CX Summit

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.

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).

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.

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.

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.

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.

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.

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.

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.