Projects

I am responsible for building and managing the Consumer Financial Protection Bureau’s Knowledge Management Program for its contact center. Since 2017, agents have viewed our inventory of 1795 articles over 10 million times. Agents use this resource to process consumer complaints and respond to consumer callers. The knowledge base puts up-to-date information about inquiries for financial services, consumer protection, and bureau procedures just a phone call away. 

Interactions on DHS.gov became faster, more convenient, and easier to navigate, thanks to a new content strategy and site redesign I championed. Plus, you no longer need to know the organizational structure or the mission areas of DHS to find what you are looking for. The site was recognized as one of the top two best websites in the federal government the year it was launched. Learn more…

In the wake of the Deepwater Horizon-BP Oil Spill, our team launched an ambitious new interagency portal in a blazing 33 days. We migrated 1300 web assets and decommissioned the business-controlled site to make way for a website operated by the U.S government. The interagency team I led coordinated publishing across six organizations, with 36 trained publishers, paving the way for a new incident communications policy at DHS.  Learn more…

The Internal Auditing Division hired me to conduct a first-of-its-kind management review of all public-facing websites for worldbank.org and ifc.org. Our comprehensive methodology evaluated the effectiveness of the organization’s website management. The audit brief became a strategic roadmap for a multi-year program to address deficiencies and establish a new governance structure. Learn more…

A focus on a unified look and feel, along with improved usability, contributed to a measurable increase in visitor engagement for a vibrant county library system website. The Cumberland County, Pennsylvania, website project was recognized as an “exemplary project” by the State Library Association after the launch. See a quick link to the case study here.

Find quick links to case studies about my experience as an expert panelist with the Congress Online Project, and my work later helping craft standards for Congressional Websites on contract with the House Administration Committee.

Quick links to case studies surrounding work on the USAF Intranet, called the AF Portal. Explore the digital strategy behind revamping this platform, which served 700,000 airmen and their families. Learn about the marketing effort to forge adoption leveraging a centralized message and products with a decentralized distribution system to reach a worldwide audience.

When I was appointed as Director of Consumer Information at the Department of Energy, my mission was to improve consumer outreach. There, I recharged consumer outreach via the website and clearinghouses. After its launch, the website was recognized as a “Best Feds on the Web” by Government Executive Magazine. Following a management review, a new 1-800-DIAL-DOE unified hotline was introduced, allowing consumers to access valuable information more easily. Learn more here.