Agenda
Times are subject to change.
11:00 AM EDT
Thursday, April 07
Opening Remarks
Event Host: Helen Dubas, Publisher, Government Executive
11:04 AM EDT
Thursday, April 07
The Culture of Citizen Services
Editorial Panelist: Michele Bartram, Chief Experience Officer, United States Census Bureau
Editorial Moderator: Frank Konkel, Executive Editor, Nextgov
In this session Nextgov meets with Citizen Experience Experts across government for a discussion on their role, responsibilities, and how the latest developments and executive action around service modernization have impacted their work.
On Demand
11:41 AM EDT
Thursday, April 07
How To Transform The Digital Government Customer Experience
Underwriter Speaker: Jacob White, Digital Strategist, Digital Performance Strategy, Adobe
Underwritten by: Adobe
The president's customer experience executive order makes clear that putting the citizen first must be more than an ideal. Creating personalized and equitable experiences for a diverse public requires continuous and concrete actions, including understanding who is and isn't being served; meeting citizens where they are; and closing the gaps using a human-centered approach, the right tools and metrics. In this presentation, Adobe’s professional services organization will share the methodologies and strategies that we have applied with our own customers to help them successfully reframe their online experiences, and digitally transform services in order to re-secure citizen trust and support the needs of recent guidance (or the new normal).
On Demand
11:58 AM EDT
Thursday, April 07
Court is Now in (Virtual) Session: How Courts Across the Country Have Completely Changed the Legal Experience
Editorial Speaker: Qudsiya Naqui, Officer, Civil Legal System Modernization Project, Pew Charitable Trusts
Editorial Speaker: David Slayton, Vice President of Court Consulting Services, National Center for State Courts
Editorial Moderator: Alisha Powell Gillis, Senior Editor, Route Fifty
The American Judicial system has transformed amidst the pandemic. A once entirely in-person system pivoted to largely virtual in record time. But is that shift providing improvements across the board? Route Fifty digs into the benefits and repercussions of this shift, and the potential long term implications in this session.
On Demand
12:35 PM EDT
Thursday, April 07
Transforming Customer Experience While Dealing with the Unexpected
Underwriter Speaker: Madison Gooch, Director, IBM Watson Applications and Solutions
Underwriter Moderator: George Jackson, Director of Events, GovExec
Underwritten by: IBM
COVID-19 exemplified how government and industry could work together using an agile approach to better serve citizens. Please join us for an engaging one-on-one conversation with Madison Gooch, Director, IBM Watson Applications and Solutions, as she discusses how the government can be better prepared for the next interruption by leveraging IBM's market leading conversational AI engine.
On Demand
12:53 PM EDT
Thursday, April 07
COVID, COVID, COVID! How the Pandemic has Brought Federal Agencies Closer to Customers Than Ever
Editorial Speaker: Lisa Dillard, Deputy Director, Strategic National Stockpile
Editorial Moderator: Eric Katz, Senior Correspondent, Government Executive
Keeping Americans safe in the COVID-19 pandemic has been a priority for Federal Agencies over the last 2 years. From the postal service's delivery of rapid test kits to the dissemination of masks from the strategic national stockpile, direct citizen interaction with the government is occuring at a higher rate than ever. During this segment, Government Executive will spend time discussing the efforts the Federal Government has been making to support Americans during COVID.
On Demand
1:13 PM EDT
Thursday, April 07
Networking Break
2:08 PM EDT
Thursday, April 07
Juggling Deadlines: Improving CX While Approaching the Tax Deadline
Editorial Speaker: Erin Collins, National Taxpayer Advocate, Taxpayer Advocate Service
Editorial Speaker: John Koskinen, Fellow, National Academy of Public Administration and Former IRS Commissioner
Editorial Moderator: Courtney Buble, Staff Correspondent, Government Executive
As other government agencies amp up their customer centric policies under the latest Customer Experience Executive Order, the IRS has been warning Americans of an historically difficult tax season. Between record staffing shortages and a lack of funding, the agency has been operating in survival mode. In this session, Government Executive will explore how taxpayers have been impacted this year and how the IRS can adapt in light of the Customer Experience Executive Order.
On Demand
2:49 PM EDT
Thursday, April 07
Delivering Empathetic Government Services
Underwriter Speaker: Brian Chidester, Industry Vice President for Public Sector, Genesys
Underwritten by: Genesys
Empathetic service is critical for agencies to deliver customer experiences that build pride and trust in government. Join this discussion on the use of technology to help deliver more empathetic government services, the importance of equity in access to services, and the relationship of employee experience and customer experience.
On Demand
3:04 PM EDT
Thursday, April 07
Agency Spotlight: Customer Experience at the TSA
Editorial Speaker: Jason Lim, Identity Management Capability Manager, Transportation Security Administration
Editorial Moderator: Jessie Bur, Managing Editor, Nextgov
Nextgov Managing Editor Jessie Bur sits down with TSA Identity Management Capability Manager Jason Lim for a discussion on how the agency is tackling the future of citizen services.
On Demand
3:27 PM EDT
Thursday, April 07
Driving Innovation: How DMVs are Improving Customer Interactions Through Digitization
Editorial Speaker: Eric Boyette, Secretary, North Carolina Department of Transportation
Editorial Moderator: Alisha Powell Gillis, Senior Editor, Route Fifty
As Americans have grown increasingly familiar with digital forums, Driver's Services departments have turned to online systems for many of their services. Virtual queueing, online driver's permit applications, and entirely automated license renewal services have become the norm across the nation. In this session, Route Fifty explores the promise of digitizing DMV services and how these features are benefitting the citizen experience.
On Demand
3:51 PM EDT
Thursday, April 07
Closing Remarks
Event Host: Helen Dubas, Publisher, Government Executive