation up to datewe’re showing you an example here basedon the very effective check on uscampaign that was run by think of us ona foster youth nonprofit just to giveyou a mental idea of where you can goand we also recommend promoting portalduring Oklahoma DHS and Oaks atin-person events and using those eventsas an opportunity to encourage the youthto create their accounts and keep theirinformation up to dateand finally of course we have to talkabout budget what you’ve seen here andwhat we’re recommending and our proposalis to build out of very very Bare Bonesminimalistic proof of concept justenough to test out the hypothesis thathaving this up-to-date contactinformation will really improve outcomesfor foster Youth and since ourapplication is so simple we’ve estimatedthat the initial build out can be donefor just thirty two thousand dollars andwill have a very low annual maintenancecost you can find more details about thebudget and the rest of our proposal inour memo thanks so much for letting usshare our idea with you today back overto you Georgiaforeignand Eva and the first team for your workumyour work was about building an app thatallows Foster use to update theircontact information and I especiallyappreciate how you took a larger problemand you boiled it down to a simplersolution which is creating an easier wayto update contact information sothanks for presentingum and I do also want to remind alleveryone in the audience if you have anyquestions for our leaders please putthem in the Q a box at the bottom ofyour screenso if you look in the chat as wellyou’ll see a link to this first team’sproducts take a look at thatum let me see I think I seea couple questions in the chat so I willum pose a question to mine and Ava fromJenny so I think the idea of incentivesis such a good one but one that isreally essential if you want this towork do you think that providingadditional incentives May draw youngpeople to other valuable resources likeVita centers that help with firing taxesso I would say absolutely anything thatwe can do to connect the youth to theresources that are availableum is is really valuable and the firststep of being able to connect the youthis being able to find and reach them sohowever we um incentivize them and thenare able to funnel them to keeping theircontact information up to date thenOklahoma DHS and others can connectthese two resources like the betacentersAva do you have anything to addum no I think the other question wasabout uh challenges faced by caseworkersin tracking and updating Foster youthcontact info and I just briefly wantedto say to that you know like Mayamentioned earlier they only have theFoster placement parent the parentsinformation in their database so I thinkhaving that direct connection to Fosteryouth is going to be a game changer interms of staying in touch making Fosteryou the wear of all the resources thatare availablefantasticthank youumlet’s take one more question how doesthe program validate the identity of theindividual that should be quickyeah so the way that we wanted toaddress this because I think it’s it’scritically important that we don’taccidentally give access to the wrongperson or to someone who’s impersonatingis this idea of a one-time code that’sgiven to the youth in person thecaseworkers have an establishedrelationship with all of the Fosteryouth who are in their case book and sowhen they create an account for theYouth and they give them the Code inorder to activate the account they’redoing that to a person that they knowand so they’re so the validation is kindof a face-to-face you know humanrelationship validationexcellentwell thank you so much Maya and Avaum and thanks to the audience keep keepthose questions coming please so nextI’m thrilled to introduce the five Tellyleaders on a second team for thisafternoon this team also worked on theOklahoma Foster Care Project andincludesum suhas Joshi a technology leader withexperience at a number of large softwarecompanies Ivana Eng an experiencedproduct executive specializing in publicinterest Techcase on timason a product designexecutive empowering the public withelegant easy to use technologyJesse Taggart a design strategistcommitted to cross-functional teamworkand human-centered inquiry and Jane Yanga Jane of all trades with data Savvyconscientious leadership clear-eyedcompassion and get it done resolve sofor this presentation we’ll have Ivanaand Cason presenting over to youthank you Georgia I’m gonna share myscreen nowum great so hi everyone uh I’m Ivana andtoday case on and I will be presentingon behalf of our team we’ll be demoing aweb application that puts OklahomaFoster youth in charge of theirtransition into adulthoodum similar to the first team Oklahoma’sDepartment of Human Services engaged usto help them better support aging outFoster youth in accessing government andCommunity Resources that already existstoday to help them transition intoadulthood and become moreself-sufficientuh for Oklahoma youths who age out offoster care what we find is that inthose initial yearsum after they exit the foster caresystem they face many challenges inbecoming more self-sufficient