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Citizen Experience

Online: Thursday, 16th September | Time: 12:00-2:15pm ET / 9:00-11:15am PT

Delivering a Connected and Seamless Experience for the Digitally-Driven Citizen

Over the past year, we were able to witness the public sector fast-track the adoption of a digital-first mindset. Given how technologies have advanced and times have changed, citizens expect the government to adapt and change as well by delivering the services they need through the channels that they prefer. Interestingly, during the pandemic, citizens preferred a human-focused customer experience but through contactless and digital channels.   

Previous standards of what was considered a good customer experience soon became inadequate for the new normal. In response, government organizations have been rethinking and realigning their customer experience strategies. With public sector organizations rapidly embracing digital technologies, citizen service agencies are in a transformative position where they can reframe their strategies to improve CX experience whilst reducing costs.   

Public Sector Network’s Citizen Experience virtual event will bring together experts and thought leaders as they share new ways to take CX to the next level. The event will focus on key learnings, considerations, and actions that can help government organizations continue the momentum through safe, secure, and inclusive services.  

View Agenda

Our Expert Speakers

Mary Ann Triggs

Mary Ann Triggs
Assistant Deputy Minister
Service Canada – Ontario Region

Ammneh Azeim

Ammneh Azeim
Digital Experience Lead
Alberta Health Services

Anne-Marie Croce Chief Innovator, Customer Experience Transformation and Innovation City of Toronto

Anne-Marie Croce
Chief Innovator, Customer Experience Transformation and Innovation
City of Toronto

Rob Cummins Manager of Digital Strategy & Experience City of Mississauga

Rob Cummins
Manager of Digital Strategy & Experience
City of Mississauga

Eman El-Fayomi
Head of Design & Experience
Canadian Digital Service

Key Takeaways

A must-attend event for public sector organizations looking to:

Learn how to leverage data and technology to prioritize the most meaningful improvements 

Tap into learnings from government case studies that will help you to accelerate your citizen experience transformation 

Examine opportunities and address the biggest CX challenges and persistent barriers  


9:00am PT & 12:00pm ET
Welcome from PSN
9:05am PT & 12:05pm ET
Opening Remarks from the Chair
9:20am PT & 12:20pm ET
Government Keynote: Leveraging your Hard-Won Progress to Thrive in the Digital Future
9:35am PT & 12:35pm ET
Platinum Keynote: Doing More with Less - Optimizing Your Customer Experience Delivery in a Cost-Effective Manner
9:50am PT & 12:50pm ET
Government Case Study: Modernizing Legacy Processes to Adapt and Meet Citizen Expectations
10:05am PT & 1:05pm PT
Government Case Study: Enhancing Customer Experience through Improved Journey Mapping
10:20am PT & 1:20pm ET
10:25am PT & 1:25pm ET
Gold Spotlight: Building Public Trust through Data Security and Fraud Prevention
10:40am PT & 1:40pm ET
Panel Discussion: Going from Good to Great: Measuring our CX Success and Progress Made So Far
11:10am PT & 2:10pm ET
Closing Remarks from the Chair & End of session


What's included in your registration:

Virtual Presentations

Hear from public sector leaders about the latest trends and exploring how to instantly apply these insights and gaining unique perspectives


An opportunity to engage with the inspiring speaker panel and peers in the live Q&A and polling to discover answers to shared challenges

Leading Technology Solutions

Hear  from solutions providers in the government space as they explore key technologies to improve citizen services


Receive on-demand access to session content after the conference on the complimentary Public Sector Network social learning platform

Complimentary for public sector employees only*
Register Now

Event Partners




Interested in sponsoring? Contact Andrew Cowan by phone (1-647-459-8904) or email (
Become a Partner

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