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Virtual Event: Citizen Experience

Delivering a relevant, connected and seamless experience for the digitally-driven citizen

Thursday, September 17, 2020 (Start: 12.00pm ET / 9.00am PT)

Agenda Overview:

Customer centricity becomes increasingly important in times of uncertainty. The ability for the Public Sector to adapt and respond quickly to society’s changing needs is crucial at a time when habits and behaviours have been irreversibly changed, and where public trust is undoubtedly shaken.

Reforms aimed at improving service delivery have long been a focus in the Public Sector, and departments have certainly made significant progress in wrapping its services around its people through human-centred design and exploring emerging technologies.

However, with recent global events creating an increased reliance on digital services, coupled with the growing expectations of the digitally driven citizen, we are left wondering ‘what’s next’, in how departments are planning for the ‘future citizen experience’.

Our Virtual Citizen Experience Event will look at critical systems and processes to better prepare for a thriving, modern Public Sector. Hear from experts as they explore the relationship with digital citizens, and how technology can help improve and expand upon that engagement through safe, secure and reliable services.

Download the Agenda
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Key Takeaways:

Address the biggest CX challenges and persistent barriers

Corporate 3

Tie in the digital transformation component to becoming citizen centric and shape your transformation around what citizens actually need

Leverage data and analytics to create the most beneficial improvements

Event Speakers:

Dabid Hume

David Hume

Assistant Deputy Minister, Government Digital Experience Division
Government of British Columbia


Vidya ShankarNarayan

Director General, Digital Government
Innovation, Science and Economic Development Canada

Irwin Bess

Irwin Bess

Director General, Service Innovation
Transport Canada

Sharon Thompson

Sharon Thompson

Deputy Commissioner, Customer & Compliance Services – Individuals
Inland Revenue, New Zealand

Brenna Maher

Director, Digital Communications Coordination, COVID-19 Response Unit
Privy Council Office

Jon Ward

Jon Ward

Director General, Engagement and Digital Communications
Natural Resources Canada

Morgan Zerr

Principal Business Value Analyst Hootsuite

Tim Booker

CEO Civil Space

Sean Murphy

Regional Managing Partner – Eastern Canada and Digital Government MNP

Elizabeth Vannan

Partner - B.C. Leader, Technology Solutions MNP

Michael Kalin

Michael Kalin

Executive Director, Service Insights and Experimentation (Pier SIX)
Immigration, Refugees and Citizenship Canada

Adam Ali

Partner MNP

Event Sponsors:

Gold Sponsors

Silver Sponsor

Bronze Sponsor

Event Partner

Agenda Highlights:

12:05pm ET / 9:05am PT
Chair Opening: The future of customer experience in government
12:20pm ET / 9:20am PT
Government Keynote: Digital Change in the Government of British Columbia
12:35pm ET / 9:35am PT
Partner Session
12:50pm ET / 9:50am PT
New Zealand Government Keynote: A Customer-Led, Government Transformation
1:05 pm ET / 10:05am PT
Partner Session
1:20 pm ET / 10:20am PT
Government Keynote
1:35pm ET / 10:35 PT
1:40pm ET / 10:40am PT
Panel Discussion: Public sector tranformation & CX – what does this look like now and into the future?
2:00pm ET / 11:00am PT
Closing Remarks from Chair / End of Session


Complimentary to attend

For public sector only

Online event