Why We Serve: Glorimar Ripoll Balet
In this series you’ll hear stories from USDSers and learn why they decided to join, why they stay, and how their work is making an impact for all Americans.
Glorimar (Glori) Ripoll Balet (she/her/ella), Product Manager @ USDS HQ. Born, raised, and living in Puerto Rico.
Before joining USDS I was the first Executive Director of the Puerto Rico Innovation and Technology Service (PRITS) and Chief Innovation and Information Officer for the Government of Puerto Rico. Prior to that, I had several roles in the private sector, including the banking and technology industries.
In terms of my education, I studied at the Massachusetts Institute of Technology (MIT) where I obtained a Bachelor of Science degree in Management Science with a Minor in Economics and concentrations in Information Technologies and Marketing Research, and a Master of Engineering degree.
What inspired you to join USDS?
My experience as a government leader in Puerto Rico led me to discover an immense personal passion for improving citizen services which served as the inspiration to continue transforming digital services for citizens around the nation at USDS.
While supporting the management and recovery of various crises and disasters, I had the responsibility to lead all aspects of the establishment of PRITS, a new government agency created by statutory law. Among its ample faculties and duties, PRITS is in charge of managing interagency collaboration efforts to deliver integrated and innovative citizen services.
In record time, I led PRITS to deliver impactful results to citizens by successfully overcoming complex roadblocks, some which were magnified by the uncertain environment we were experiencing in Puerto Rico. From my first day as PRITS’ Executive Director, I set the goal of transforming the driver license renewal experience. If I was to show citizens what service innovation looked like, this service was “the one.” It had been one of those traditionally painful processes that, for years, caused frustration to Puerto Ricans. Some seriously doubted we could pull it off.
The PRITS team reimagined the experience around this service and launched the driver license online renewal, among other services, through a mobile app called CESCO Digital. Citizens were pleasantly surprised when PRITS delivered a legally valid digital version of the driver license to all citizens in Puerto Rico through the app. This is a great example of an innovative service that adds value to citizens who have embraced digital and mobile solutions. In a short timeframe, CESCO Digital has benefited more than 1.1M citizens, which represent around 50% of eligible citizens.
I feel a humble sense of accomplishment in these results and in the opened path for further and accelerated government innovations in Puerto Rico.
How does your work or the work of USDS make an impact?
As a Product Manager at USDS, I am driving the modernization of critical public-facing services that will impact the American people.
Like most Americans, I have experienced fragmented, ineffective, and outdated government services that are disconnected from our needs and realities. During my years at the state-level government, I genuinely desired to comprehend why this happens and carefully observed how government works. Some reasons include misaligned priorities, lack of understanding on service design, and poor execution capability.
I have listened to or been part of many big ideas discussions on how to change the world and I love those. It serves as inspiration and you can sense the authentic hope of people for a better future. Execution, however, is crucial. Otherwise, it becomes a bunch of dreams and good intentions with no impact, and the world is full of that. The tough part is taking those ideas and making it happen. As a leader, I focus on optimizing for execution and results.
The American people are the north star and at the center of what we do at USDS. I am continuously pushing to overcome complexities and barriers to deliver modern, relevant, simple, seamless, and intuitive digital services that work.
Additionally, I am also hopeful to impact work around equity, diversity, and inclusion of underrepresented groups to make digital services more accessible, among other relevant topics.
What do you want to do after USDS?
I just started, but when the time comes, I would like to continue being where I can impact people’s lives and lead meaningful change for the advancement of humanity.
What is your current state of mind?
Centered, grateful, happy, flowing, at peace and enjoying the present moment.
What is the quality you most like in a person?
Authenticity.
Which words or phrases do you most overuse?
“This is not rocket science.” It hardly ever is, but people who love the status quo will make you think it is so that nothing changes! Don’t be discouraged or fooled — and if we ever need a rocket scientist, we will find one.
“This is world-class!” Some people who know me well will laugh when they read this one, but yes, I truly think we are all capable of doing amazing, world-class type of things to make a better world.
The best of technology.
The best of government.
And we want you.
We’re looking for the most tenacious designers, software engineers, product managers, and more, who are committed to untangling, rewiring and redesigning critical government services. You’ll join a team of the most talented technologists from across the private sector and government.
If you have questions regarding employment with the U.S. Digital Service, please contact us at usds@omb.eop.gov or visit our Hiring FAQ.