this isjust a snapshot from the most recent uhNational Youth in Translation intransition database survey uh where OKDHS surveyed youths age 17 19 and 21 whoexited foster care and as you can seehere only 80 percent of respondents age21 reported completing High Schoolenrollment and continuing education goesdown dramatically between age 17 and 21and many respondents also reportedexperiencing homelessnessOK DHS today offers targeted resourcesand programs to help aging Fosterstransition out of the system they have aprogram called Oklahoma successfuladulthood which offers wide range ofservices and programs for young adultssuch as financial assistance withhousing and support with employmenteducation and even transportationcaseworkers also work with Foster youthin their caseload who are age 14 to 18who develop a plan to prepare foradulthood outside the formal foster caresystem and this plan typically includesthings like what the youth’s plans arefor securing health insurancehousing whether they plan to seekemployment or continue education afterthey leave foster careand what we found in our research andinterviews with stakeholders is thatthere’s an opportunity for the Youth todrive that planning process moretoday okdhs caseworkers offer twoplanning tools to help Foster youthsprepare for adulthood and both of thesetools are currently 10 to 12 page pagesof paper forms like the one shown on theright hereand there are several barriers thatprevent these plans from being effectivetools one the process has led more so bythe caseworker rather than the youthsecondly youth often have to depend oncaseworkers to take action especiallyfor tasks that require documentation oressential documents such as getting astate licenseand uh thirdly the planning is currentlyall paper-based so it’s not easy for theYouth to track their progress and sharetheir plan and engage the othersupportive adults in their um in theirNetwork in their life to help them makeprogress on their planso I’m going to pass it over now toCason to talk about our solution tothese barriersthanks Savannahum if you want to go the next slidebecause of the challenges Ivana outlinedwe recommend that okdhs develop amobile-friendly web app that transformsthe 10 to 12 page paper forms into ause-driven inspiring and interactiveexperiencethis web app will speak to youth intheir terms which is why we named itglow up use use glow up to describe amajor successful personal transformationand that’s what we want the web app toenable for themthe gloa web app would address all threeof the major challenges with the current10 to 12 page paper planning forms mostnotably it would put the youth in thedriver’s seat youth can create their owngoals then the app can actually breakdown those goals into more achievablesteps and provide contextual resourcesand exercises to help them Reach theirown goals secondly it would help youthfollow up with their caseworker andsupportive adults the app can automatereminders when the youth is waiting fortheir caseworker or supportive adult totake actionautomating these reminders would reducethe mental load for both the youth andtheir support of adults and keep themaccountablethird youth make the decision of who tohelp them and track their progress soagain they’re in the driver’s seat andthere are also some direct wins for okDHS including having an additionalchannel to direct connect with youth andthere would be an export function sothat the youth develop plan can beloaded to okay kids and shared with thecourtsas a first step OK DHS should develop a12-month pilot program co-designed withaging out use the pilot would measure ifthe app helps aging out youth in gettingservices and transitioning to adulthoodif the pilot is successful as measuredthrough survey data and goal attainmentdata measured through the app okdhsshould make the app available to allcurrent and former Foster age youth 14years and older and Market to both theFoster youth as well as the caseworkersand supportive adultsthere are many challenges for aging outyouth but by putting the youth in thedriver’s seat and giving theminteractive resources through a web appokdhs can enable them to take a moreproactive role in defining their goalsand working with a support team toachieve them this in turn will result inmore youth achieving their goals andglowing up into successful adultsthank youfantasticthank you so much Ivana and Kason andyour team for the idea of creating thismobile app I love the name glow up andwebsite to help youth directly managetheir transition into adulthood and Iespecially appreciate how you utilizeuser design thinking to develop thisso we have one question from theaudience hereum will youth have access to glow upeven after turning 18.absolutely that’s the great thing at allum you know it’s it’s an archive in themaking right soum you know these resources are not likelimited resources once they build themonce they actually use themum you know they should have access tothem it is for them like there’s noreason why we should take away accessafter they turn 18.perfect thank you so muchum thanks so much to you and to the teamand next I’m thrilled to