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In the past few years, customer experience has transformed. Families can have groceries delivered to their front step within hours or a refund processed in mere seconds after a series of messages with a chatbot. In turn, these transformations in service delivery have only magnified customer expectations, which standard government contact centers are not immune to. Customers want to be able to search for answers on their own, navigate interactive response systems quickly, reach a live agent when necessary, and, ultimately, find convenience, consistency, and responsiveness in their day-to-day interactions. The big question: how?
As government leaders seek to meet the growing needs of their customers, how are they leveraging existing infrastructure to provide advanced monitoring and analytics? What opportunities are available to better manage the interoperability and scalability of their efforts? And how can agencies learn from one another as they each approach transformations in contact center capabilities? In this webcast, GovExec and Salesforce bring together experts in government and industry to learn more about what it takes to provide a customer-centric contact center experience.
Featured Speakers
Russell O'Neil
Director, Technology and Infrastructure
USAGov
Russell O’Neill is the Director of Technology and Infrastructure for USAGov in the Technology
Transformation Services (TTS) within GSA. Russell leads all technical operations and development activity for the USAGov family of websites, including USA.gov and USAGov en Español. Additionally, Russell served as the Acting Director of Contact Center Operations for USAGov until August 2023.
Russell joined GSA in 2002 as a web development intern working for what was then the Office of FirstGov and has been focused on improving the public’s experience of interacting with their government ever since.
Mia Jordan
Digital Transformation Executive
Salesforce
Mia is a solutions driven IT executive, joining Salesforce in 2021 after 11 years as a public servant. She was inducted into the Senior Executive Service (SES) in 2017 and served as a Chief Information Officer (CIO) at USDA/Rural Development and Federal Student Aid (FSA), an office of the Department of Education responsible for securing a loan portfolio of over $1.7 trillion. Most notably, Mia was a part of the Inaugural Class of the Theodore Roosevelt Government Leadership Award in 2019, specifically, the “Pathfinder” winner for her leadership in bringing advances and innovation in information technology to government for her vision and leadership in developing the OneRD Portal- focused on improving the employee experience. Also in 2019, Mia was awarded the USDA Secretary Honors award for her leadership in delivering the "ReConnect" system processing over $1B in rural broadband loans.
Mia graduated from the University of Maryland University College with a Master’s Degree in Computer Science with a focus on cybersecurity in 2007 and is the current Industry Chair for ACT-IAC IT Management and Modernization Community of Interest (COI).
Catherine Wilson
Director of Event Content
GovExec
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