Angy Peterson is being honored in Category 1: Building a Customer Focused Culture for transforming how government agencies communicate with the people they serve. As Vice President of Experience Services at Granicus, she has helped federal and state agencies replace complex, high-volume communications with personalized, timely, and user-centered experiences. Her work has fostered a culture where clear, actionable communication is recognized as an essential part of delivering effective government services.
 

Partnering with agencies including the Department of Veterans Affairs and the Centers for Medicare & Medicaid Services, Angy redesigned customer journeys to make critical information easier to understand and act upon. She streamlined VA communications by reducing 54 transition messages to just nine personalized touchpoints for separating Service Members, connected 2.8 million Veterans with mental health and PTSD resources while reducing communication volume by 63%, expanded My HealtheVet outreach to more than 1 million subscribers, and supported rapid implementation of PACT Act communications. At CMS, she helped improve Affordable Care Act enrollment and Medicare decision-making through targeted outreach campaigns, audience segmentation, performance dashboards, and AI-powered tools that continuously optimize communications.

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The impact of Angy's leadership has been felt by millions of Americans navigating important life events. Veterans now receive coordinated guidance tailored to their benefits and next steps rather than overwhelming, fragmented messages, while families seeking healthcare and social services experience clearer communication and greater confidence in government programs. By reducing unnecessary communications, improving understanding, and enabling agencies to make data-driven improvements, Angy has demonstrated that thoughtful, customer-focused communication strengthens trust, empowers the public, and helps government deliver services with greater empathy and effectiveness.