introduce thetele leaders on the third team for thisafternoon this team worked on the TSAproject on how TSA and the Department ofHomeland Security can improve thetraveler experience at airport securitycheckpoints this third team includesMegan Cochran a product leader focusedon solving complex user problemsChristian kremlish a product managerbringing service Innovation to vitalhuman needs Anita Lynch board memberadvisor and former Chief data officeratirak Sharma an inform an informationtechnology executive focused onleveraging Technologies to enhance humanexperiencesand Ian sharp a business driven producttechnologist focused on questioning thestatus quofor this presentation we will have Meganpresenting over to you Meganthanks Georgiait’s great to be here today I’m MeganCochran and it’s my pleasure to sharewith you the work that we did here ourteam investigated how the TSA couldimprove the traveler experience atairport security checkpoints now for anyof you who have traveled especially inthe last several years you’ll know thatthere are lots of ways that it can bevery frustrating so we try to focus downon where we could find particular painpoints where we can leverage existingsystems and have a direct positiveimpact on The Travelersso wewe’ve our goal was to reduce thecomplaints from disabled Travelersrelated to airport security and we wantto do this with a program that we’recalling TSA cares accessnow airport security is difficult foreveryone but for the disabled it’sespecially so and when we talk aboutdisabled here we’re talking about it ina very broad way so it’s not alwayssomething that’s visible or permanent itcan be a sprained wrist it can be ahearing problem it could be somebody whohas diabetes or another condition thatrequires them to have access tomedication on a flight so it is a verybroad uh group and it includes one infour adults in America so it’s really ahuge audience of people who areconsidered disabled even if it’s notsomething that you can recognize justwhen you see them or meet them nowusually those don’t require any specialaccommodation but it can be very helpfulfor travelers to have a positiveexperience going through security whenthey are prepared and know what’s comingnow the TSA already has an amazingprogram called TSA cares TSA caresprovides already information and supportto anyone who needs it for any reasonyou don’t have to be disabled but it youcan use the their systems they providetwo types of supportthey can answer any questions about yourparticular situation and the day thatyou’re going through security and alsoif you need it they can provide apassenger support specialist who willactually go through security with youand I have a niece who is who needs helpand they use this program it wasincredibly welcoming wonderful way forher to begin to flyum she’s severely autistic and neededsome extra help and so the program isamazing we wanted to build on success ofthat program which very few people areusing as a total of of Travelers so TSAcares TSA cares is accessible today twoways because Travelers can call in orthey can fill out a form on theirwebsite what we wanted to do is increaseawareness of this program and also makeit more accessible particularly for thedisabled who really can benefit fromhaving that information in advance anddetermining whether or not they needsomeone to help them go through securityso TSA cares access is our uh ourrecommendation hereum and in researching this proposal uhwe learned that not only are thedisabled more likely to feel stressedabout going through security we alsorealize that even when they’re goingthrough the exact same process thateveryone else is going throughum it doesn’t feel like that and thisisn’t true just for the disabled this istrue for the general population it feelspersonal so even though everyone’s goingthrough the same process it can reallyfeel like it’s you’re being targeted ordisrespectful being disrespected evenwhen the TSO officers are just doingtheir jobs exactly the way they’reexpected to do it a very minor exampleof this my son who’s 11 was tagged for arandom screening and they said it’srandom there’s nothing you did that madethis happen but he spent the next 15minutes explaining to me why he wastargeted by the TSA it is a naturalthing that happens but we just want tomake it a little bit easier for Everyoneby getting them more comfortableso our TSA cares Access program thatwe’re proposing has two parts number oneis a toolkit and this is a toolkit thatallows Partners like advocacy groups topromote the existing TSA cares programthe second part of the program is asecure data transfer protocol and I’mgoing to talk about these a little bitmore in a second what that would allowis for Airlines to actually submit thethe TSA cares request on behalf of thetraveler this makes it easier and we’lltalk about how that works in a secondum I just want to talk about the pilot alittle bit we would want to Pilot thisboth to work out any kinks but alsobecause it would we hope increaseawareness of and access of the programand we want to make sure that we canmeasure what that access is and ensurethat the TSA can handle