NASCA Press Release: State of Washington Announced as 2025 Innovation in State Government: Customer Service and Experience Award Recipient
For Immediate Release
October 27, 2025
Contact: Elizabeth Whitehouse, Executive Director, executivedirector@nasca.org
NASCA Press Release: State of Washington Announced as 2025 Innovation in State Government: Customer Service and Experience Award Recipient
Olympia, WA — The National Association of State Chief Administrators is proud to announce the State of Washington as a recipient of the NASCA 2025 Innovation in State Government Award in the Customer Service and Experience category for its project, Department of Enterprise Services Fleet Operations.
The Innovation in State Government Awards recognize state administration department programs, projects, and initiatives that exemplify leading practices in the industry. The Customer Service and Experience category honors initiatives that improve how citizens, employees, and stakeholders interact with state government by creating accessible and responsive services.
The Washington Department of Enterprise Services (DES) Fleet Operations initiative transformed how DES serves the more than 65 state agencies, boards, and institutions of higher education that rely on its vehicle services. The initiative focused on removing barriers for electric vehicle drivers and simplifying day-to-day use of fleet vehicles by streamlining payments, clarifying processes, and improving data visibility.
Led by Deputy Assistant Director of the DES Business Resources Division, Courtney Speer, the first-of-its kind national program now lets state employees use a single RFID card and/or Mastercard for electric vehicle charging across networks. The new system also expands access to marine and vessel fueling and gathers data on fuel vendors identified as minority, women, and veteran-owned businesses, strengthening opportunities for inclusion. Since July 2023, Washington’s cabinet agency light-duty passenger fleet has grown from 10% battery electric to 17% as of August 2025 — a 70% increase in just two years.
Upon nominating the project, the DES highlighted Deputy Assistant Director Speer’s dedication to improving the state’s fleet program through collaboration and innovation.
“The success of this project stems from Courtney’s efforts to collaborate with stakeholders, listen to and understand their pain points and her determination and commitment to improve the driver experience. Courtney worked with the state's contracted fuel card vendor to identify payment gaps and develop a sustainable solution. This advocacy led to the creation of a more inclusive, efficient process for state EV drivers.”
The DES continued, “Courtney’s initiative exemplifies how thoughtful innovation, grounded in collaboration and strategic planning, can overcome systemic barriers and create lasting change. Her work not only advances Washington’s sustainability goals—it elevates the entire field of government fleet management.”
The Department of Enterprise Services Fleet Operations project demonstrates how customer-centric changes, from simplifying payment to ensuring equitable vendor access, improve experiences for the state employees who keep vital services running. The initiative reflects the transformative and people-centered approach celebrated by the NASCA Innovation in State Government: Customer Service and Experience Award.
Founded in 1976, NASCA is the nation’s only nonpartisan, nonprofit organization serving chief administrative officers or CAOs. NASCA provides a forum for state chief administrative officers to exchange information and learn new ideas from each other and private sector partners. NASCA engages states in transforming government operations through shared knowledge, operational excellence, and thought leadership.
For more information on NASCA, please visit NASCA.org.
