Agenda

All times ET and subject to change

11:00 AM ET

Thursday, April 7

Custom

Opening Remarks

Event Host

Helen Dubas, Publisher, Government Executive

Description

On Demand

11:04 AM ET

Thursday, April 7

Editorial

The Culture of Citizen Services

Editorial Panelist

Michele Bartram, Chief Experience Officer, United States Census Bureau

Editorial Moderator

Frank Konkel, Executive Editor, Nextgov

Description

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 ET

Thursday, April 7

Underwritten

How To Transform The Digital Government Customer Experience

Underwriter Speaker

Jacob White, Digital Strategist, Digital Performance Strategy, Adobe

Underwritten by: Adobe

Description

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 ET

Thursday, April 7

Editorial

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

Description

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 ET

Thursday, April 7

Underwritten

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

Description

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 ET

Thursday, April 7

Editorial

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

Description

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 ET

Thursday, April 7

Custom

Networking Break

Description

2:08 PM ET

Thursday, April 7

Editorial

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

Description

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 ET

Thursday, April 7

Underwritten

Session Presented by an Elite Underwriter, Genesys

Underwriter Speaker

Brian Chidester, Industry Vice President for Public Sector, Genesys

Description

On Demand

3:04 PM ET

Thursday, April 7

Editorial

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

Description

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 ET

Thursday, April 7

Editorial

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

Description

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 ET

Thursday, April 7

Custom

Closing Remarks

Event Host

Helen Dubas, Publisher, Government Executive

Description

On Demand