that access weexpect that pilot program to cost alittle bit less than 150 Grand and wethink that once that pilot has been runthere would be very little incrementalcost to roll it out much more broadlyso today the use of the TSA cares isrelatively low especially when youcompare the total number of Travelersand that one in four disabled number sowe believe we can we can increaseawareness of and access to the programand by doing this we think people willbe able to go through securityparticularly people with a disability orwho are temporarily disabled forwhatever reason and they’ll be moreprepared to go through security andtherefore more likely to be satisfiedand less likely to have a complaintabout the process we can’t make it funbut we can take out some of this stressso the first part of our program is thecreative toolkit and what we have whatwe’re showing here are just someexamples these are pre-approved Plug andPlay assets that any partner can use solet’s say that you’re an advocacyprogram working with a disabledCommunity you’d be able to just grabthese assets off of the TSA website anduse them on your website or in yourpromotional materials or even on anewsletter anywhere that you want to getpeople aware of this program you don’thave to ask permission you don’t have toget approval you just grab the assetsand use them exactly as they are we alsothink that airlines are a particularlygood partner for this because the onlytime you really need to know is whenyou’re buying an airline ticket and soif Airlines can build this into theirpurchase and follow-up clothes then wecan assure that people who need the helpany help have awareness that that helpis available to them you can see more ofthese published materials in our sampletoolkit which is published along withthe other materials from from our teamthe second part of the TSA cares Accessprogram that we’re proposing is a securedata transfer protocol we specificallysuggest that this be implemented by theairlines now some Airlines alreadyprovide additional support to Travelerswho have questions or need help withsecurity preparations I bought a planeticket plane tickets just this year andmany of them asked me if I needed extrahelp but when we talked to thoseAirlines they said they can do all kindsof things on there and to make sure thatthey’re aware but they have no directway to pass that information off to TSAso the what’s happening today is atraveler our disabled traveler andthat’s the orange row that you’relooking at here they research theflights they purchased the tickets theymight even communicate with a supportspecialist at the airlinebut if they need help going throughsecurity the only thing that Airline cando is give them a phone number or passthem to the web address they can’tactually do it for them and depending onwhat the disability is that puts a lotof that pressure back on the disabledtraveler to figure out how to do it withthis the airline can pass that throughfor the traveler and that makes surethat a that information is all accurateand it puts less it puts less of theonus on the traveler themselves theairlines are interested in doing thiskind of work to support their Travelersthat means that the traveler is thenprepared they can get any questionsanswered what do I put in my carry-onwhat do I put in my packed luggage andif they need that passenger supportspecialist they can request it earlyenough to make sure that they can getthe help they needso we believe that this and of coursethis would be a secure data transferprotocol one way it would go into theexisting program that TSA is alreadymanaging no additional workflow forthose agentsthank you so much back to you Georgethank you so much soum I do have one quick question from theaudience which we will take one and thenwe’ll jump to the next team here uhMegan how do you see the creativetoolkit being used by Airlines andadvocacy groups I love that it’s Plugand Play can you say any more about thatyes so the toolkit would have pre uhpre-formatted uh files so image files ortext files and an airline or any otherpartner could simply download thoseassets and then place them into theirown materials so we envision let’s sayan airline if you’ve gone through anairline purchase flow as you’re goingthrough it they already have additionalinformationin their purchase flows so what theycould do here is just grab the assetlet’s say it’s an image there’s multipledifferent sizes available they can justfind the one that fits in that space andthen put it in there or they can andthey’re basically like ad sizeum pieces of media that they can justplace in there or they can use the textand the images from it on their ownsystem but they don’t have to doanything to it they can just use them asthey download them from the websiteyeah fantastic thank youum and thanks to Megan and your wholeteam for this idea of promoting andutilizing TSA cares for disabledpassengers I um I especially appreciatehow the project was focused on updatingand uplifting an existing TSA programrather than creating one from scratchum and thanks for sharing those personalstoriesso uh next I’m thrilled to introduce thetally