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Summary

Rajiv Uppal explains his vision for a frictionless customer experience at OIT

Title card for OIT All Staff Meeting in September 2022

Articles

VIDEO: What Do We Mean By "Frictionless?"

Published Monday, February 6, 2023

Read Time: 1 minute

Title card for OIT 9/2022 All Staff OIT Modernization with Rajiv Uppal

One of the guiding principles of the new OIT Strategy unveiled at January’s All Staff meeting is delivering a “frictionless” customer experience to improve mission delivery.

Creating such an experience involves becoming a partner of choice to customers, breaking down silos that impede customer relations, and increasing business engagement to provide the best possible experience.

If you’re wondering what a frictionless business model looks like, a good place to start is this September 2022 presentation on OIT Modernization from CMS OIT Director and CIO Rajiv Uppal.

Click here to watch the video.