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EP 64: A Digital-First Future for Every American featuring Frank Bisignano on Modernizing SSA and IRS
Episode 64
Tuesday, 11 November, 2025
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS).Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how those experiences shaped his approach to public service. In his new dual roles at SSA and the IRS, he underscores his commitment to modernization, technology, and customer experience, focusing on how to effectively lead two of the largest organizations that touch nearly every American.Throughout the conversation, he discusses his management philosophy, the importance of technology as an enabler, and his dedication to employee growth and development. He also reflects on his recent letter marking the 90th anniversary of the SSA, highlighting the agency’s modernization priorities and renewed focus on serving the public.The discussion explores the Digital First agenda at SSA, which aims to enable 200 million Americans to transact digitally, while still ensuring that services remain accessible by phone and through field offices for those who need them.Tune in to hear more about:His perspective on the depth and diversity of SSA’s customersHow he measures success in modern government service deliveryKey improvements and successes already underway at SSAIt was an honor to speak with Commissioner Bisignano, stay tuned, he’s already requested a follow-up conversation in six months!Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form