leaders on the fourth and finalteam for this afternoon this team againworked on the TSA project on TSA in theDepartment of Homeland Security how theycan improve the traveler experience atairport security checkpointsthis fourth team includes Joe alterio adesign leader Problem Solver and humanDefender Eric block an engineeringleader focused on improving educationand software delivery the net cut listand empathetic technology leader with acustomer-centric design FocusRay Hernandez a product and peopleleader growing software-based businessesand badri sridoran an experiencedengineering leader who works acrossengineering marketing and customerexperiencefor this presentation we’ll have Joe andAudrey presenting over to you Joan Padrethank you Jojolet me begin my presentationhello everyone uh can you all hear meyepthank you my team and I have been havebeen spending the last several monthstalking to airports and TSA inunderstanding the complexity of ourtravel systemand we focus heavily on reducing tribalfriction especially minimizing thewindow of discomfortin a really complex travel systema specific problem we decided to focuson was to improve the travelerexperience at Tac checkpoints for thoseTravelers who need specialaccommodations to go through screeningnow what are special accommodations youmight ask well great questionspecial accommodations actuallyare a vast variety of thingsthey start withvery simple things like Mobilityassistance speech and hearing assistancethey could be culture or religiousaccommodationsum they could be medical for example youmay have metal in your body somewhere orthey may have things like you may havenon-standard carry-on equipmentthese are quite a subset of specialaccommodations but I guess this givesyou the overall view of what they arenowour proposed solution in this case is toimplement a new solution that we callthe traveler dedicated routing systemwhich is an on-demand system at airportsthat allow passengers to self-selectduring check-in and request assistancethis also presents to passengers at anairport kiosk specific criteria so theycan figure out if they qualify for aspecial accommodation and then they canrequest it real time and we aim to startwith a pilot and then and then scale itbased on what we learn from thatnow with that I pass it on to Joe and Iwill also move into slideshow more whichI neglected to do Perfect Two For YouJoe thank you very much badrium yeah so um just for context before Ijump into this we’re just focusing onthe on-premise check-in for now andsaving online and mobile check-in for apotential later phase but currently ifyou are a traveler at a US airport thecurrent journey is as follows so ifyou’re a traveler you arrive at theairport and you check in either by thecounter or by kiosk then as a traveleryou receive your boarding pass but atthat time you really don’t have anyopportunity to self-identify for any ofthose accommodation needs as previouslymentioned by badri nor do you have theopportunity to flag the securitycheckpoint that’s best acclimated toserve those needs and finally as atraveler you’re kind of asked to wayfindon your own to a security checkpointwhere that TSA agent that meets youwould be unaware of your particularneeds potentially causing delay anddisruption so when considering thesolution for this problem our default isalways to try and use existing systemsrather than build a whole new one fromscratch because improving existingsystems usually enhances the velocityand chances of adoptionwe realize that the TSA already uses asystem to flag Travelers that need extraattention the secondary securityscreening selection the legendarilyquadruple s if you’ve ever beenunfortunate enough to get that on yourboarding pass we use that as ourframeworkso we propose implementing a series ofprompts in the check-in process eitheron kiosk or at the counter with theagent so that the TSA can determineearly on in The Travelers Journey whoneeds additional attention this would besimilar to the query you already have toanswer about traveling with dangerousmaterials potential categories andexamples of these codes can be seen atthe bottom right of the screennow with these improvements made theupdated tdrs system kind of looks likethis a traveler arrives at the airportand checks in either by counter or bykiosk and fills out those pre-screenquestions to determine any accommodationneeds if anythen the traveler receives a boardingpass and based on those answers a codeis assigned to them and printed right ontheir boarding passand then with movable signage theon-premises TSA team can determine whatsecurity checkpoints or lanes aredesignated for those Travelers whorequest accommodations potentiallysmoothing traffic flow and giving morededicated attention to the Travelers whorequest itso as you can see our proposed initialpilot is fairly Limited in scope asingle airport a single Airline wherethe MVP is adjusting the kiosk andticketing experience to properly testthe tdrs concept and demonstrate valueas you can see by the timeline there theoutput would most likely be some kind ofsynthesis deck and a presentationoutlining our findings and whereimprovements