Rishi Vajpeyi is being honored in Category 1: Building a Customer Focused Culture for his decade long leadership in transforming how federal agencies use citizen feedback to improve public service delivery.

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Since 2014, Rishi has been at the forefront of experience management in government, helping agencies move from compliance driven surveys to citizen centered service delivery. Through his work at Qualtrics, he pioneered tools and strategies that enabled more than 270 federal agencies to capture real time input from the public and translate it into meaningful service improvements.

 

His impact can be seen across emergency response, military support, and public engagement. At FEMA, his initiatives improved communication and reduced response times by 40 percent during natural disasters, ensuring timely, life saving information reached the public. At the Department of Defense, feedback driven improvements boosted service effectiveness by 25 percent. At the Census Bureau, he helped establish new feedback loops that directly informed frontline operations.

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Beyond implementation, Rishi has influenced national policy. He played a critical role in shaping the Government Service Delivery Improvement Act, which made citizen feedback a formal requirement in federal service design and now affects how agencies serve more than 300 million Americans.

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Rishi also founded CXinService, a professional community and training series that empowers the next generation of public sector CX leaders. Through this and his leadership at major government experience conferences, he continues to drive cultural change across the federal landscape.

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His contributions have strengthened transparency, responsiveness, and public trust, helping to establish citizen experience as a cornerstone of government service.