The Prescott, Arizona District of the Social Security Administration is being recognized for its exceptional leadership in building a culture that puts customers at the heart of public service. As a winner in the Category 1: Building a Customer-Focused Culture, the Prescott team, under the direction of District Manager Michelle Felicetta, has redefined what it means to deliver people-first government services. Through mission-driven leadership, data-informed practices, and deep employee engagement, the district has created an environment where transparency, empathy, and operational excellence come together to improve the lives of those they serve.

​

Michelle Felicetta has instilled a strong sense of purpose in her team, encouraging them to do the “hard, right thing” rather than what’s easiest. A prime example is the district’s proactive approach to ensuring citizens receive the full range of benefits they’re eligible for, such as identifying when SSI Aged applicants also qualify for Medicare and Medicaid, and setting up follow-ups to secure those entitlements.

​

The district has also implemented innovative workload management strategies like “WACtions,” which help staff prioritize tasks, reduce burnout, and dramatically improve performance. In fact, Prescott now leads the Southwest Area in both call volume handled and claims processed per employee.

​

Open communication is a hallmark of this culture. Weekly all-staff meetings foster two-way dialogue, celebrate wins, and use Voice of the Customer (VoC) data to drive continuous improvement. The district’s VoC scores are 6% higher than the national average, reflecting its deep commitment to listening to and acting on citizen feedback.

​

The district has transformed localized management into a standardized, team-based approach, enabling employees across multiple offices to share workload, improve scheduling, and resolve cases more efficiently. The launch of the iClaims unit has further improved digital service delivery, processing over 600 online claims in just 30 days and reducing pending cases by 64%.

Prescott is also widely recognized across the state and beyond as a “go-to” problem solver. Congressional offices, investigative agencies, and safety net programs regularly turn to this team for their attention to detail and results-driven service.

​

With a foundation built on strong leadership, employee empowerment, and a relentless focus on the citizen experience, the Prescott District is setting the standard for what a customer-focused culture in government truly looks like.