could be made to the ideaas you can see the budget is fairlymanageable consisting mostly of aprogram manager to run the pilot and thesubsequent costs are on the TSA trainingand software updatingthis is your lovely DHS Team 2 Squad wethank you very much for your time uh weare happy to take some questions ifyou’re curious for more info pleasedownload The Memo from the chat weappreciate your attention and back overto you Georgiathank you so much thanks to Joe boudreand your team for this idea to createthis separate routing systemum I especially appreciate how yourproject integrated the airline ticketingand reservation system that exists withthe TSA process so that passengers don’tneed to fill out separate forms it’svery user-centeredum so thank you and I’m just going tocheck the Q a here I think we have onequestion so does this proposal take anysteps to ensure the privacy andconfidentiality of specialaccommodations Travelers whoself-identifythat’s a great questionum this is a question that we havelooped around before I think one of themain aspects really is that it isself-identification so if someone doesnot feel comfortable sharing thatinformation there is no requirementaround it it’s really a judgment callfor the customer whether they want toshare it and potentially have thatinformation on your ticket versuskeeping it to yourself intentionallyjust being part of everyone elsethank you Joe badri anything else you’dlike to addno I’m good thank youthank youperfect thank you thank you both so muchumand lastly I’m thrilled to announce ourkeynote speaker for today uh Sharikaekpo and Sharika is a Chief HumanResources executive board directorauthor speaker and member of the ForbesHR Councilshe is a passionate leader with globalhuman resource leadership experience andSenior advisor to c-suite executivesshe has a demonstrated ability to designand execute industry-leading peopleprograms talent management strategiesand workplace diversity initiativesshe’s a skilled facilitator and trustedadvisor who provides subject matterexpertise using evidence-based bestpractices to drive resultsEureka spent 10 years of her career inthe federal government leading teams atthe Department of Homeland Security DHSthe Consumer Financial Protection Bureauand the United States digital serviceRika thank you so much for being herewith us and sharing your thoughts onthese projects and more generally theimportance of bringing Tech viewpointsinto solving issues like those we’veheard about today so over to youGeorgia thank you so much good afternooneveryoneuh can I just start by saying howimpressed I am at how each teamleveraged technology to create auser-friendly productumI am blown away by what I’ve seen todayand I know that when these Solutions areput into production it will really trulymake a differencetechnology is an essential tool to makegovernment services more accessible forall so bringing technology expertiseinto policy making is of Paramountimportance in today’s fast-paced andinterconnected worldtechnology has become deeply integratedinto almost every aspect of Our Livesshaping our economies society and evenfunctioning of governmentspolicy makers must possess a solidunderstanding of technology toeffectively address its impact andharness its potential for the benefitsof societyI enjoyed hearing from Eva Mayan Ivanaand Cason about youth in foster care andlet me just I’m going to switch over tosome notes that I have hereum because when I heard about the okayself portalI thought it was genius that uh thisteam would think about how to createsome additional bandwidth forcaseworkers by allowing the youth toupdate their own contact information Imeanconsidering that the contact informationthat’s in the system is normally that oftheir placement families having theyouth take initiative on their own usingum your self-service portal is amazingand to the glow up team I’m hearing fromIvana and kaisan the web app that youare using to help transition the youthinto adulthood islife-changing right and I I definitelysee the opportunity for youth to be moreengaged in the planning process letalone digitize the process it’s 2023 sonothing that we doum whether it be government services orotherwise should be in using paper justbecause you know it’s easily lost orum it doesn’t transfer or send asquickly from one stakeholder to the nextso great job to that teamum in terms of the TSA projects I meanthe process for screening passengers hasalways been long and difficult andparticularly for persons withdisabilities and other special needs soit’s really exciting to see theproposals um that would make it easierso hearing from Megan and her team onTSA caresum and creating some you know greaterAwareness on the umTSA cares access is fantastic and andreally putting the emphasis and the onuson the airline who already have all ofthis customer information and making itmore readily available and making surethat these services are actually takenadvantage of is amazing and then finallyto Joe and Audrey I I loved your tdrsum this self-selection you know processis one that is really going to savepeople time and that’s really what youfind