Speakers

Ms. Denise Kitts serves as the Executive Director of the Enterprise Measurement and Design Office for the Veterans Experience Office (VEO), which she rejoined in 2022 after helping establish VEO in 2015.

She is responsible for the Department of Veterans Affairs (VA) Qualitative and Quantitative Data Strategy and deploying VA’s Trust Survey along with dozens of operational and program level surveys. She is leading VEO efforts to deploy advance analytics to unlock and transform data into actionable insights to translate VA business data into decisions and actions. She is also leading VA’s human center design practice, leveraging best practices to conduct research with Veterans to understand pain points and unmet needs in the Veteran journey. The research insights are used to drive decisions and identify service redesign efforts to improve both the employee and Veteran experience.

Ms. Kitts was the Chief Data Technology Officer for the Chief Technology Office within the Office of Information and Technology prior to rejoining VEO. In that position, she successfully led development of the Department of Defense (DoD) VA Joint Data Analytics Strategy and Plan of Action, defined the first DoD VA strategic data analytics vision and strategy, and partnered with the VA Chief Data Office to define the first VA Data Analytics Strategy and Roadmap. She also led several different teams to define VA’s data analytics architecture, deploy modern cloud analytic infrastructure and tools, and build authoritative data products to support VA’s data analytic needs.

Ms. Kitts was formerly Executive Director of VEO’s Multi-Channel Technology directorate. In this role, Ms. Kitts led VA’s efforts to improve customer experience across all channels Veterans choose to engage with VA, ensuring those channels are convenient, easy to use, and provide personalized, proactive services.

As the branch chief for the Digital Services and Solutions Branch, I focus on developing and implementing secure and cost-effective IT solutions and processes to help improve and optimize IT operational efficiency, productivity, and alignment with NCI’s scientific and administrative needs. I oversee IT engineering service strategies, processes, continual evaluation and improvement, and manage system/infrastructure and software engineering service offerings to NCI staff. I also serve as the federal system owner for NCI’s ServiceNow platform and NCI’s Amazon Web Services (AWS) General Support System, as well as the process owner for Configuration Management and Knowledge Management in the IT service management lifecycle.

Thomas Frame is a Managing Director in KPMG’s Federal Technology Enablement Practice with over 12 years of experience in the public sector providing IT strategic services and large system implementations.  He currently leads the Federal Digital Lighthouse Service Network System Design and Integration (SD&I) community with a focus on custom application development, user experience design, quality assurance, and business analytic services. 

Thomas has experience leading and coordinating federal IT and business transformation engagements.  He has served as the project leader for a variety of large-scale system implementation projects in the public sector with responsibility for planning, estimation, budgeting, execution, and delivery. Thomas provides technology consulting services to improve operations and business processes for large U.S. federal government agencies.