Transforming the Department of Defence with Savan Kong.

Today my guest is Savan Kong. Savan has a unique resume and set of experiences. He was most recently the first ever Customer Experience Officer for the United States Department of Defense. One of the largest organizations of any kind in the world.
When the CIO of the DOD tapped Savan to pioneer the new CXO role, Savan brought a design mindset to the job in every way. And in this episode, he's going to share his mindset and models for how to introduce design infrastructure into an organization as complex as the US DOD. I think you'll like his approach, and in the show notes, we'll be sure to spell out the model he lays out in the episode in great detail. Here's my conversation with Savan.
---

Guest information:
Savan Kong LinkedIn
---

Savan's Model
Savan highlighted that design is an intentional act of problem-solving. He applied these principles to explore how the CXO office within the Department of Defense could leverage policy and strategy to enhance customer experience.

While establishing the CXO office, Savan applied four key strategies in his model. Including specific steps in creating design infrastructure that embraces the problem solving nature of design thinking into the CXO infrastructure.

1. Building Alliances: Identify key individuals to understand the organization and advance the CXO agenda.
2. Identifying Leverage Points: Understand the organization's priorities, learn its culture, and identify key levers for initiative momentum.
3. Defining Measurable Outcomes: Establish IT governance, update strategy for investment guidance, implement performance management (including OKRs), create a consistent intake structure for customer feedback, and build a user experience foundation.
4. Developing a Robust Design Infrastructure: Ensure the infrastructure is
   1. authoritative (vetted, signed off, and documented),
   2. sustained (funded, adopted, and continuously improved), and
   3. scaled (impacts many, is agnostic, and normalizes expectations).

Recorded in May, 2025

This is a show about the people that make digital public service work. If you'd like to find out more, visit northern.co/311-podcast/

We're going to keep having conversations like this. If you've got ideas of guests we should speak to, send us an email to [email protected].

Northern LinkedIn