with a number of uh technologicalproducts and services if technology isleveraged right it can not only save usa headache create a betterhuman-centered experience but also saveus lots of timeone other critical element of successum that I would like to touch on todayis technical Talentthe teams that you heard from today arecomprised of technical experts in theirrespective fieldswho know the work and who are willing tolend their services to make governmentservices better for everyone but findingthe right technical Talent is criticalto making Services betterum and we know that technologyprofessionals possess the skills andexpertise needed to design develop andmaintain digital solutions that thatincrease accessibility usability andefficiency for our servicesI as you heard in my bio I’ve done anumber of things with the federalgovernment spent 10 years with thefederal government and then moved intothe Private Industry where I’ve held uhyou know LED HR as well as diversityequity and inclusion initiativesbut one thing that I’ve made a part ofmy personal passion is to ensure that Ispread the word to private sectorprofessionals I’m perfect uhrespectively technology professionalsand ask them to consider governmentservicebecause bringing their their skills intothe government ecosystem will definitelyenhance it and will provide a greateropportunity for them to have a realimpact and make a differenceso what I will leave you all with todayis the charge to continue to look aroundat the different products and servicesthat are offered today and use yourskills and expertise to make them betterdon’t be afraid to speak up if you seesomething say something and if you saysomething offer a practical solutionthat will help us allthank you all so much and and I am proudof the work that has been done today andwhen open to any questions that you allmay havethank you so much Sharikaumwow you said a lot there and I am alsoso so so impressed with what theseleaders brought forth and theimagination and the technical expertisethat was displayed in these projectsum and I also appreciate your inspiringwordsumthe importance of tech in improvingPublic Services I’ve personally seen itI’ve in joining Tech Talent project I’veheard a lot about uh personal stories ofimpact andumI like what you said if tech isleveraged right and it can create abetter human-centered experience and itcan save us timeum I learned about the time tax conceptin the last few years and it’s reallyfascinating so yeah well you know Ithink the other thing Georgia you knowwhen I think about thisumux design is something that I think hasbeen overlooked for so long but as westart talking about diversity equity andinclusion and what that looks like it isa skill that will be sought after inyears to come in addition to of coursecyber security and data protection datamanagement and analytics but when Ithink about this I think I really wantfor people to to consider something newoftentimes when I’m coaching clients youknow people say well I’ve done this kindof work for the last 10 to 15 years andI think I want to try somethingdifferent I will tell you it’s never toolate to Pivot and the perfect place toPivot into is state federal or localgovernment we need your helpamazingum I love that call to action and I knowwe have just a minute or two left hereum could you share from your time ingovernment I mean you worked across acouple different agencies you worked atusdftop of your head just a couple projectsor human impacts that you made that youreally really excited you and kept youin public service well you you know whatum there were so many but I think I Ithink the one that I’ll draw on reallyquickly is uh what drew me to theConsumer Financial Protection Bureau sothe cfpb was started by the formerpresident Obama and Senator Warren atthe time to really protect the consumerfrom predatory lending practices thatmajor Banks wereum that actually led to the economicdownfall in the U.S but alsoum that really hit uh communities ofcolor and older Americans really reallyhard and I took that personally becausemy parents are immigrants to thiscountry from the West Indies and I sawfirsthand it take my mom until she was40 years old to actually buy her firsthome and that’s because when she arrivedin this countryum she wasum encouraged to get multiple creditcards despite having a low payingblue-collar job and so that type ofpredatory lendingum without the ability to repay thesehigh interest rates and fees makes itsuch that people can’t afford thelifestyle that they have and or it stopsthem from actuallyumachieving the American dream and soanyway I went to work for cfpb because Iwanted to make a difference and I wantedto be a part of that team that was goingto you know get Economist or have umright policies that will make companieslike Bank of America and JP Morgan andall these you know really really largeBanks accountable for these you knowexcessive overdraft fees or credit cardfees that were there and so while that’snot a specific instance I know firsthandthat the people that I helped recruit asthe Director of talent acquisition atthe time directly impacted the policiesand