Mr. Swasey and the U.S. Treasury’s Bureau of the Fiscal Service Post Payment Division are being recognized in Category 1: Building a Customer Focused Culture for their outstanding efforts to enhance the customer experience in federal payments.

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In response to a surge in check fraud and a dramatic spike in call volume, at times reaching 2,000 calls per day with fewer than 22 percent answered, Mr. Swasey led a bold, multi pronged transformation to modernize operations, improve accessibility, and strengthen service delivery.

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Through a partnership with the Federal Reserve Bank of Dallas’s Electronic Payment Solution Center, he expanded staffing and boosted both efficiency and innovation. These changes drove a dramatic improvement in customer service: call answer rates increased from under 22 percent to more than 80 percent, peaking at 92.8 percent with almost no disconnects. Average wait times dropped from over 14 minutes to fewer than 10, while citizens experienced faster, more reliable support. At the same time, Mr. Swasey advanced Treasury’s long term goal of reducing fraud and increasing adoption of electronic payments by promoting the shift from paper checks to safer, faster EFT options.

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By combining strategic partnerships, operational excellence, and a citizen first mindset, Mr. Swasey and his team have significantly improved the speed, security, and responsiveness of payment support for millions of Americans.