Centers for Medicare & Medicaid Services 
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Value stream improvement in a government agency

Driving towards customer service excellence


Practitioner Presentation
Thursday, Nov. 7 Location Code
10:45am-11:45am Regency Ballroom B, West Tower, Ballroom Level ThS/44

A deep dive into the value stream improvement journey of a government agency’s customer request fulfillment process. Hear about problem solving using the 8-step/A-3 thinking method, value stream mapping and rapid kaizens.


The Centers for Medicare & Medicaid Services, CMS, is part of the Department of Health and Human Services (HHS).

Presenter: Stephanie Magill

Stephanie Magill serves as a senior lean consultant for the Centers for Medicare & Medicaid Services (CMS). She has facilitated multiple national improvement events impacting customer service, reducing administrative burden and improving employee satisfaction. She previously served as the public affairs officer for the Centers for Medicare & Medicaid Services, Seattle Regional Office for over seven years. Prior to joining the USPHS and CMS, she served as the public affairs officer for the Food and Drug Administration and as a president management fellow at the US Department of Agriculture, Food and Nutrition Service. She earned her masters of science in nutrition at the University of Utah and a bachelors of science in biology at Gonzaga University.