WashingtonExec’s Amanda Ziadeh sits down with Steven Sousa, senior vice president of the Health & Social Services Practice at CGI Federal, to discuss the importance of the customer experience at health care and social services federal agencies. Sousa has 20 years’ experience modernizing the nation’s health care systems, and has deployed systems at a wide range of federal agencies, including the Department of Health and Human Services and the Social Security Administration. Here, he shares the many potential touch points the average American encounters with federal agencies, recommendations for enhancing health care system customer experience, projects already at play and more.