Meet Rosetta Lue, GovCX Pioneer

Rosetta is a highly sought after government customer experience thought leader and has held several prestigious positions including a 2015 White House Presidential Executive Fellow, former federal Senior Executive Service (SES) Senior Contact Center Advisor for the Veterans Administration Chief Veteran Experience Officer, and Chief Customer Officer & Deputy Managing Assistant for the City of Philadelphia. 

She is a government customer experience management thought leader and 3-1-1 innovation pioneer who specializes in influences government leaders with building welcoming and engaging customer-centered organizations.  

Passionate is too grave an understatement when describing someone like Rosetta Carrington Lue. Her impressive background and many accomplishments are shadowed only by the infinite determination and caring spirit she brings to every task she endeavors.

She is a pioneer in the field of Government Customer Experience Management and has devoted an entire career to bettering the lives of everyone around her through her work. Rosetta is right at home in her current position as CEO of Lue & Associates Consulting Group where she is able to spend all her time focusing on establishing welcoming, innovative, and engaging government customer service experiences. Using her extensive knowledge and resources, she is able to cultivate meaningful interactions through the creation, implementation, and maintenance of methods that ensure a mutually beneficial experience for all. Her unmatched energy, boundless motivation, and desire to serve are present the moment you meet her and you know that when Rosetta is involved, the outcome will be spectacular.

Prior to her current position, she served as a Senior Advisor to the Veterans Administration. During this time, she was assigned to the U.S. Department of Veterans Affairs Senior Executive Service (SES) and was responsible for leading the efforts to modernize and transform the VA enterprise contact centers, including launching the President’s 24/7 White House Veterans Hotline, and designed the first centralized myVA centralized hotline in order to improve the Veterans’ experience. Her incredible work with the operation targeted 1,800 contact centers and processed 140 million annual calls from 9 million Veterans.

Before her role at VA, Ms. Lue was the City of Philadelphia’s first Chief Customer Service Officer and was appointed by Mayor Michael A. Nutter to lead the launch of the Philly311 contact center. Under her leadership, Philly311 was named a finalist for the prestigious 2015 United Nations Public Service Award – “Innovating Public Service Delivery” international award.

Ms. Lue is a founding member of the national 311 Executive Council and Co-chair GSA government wide Contact Center Council (G3C). She has been cited in numerous publications, including Customer Experience 3.0 and Future of Digital Services – 5 Trends Transforming Government.

Ms. Lue also co-authored a book titled “Creating a Welcoming and Connected City: The Philadelphia Story”.

In addition to her extraordinary work with American veterans, Rosetta also makes the time to help in every way she can for several other causes, including women’s health and education. She currently serves as a national spokesperson for the Go Red for Women American Heart Association program.