Biography

Rosetta Carrington Lue is a government customer experience management thought leader and innovative pioneer.  

Based on her expertise, Rosetta was recruited and appointed as a 2015 White House Presidential Executive Fellow and U.S. Department of Veterans Affairs Senior Executive Service (SES).  She was responsible for leading the efforts to modernize and transform the VA enterprise contact centers to improve the Veterans’ experience targeting 1,800 contact centers, employing over 9,300 contact center personnel processing 140M annual calls from 9M Veterans.

Ms. Lue has been a key player in turning around the VA’s enterprise contact centers, particularly in using the human-centered design approach to improve the experience of the Veterans and Employees.

In 2016 Ms. Lue was appointed as the Responsible Officer to design and implement the first federal government 24/7 myVA311 contact center platform which successfully went live Veteran’s Day.

Simultaneously she oversaw the project team that developed a comprehensive plan to modernize the enterprise VA contact centers which, if fully implemented, would save VA over $2B over 5 years.

In 2017 Ms. Lue was charged with leading the VA project implementation team which, in 10-weeks, successfully launched the  President Trump’s 24/7 VA Hotline Contact Center Hotline on October 15, 2017.  The VA Hotline is the first 24/7 non-emergency, non clinical contact center at VA.

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”.