December 2020- Ms. Lin-Freeman served as subject-matter expert for the DOES Customer Service Survey Project. This project was led by Innovation Horizons, a consulting firm based in Washington, D.C. The DC Department of Employment Services (DOES) selected Innovation Horizons to support the Office of Customer Experience (OCE) in designing data collection processes to inform internal and external stakeholders.
For this project, Ms. Lin-Freeman led the development of the framework used to draft over 20 questionnaires for programs across the agency and collaborated with the Innovation Horizons team to gather stakeholder inputs, make recommendations based on the needs identified, and draft standard operating procedures for data collection.
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