Skip to main content

Biographies for OCSIT Leadership Team

Phaedra Chrousos Kathy P. Conrad Martha A. Dorris Marion A. Royal
Gwynne Kostin Aaron Snow Sarah Crane

Phaedra Chrousos, Associate Administrator for Office of Citizen Services and Innovative Technologies Phaedra S. Chrousos
Associate Administrator
Office of Citizen Services and Innovative Technologies/18F
U.S. General Services Administration

Phaedra Chrousos serves as the Associate Administrator for OCSIT/18F at the U.S. General Services Administration (GSA). She leads a digital team that is building effective, user-centric digital services focused on the interaction between government and the people and businesses it serves. Phaedra also serves as GSA's Chief Customer Officer. As the first CCO in the federal government, Phaedra leads a pilot customer experience team with an end goal of scaling customer experience services across government via OCSIT/18F.

Prior to joining GSA, Phaedra co-founded and led Daily Secret as its COO. In this role, Phaedra helped turn what was originally designed as a positive energy project into a fast growing digital media brand for premium audiences around the world. Employing a hub-and-spoke operating model, Phaedra led the launch of 37 Daily Secret editions in 21 countries and 12 languages over the course of three years. Headquartered in New York, NY and Athens, Greece, Daily Secret is backed by leading media and technology VCs.

Prior to Daily Secret, Phaedra ideated, co-founded and lead HealthLeap, a Health 2.0 company based in New York, NY that improved access to healthcare by offering real-time appointment scheduling between patients and doctors. HealthLeap was sold to a strategic partner, MDxMedical, less than 10 months after launch. Phaedra spent one year as a Vice President of MDxMedical, ensuring the successful transition of HealthLeap post-acquisition. She also has several years of consulting experience, most notably at The Boston Consulting Group in New York, NY and London, UK and The World Bank Group in Washington, DC.

Phaedra holds a BA from Georgetown University, a MSC with Distinction from The London School of Economics, and a MBA with Honors from Columbia University Business School. She is an Endeavor Entrepreneur, a judge for the annual $2.5M Hellenic Entrepreneurship Award, and was recently named one of Greece's '40 under 40' by Fortune Magazine.

Kathy Conrad, Principal Deputy Associate Administrator for Office of Citizen Services and Innovative Technologies Kathy P. Conrad
Principal Deputy Associate Administrator
Office of Citizen Services and Innovative Technologies/18F
U.S. General Services Administration

Kathy Conrad was appointed Principal Deputy Associate Administrator for OCSIT in May 2011 and served as Acting Associate Administrator for OCSIT/18F from June, 2014 to January, 2015. She is a leading champion of open, digital government and manages OCSIT’s suite of programs and services that are enhancing citizen interaction and experience with government, while driving innovation and increasing efficiency and operational effectiveness across government.

Ms. Conrad is the primary advisor to the OCSIT/18F Associate Administrator. She oversees OCSIT operations, policy development, and stakeholder outreach. Ms. Conrad provides executive leadership in the development and implementation of government-wide shared solutions and services that give the public access to and use of government information and services anytime, anywhere, on any device, as called for in the White House Digital Government Strategy. OCSIT runs, the official website of the federal government;, the flagship Open Government program that enables access to and fuels use of the government’s open data;, a crowdsourcing platform for challenge and prize competitions that won the Harvard Innovation in American Government award in 2014; and FedRAMP (the Federal Risk and Authorization Management Program), which is significantly accelerating adoption of secure cloud computing.

Ms. Conrad is a proven leader, problem-solver, and strategic advisor with over thirty years of experience in government technology programs and policies. Prior to joining GSA, she was Senior Vice President with Jefferson Consulting Group, a leading business and government consulting firm, where she was responsible for leading the firm’s strategic direction and client engagements. She served as a trusted advisor to corporate leaders of major technology firms on all aspects of government business, and worked closely with government technology executives to ensure alignment with government priorities and policy objectives. Previously, she managed federal marketing and assistive technology consulting for Praxis, Inc. and served as an issues analyst and speechwriter for the National Science Foundation.

