Stephanie Dorfman is being recognized for transforming the customer experience for Wisconsin residents served by the DHS Division of Medicaid Services. Leading the Enrollment and Outreach (E&O) team, Steph champions a human-centered design approach to problem-solving, ensuring that customer needs shape project objectives and policy decisions. One significant initiative led by Steph addresses the outdated approach to collecting demographic details, particularly around gender identity. Through advocacy and research-driven insights from diverse customer voices, Steph's team initiated surveys and focus groups to redesign how gender and sex questions are framed, ensuring inclusivity and customer understanding.

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Steph's leadership has also driven innovation in communication channels. Recognizing the need to modernize outreach, especially post-pandemic, she successfully launched texting and email campaigns, replacing traditional paper mail. This shift not only enhances customer engagement but also ensures timely and accessible communication regarding benefits and applications. Additionally, Steph spearheaded a strategic overhaul of paper mail processes, resulting in simplified and more effective notices. These efforts have streamlined communication, reaching over 600,000 customers with modernized notices that improve clarity and user experience.

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Furthermore, Steph established the Member Incentives Workgroup, advocating for compensating customers for their time in providing feedback. This initiative fosters stronger community partnerships and enhances customer engagement by valuing their input in DHS decision-making processes.

The impact of Steph's initiatives is evident in the positive feedback from both customers and DHS staff. Modernized notices have reached a wide audience, enhancing customer satisfaction and operational efficiency. The adoption of digital communication channels has successfully engaged over 650,000 customers, empowering them with self-service options and timely information. The opt-out rate for these messages underscores high customer satisfaction with the new communication approach.

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Steph's dedication to improving the customer experience, despite organizational challenges, reflects her resilience and commitment to innovation. Her ability to bridge silos within DHS and collaborate effectively across teams has been instrumental in driving these transformative changes. Steph's leadership exemplifies a proactive approach to customer-centered service delivery, ensuring that Wisconsin residents receive equitable and empowering access to essential healthcare and support services.