laws that were created that helpedolder Americans fight back and not getinto reverse mortgages and things likethat that you know companies were tryingto to to pray on them for so there aretons of stories that I could share but Iwill tell you at every turn specificallywith these four projects that we heardof today you not only see the impact youfeel the impact and I know the youth andthe disabled Americans that will benefitfrom these products will definitely feelthe impact tooabsolutelyum thank you so much Sharika again justa little round of applause and a roundof applause to the to every team and Iwill pass it back to mythank yougreat thank you so much Sharika Georgiaand to all of the teams for theirincredible work on these projects as Imentioned before the fact that they wereable to produce these ideas and do thisresearch during a part-time program injust a few weeks really gives us aglimpse uh into what’s possible when youpartner Civil Service Leaders with modelmodern technical experts to improvepublic policyum before we close out the event uh Iwanted to take a moment to make aspecial announcement in honor of one ofour former employees to Villa pitum for those of you who know the Hubwellum Sevillaum uh was the hub’s first employeethough she only spent 10 of her timewith the Hub she reviewed and helpedevery single fellow for our initialcohorts and made our events run smoothlyday in and day outum she’s so much more than that she wassuch an integral part of our team atAspen digital she managed all of ourcyber security events and programmingand handled numerous staff transitionsum it’s really hard to come Acro youknow come across how delightful of aperson Sevilla wasum for example she would constantlycheck in on folks unprompted to makesure they were doing okay and ask themif they needed any helpum she was just trying to do whatevershe could for people and she neverwanted any credit for it just to helpum we also learned about how much shewas passionate about being in WashingtonDC she was a native of California butreally wanted to shift her career hereand it had been a dream of hers for manyyears to come to DC before taking thisAspen jobum sadly two years ago Sevilla startedexperiencing some health symptoms andpassed away of pancreatic cancer inJanuary 2021. uh she’s left such a bighole on a teamum in honor of Sevilla The Hub andasking digital have established theSevilla pit Memorial Fellowship to honorher amazing Legacy so we award thisFellowship uh to every one member ofevery cohort who uh a either has apassion for climate and the environmentwhich is something that savola caredabout deeply or shared her interest inWashington DC and exemplified herselflessness and generosity and spiritso this personum we bring this person to Washington DCuh to have them meet with governmentleaders with Aspen staff and Tech Talentstaff and to gauge in their area ofpassion through meetings in DCso we are delighted to announce theSevilla pit Memorial fellow for thisclass todayum we asked this cohort of fellows fortheir nominations and one person stoodout to both us and uh to the fellowsthemselves so here’s what some of theother folks had to say about her thatthis person has been so amazing and sucha leader invaluable she’s been reallyhelpful with reaching out tostakeholders she continues to push usevery day she keeps the team movingforward and the project moving isscheduled and she’s such an Engagedcandidate so I’m thrilled to announce uhthe Sevilla pit Memorial fellow for thiscovert is Nanette Cutlass I know many ofyou didn’t get to hear her speak todaybut I can sort of attest that all all ofthe amazing things that our fellow saidabout her was true so I wanted tospecifically congratulate Nanette forbeing our civil pit fellow for thiscohortuh and before we close out for theafternoon I also want to take a momentto thank everyone who made this eventpossible this includes our incredibleTelly staffum Connie Moore who has been on the backend running everything during thiswebinar uh Kateri gadgetar Smith who hashelped push and polish these projects inthe last few weeks Emma culkins castMadison Betsy Cooper Andrea Andrew Lewisuh Grace McKinney and along with anyonewho mentored and supported the teams asthey conducted research on theirprojectsum I’d also like to specifically thankour keynote speaker Sharika ekbo and ofcourse the tele leaders themselves forall of the work that they’ve doneso this culminates our demo day for thiscohortum to learn more about these projectsand these team proposals we againencourage you to go toaspentepolicyhub.org thank you again forjoining usum for the stakeholders just a reminderthat we will be hopping into uh uh anadditional meeting after this so we willsee you in just a couple of minutes butum until then thank you again forjoining us and we hope to see you allsoon next time
The projects include proposals for the State of Oklahoma’s Human Services agency to improve services for those aging out of foster care and for the Department of Homeland Security’s TSA program to enhance traveler experience at checkpoints.
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