Walking in our clients' shoes: how our field stories from working at health and human services agencies shape better solutions

As we gathered for our year-end team meeting, what started as a product roadmap discussion evolved into something far more meaningful. Our team of public service veterans shared powerful stories from their field experience, revealing how our collective journey shapes the technology solutions we build today.

Each story reminded me why I'm privileged to lead this extraordinary team. These aren't just technologists—they're former public servants who have walked in our clients' shoes and witnessed firsthand the challenges and triumphs of serving communities.

Witnessing firsthand the challenges and triumphs of serving communities

• Take Shalom Jacobs, our former Deputy Director of Child Welfare from Arizona. She shared a touching story about a family that initially seemed unreachable. Through years of persistence and compassion, she transformed a challenging relationship with an antagonistic father into one of trust and collaboration - at one point, even connecting the children of this family with her own children’s beloved pediatrician. 
• Laura Roth brought her experience as a California County Director in Child Support to the table. Her poignant story of helping a mother secure support for her children born into a same-sex relationship before same-sex marriage was legalized showcases how public servants often navigate uncharted waters to serve families.
• Diane Potts, former Deputy Attorney General for the State of Illinois, reminded us that sometimes justice means looking beyond case law and focusing on the parents impacted by the child support program. She shared how she was able to help a father living in poverty who was struggling with state-assigned arrears. Her commitment to finding solutions that truly benefit all parties exemplifies the nuanced thinking we need in our technology.
• David Kilgore's story from his time as a Child Support Director in California particularly resonated. After years of receiving angry correspondence, one persistent voice made him pause and listen deeper. That single phone call with a distressed father transformed his approach to leadership, reminding him that behind every case is a human story deserving attention.
• From Ohio, former CIO Stu Davis demonstrated how standing up for one's convictions – even when it means going against the grain – can build trust and influence. His pre-Thanksgiving testimony during a congressional hearing on a broadband case earned him the respect of senators and showed how integrity shapes leadership.
• Then there is Forrest Chang, our Salesforce architect from Montana, who told us tales of fending off mountain lions near his home. While that might seem far removed from technology architecture, his quick thinking and calm approach to challenging situations prove remarkably relevant when building robust health and human services solutions. After all, both scenarios require careful assessment, strategic thinking and decisive action.
• Finally, Roy Bowen, whose decades of technology architecture expertise began with an intriguing first interview. When asked to place himself on a personality spectrum between Einstein and Letterman, Roy's answer became part of his professional legend – one you'll have to ask him about when you meet him. His interviewer, who later became a mentor, used this creative approach to build diverse teams, a philosophy we proudly carry forward at CGI. It's a reminder that the best solutions come from teams with varied perspectives, personalities, and approaches.

As these stories unfolded, clear themes emerged:

• the power of building genuine relationships with citizens and colleagues, 
• the courage to stand up for what's right despite headwinds, 
• and our shared commitment to public service. 

While technology is the backbone of our solutions, these human experiences guide our development process. Our team brings diverse perspectives from across the country, each member having witnessed firsthand the challenges faced by agency workers and the citizens they serve. This practical experience informs every feature we build and every solution we design.

As we look to the future, I'm energized by how our team's rich background in public service strengthens our technology solutions. We're not just building software – we're creating tools that empower the next generation to better serve their communities.

Our mission with CGI Transcend^® isn't just about delivering technology – it's about understanding the human stories behind every use case and ensuring our solutions make a real difference in people's lives. With this remarkable team, I'm confident we'll continue to raise the bar in public sector technology solutions.

Let’s resolve to connect in 2025 to introduce you to this outstanding team.