2019 Winner Profile


Project Description:
After four decades of providing customer service in person and by phone, ICMA-RC needed to radically revamp its technology foundation to provide the digital services that today's consumers have come to expect from their financial services providers. Public sector employees can now use their tool of choice — phone, tablet, desktop — to view their account information, complete transactions, and access planning tools. Facial and touch recognition are also part of the mix. To do this, ICMA-RC made its largest-ever investment in technology during the project's four-year period. This included spending for process management such as DevSecOps, lean IT, agile development, and other technology transformation projects, as well as investing in employees' skill sets. Since introducing the new tools, the participant savings rate has increased by 46%.
Business Goal:
Customer Experience
Karla Gill
Robert Schultze
Washington, DC
Financial services
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