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Citizen Experience

Online: Thursday, September 16th | 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

Claire Osborne
Chief Administration and Customer Service
Pennsylvania Department of General Services

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 and Learning Resources
Canadian Digital Service

Heather Sheston
Director of Public Sector

Moira Dorsey
Principal XM Catalyst, XM Institute

Sydney Heimbrock
Chief Industry Advisor for Government

Mai Nguyen
Head of Canada Government Relations & Public Policy

Tom Yeatts
Global Head of State, Local, & Regional Government Solutions

Dan Batista
Executive Director
Citizen First – Institute for Citizen Centred 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: Service Delivery in a Digital World
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: Citizen Experience at Work - Spotlight on AHS’ Online Assessment Tool
10:05am PT & 1:05pm PT
International Case Study: Feedback to Drive Strategy- Understanding Your Business and the Customer Experience
10:20am PT & 1:20pm ET
10:25am PT & 1:25pm ET
Gold Spotlight: What Citizens Want: Designing The Citizen Experience with Data
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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Our growing community spans all tiers of government and public services, and allows members to network, benchmark and share best practice on a secure and members-only community.

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