She served as Industry Chair of the ACT-IAC Executive Leadership Conference (ELC) in 2010, and currently serves on the ACT-IAC Innovator Circle. She was recognized for her leadership with Federal 100 awards in 2011 and 2013. Ms. Conrad has a B.A. from Wesleyan University in Biology-Psychology. She lives in Alexandria, VA with her husband, and has two grown daughters.

Martha Dorris, Deputy Associate Administrator for Office of Citizen Services and Innovative Technologies Martha A. Dorris
Deputy Associate Administrator
Office of Innovative Technologies
Office of Citizen Services and Innovative Technologies/18F
U.S. General Services Administration

Ms. Martha Dorris is the Deputy Associate Administrator in the U.S. General Services Administration's, Office of Citizen Services and Innovative Technologies/18F. OCSIT is leading the development and implementation of major government-wide solutions that are driving innovation across government, improving customer experience and achieving cost efficiencies government-wide. With over 30 years of experience, Martha has provided leadership in policy, acquisition and citizen services at GSA. She has driven the Office of Citizen Services to deliver products of high value and impact while leveraging the full capabilities of a creative and passionate team. Currently, Ms. Dorris is providing executive leadership to efforts within OCS, including the creation of products and services that enable the Federal government to be open, transparent and support the Digital Government Strategy as well as the integrated delivery of information and services to the public through Ms. Dorris is passionate about driving the government to provide an excellent experience to the public.

As the DAA for the Office of Citizen Services, Ms. Dorris has created an integrated delivery of government information to citizens, businesses and government in English and Spanish via the Internet, phone or in print. Internet delivery is provided through, and as well as many social media channels, telephone at 1-800-FED INFO or through the Pueblo publications center. In 2012, OCS engaged with the public almost 540 million times. Through the delivery of government-wide shared solutions, OCS has enabled Federal agencies to improve citizen engagement and infuse innovative solutions into their programs by using techniques such as prizes and challenges. Ms. Dorris has driven the creation and implementation of USA Search which is a commercial grade search engine that provides relevant and fast search results. Used by over 1500 government websites free of charge, USA Search has saved agencies millions of dollars while improving their customers’ experience.

Ms. Dorris has been active in the IT community for decades. She has been recognized for her hard work, dedication and leadership in numerous ways. She was a Fed 100 award winner in 2004, 2006, 2008 and 2011. She has been active with the International Council for Information Technology in Government Administration (ICA) for over 15 years and was named a Distinguished Service Award winner in 2005. In addition, OCS was recognized in 2007 with the President's Quality Award for Management Excellence for USA Services. She was the President of the American Council for Technology (ACT) from June 2007 to June 2009. Martha was also recognized by AFFIRM with the 2008 Service to the Citizen Award and was recently named the Civilian Agency IT Executive of the Year by Government Computer News for 2009.

Marion Royal, Acting Deputy Associate Administrator Marion A. Royal
Director of Government Soutions
Office of Citizen Services and Innovative Technologies/18F
U.S. General Services Administration

Marion A. Royal is the Director of Government Solutions at General Services Administration with the Office of Innovative Technologies at GSA, part of the Office of Citizen Services and Innovative Technologies (OCSIT)/18F.

Prior to this assignment, Marion served as the Director of the program for five years from it's inception in May, 2009 until September, 2014.

The Government Solutions Division comprises a portfolio of programs with a mission of providing technology solutions to GSA and other federal agencies
Currently this portfolio includes:

  • – Catalog of Datasets across the government; 
  • FedRAMP - Federal Risk and Authorization Management Program; 
  • - Federal Cloud Credential Provisioning;
  • – Croudsourcing for innovation; and
  • eCPIC - Electronic Capital Planning and Investment Control. 

Marion has actively participated with the Office of Management and Budget and the Executive Office of the President to create and implement policy on transparency, open data and open government.

In 2014, Marion received the GSA Administrator award for Meritorious Service in recognition of his sustained contributions to GSA and Public Service.

Mr. Royal serves as a nationally recognized Agency spokesperson on a diverse range of issues related to Electronic Government with specific emphasis on Open Government, Open Data, Enterprise Architecture, Data Interoperability, Collaboration and Security.

