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CBP’s Approach to Better Government Services

Thu, 10/01/2026

Federal agencies are rethinking how they deliver services to create more efficient, intuitive and responsive experiences for both the public and the workforce. New mandates, including the Government Service Delivery Improvement Act, are adding momentum to efforts that put customer experience and human-centered design at the center of modernization.

Leaders from Customs and Border Protection (CBP) and Maximus discuss how agencies can translate these priorities into meaningful change. They explore how CBP is structuring its customer experience efforts, empowering grassroots innovation and using technology to improve employee- and customer-facing services.

Learn more about:

How the Government Service Delivery Improvement Act is shaping agency approaches to customer experience and modernization. Timestamp 1:30.
How human-centered design and grassroots innovation can improve services for both government employees and the public. Timestamp 17:30.
How agencies can measure the impact of service delivery initiatives and identify practical first steps for modernization. Timestamp 26:05.

Viewers may receive 1 continuing professional education (CPE) credit. For more information, please click here.

Featuring

James McCament Chief Digital Transformation Officer, CBP
James McCament
- Chief Digital Transformation Officer
- CBP
James McCament is the Chief Digital Transformation Officer at the CBP.
Janet Pence Experience Division Director, CBP
Janet Pence
- Experience Division Director
- CBP
Janet Pence is the Experience Division Director at the CBP.
Edwin Bodensiek Senior Director of CX, Maximus
Edwin Bodensiek
- Senior Director of CX
- Maximus
In his role as Senior Director at Maximus, Edwin Bodensiek blends his background as an operations executive, chief experience officer, and solutions strategist to integrate best-in-class technology and service delivery. Edwin’s background includes founding and serving as CEO of ActionLogics AI, working as a solutions principal for Medallia’s public sector team, leading both brand and patient experience for a Fortune 500 (Select Medical), and developing the first client experience model for a top 200 law firm in the United States. Edwin has also served as director of communications for the U.S. Treasury Department, head of recruiting and strategic communications for the State Department’s U.S. Fulbright Scholar Program, and as a communications leader at Johns Hopkins Medicine, where he specialized in bioethics.