Marion also serves as the North American representative on the Open Data Steering Committee, part of the Open Government Partnership which includes 65 international countries.

Marion has worked on a number of government-wide projects during his twenty-three year tenure at General Services Administration. Working with Federal Agencies, commercial partners, and industry forums, he has served as a catalyst to advance Open and Transparent Government, Government-wide Collaboration, Electronic Messaging, Electronic Directories (X.500), Public Key Infrastructures, Information Management and XML. He served as the U.S. Head of Delegation to UN/CEFACT, an International Standards Organization for the United Nations and co-chaired the Data Harmonization Working Group. During the maturity of XML, he led the government-wide XML Working Group and contributed to the OASIS Universal Business Language (UBL).

On Enterprise Architecture, he has served as the Chief Architect for the Financial Management Line of Business and the Chief Architect for the Quicksilver task force in 2001 which launched 26 significant e-gov initiatives.

Gwynne_Kostin Gwynne Kostin
Director of the Digital Services Innovation Center 
Office of Citizen Services & Innovative Technologies/18F
U.S. General Services Administration 

Gwynne Kostin is Director of the Center for Excellence in Digital Government and the Digital Services Innovation Center in the Office of Citizen Services & Innovative Technologies at the U.S. General Services Administration. She is leading cross-agency efforts to use the power of today's technologies to provide government information and services to the public anytime, anywhere and on any device.

Convening innovators across government and fashioning new approaches to making government work for the public, she has led research, strategy and programs around digital government, citizen engagement and service delivery. Her portfolio includes the government-wide Digital Analytics Program, social media, mobile, digital user experience, analytics and content management. She has successfully delivered White House e-government projects supporting digital strategy including common inter-agency content management platform, the Mobile Application Development Program and agency support for digital governance models and API development.

As Director of New Media for the U.S. Department of Homeland Security, she drove the use of new technologies to solve business problems creating the department's first social media strategy, developing a cross-agency web communications model for disaster response, and leading new media communications and strategy for the department's 22 agencies.

Prior to joining public service, she spent ten years in new technologies, including founding a successful Internet start–up in an association and leading strategic Web communications in health care and education. She enjoys talking to interesting people and figuring out how things work.

Aaron Snow headshot Aaron Snow
Acting Executive Director of 18F 
Office of Citizen Services and Innovative Technologies/18F
U.S. General Services Administration

Aaron Snow is the acting Executive Director and a co-founder of 18F. He was a Presidential Innovation Fellow in 2013. Previously, Aaron co-founded Daring Software. Prior to that, he was Web Development Manager for Birthday in a Box; a program manager for Microsoft; a computer science instructor for the University of Washington Extension School; a Federal law clerk; a litigation attorney for Boies, Schiller & Flexner LLP; and a manager and senior advisor for voter protection teams on two presidential campaigns.

Sarah Crane, Acting Director of the Federal Citizen Information Center Sarah Crane
Acting Director of the Federal Citizen Information Center 
GSA Office of Citizen Services and Innovative Technologies
U.S. General Services Administration

Sarah Crane is the Acting Director of the Federal Citizen Information Center, in GSA’s Office of Citizen Services and Innovative Technologies.

Sarah currently leads the Federal Citizen Information Center in its mission to revolutionize the way the public thinks about government information and services. Through its flagship websites,, and, it’s world-class contact center, and its print publication operations, FCIC garners over 250 million direct citizen interactions every year.

Previously Sarah served as Director of,, and, managing a diverse team of developers, writers, editors, designers, accessibility specialists, and project managers. Under her leadership, was recognized nationally and internationally for its work in responsive design, user experience, and accessibility.

Ms. Crane joined the government in 2001 as a Presidential Management Fellow and has previously served in the White House Office of New Media, where she was an information specialist, and the Department of Transportation Speechwriting Department, where she wrote speeches for Secretary Norm Mineta. Sarah is an active member of the Federal Web Managers Council, the American Forensics Association, DC Web Women, and the Usability Professionals Association.


Office of Citizen Services and Innovative Technologies

Bios,Kathy Conrad,OCSIT, Dorris,marion,Gwynne Kostin,sarah,godbout