Virtual Event: Citizen Experience

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

Friday, January 29, 2021
(Start: 9am PT / 12pm ET)

Agenda Overview:

Changes continue in how local, state, and federal governments operate and manage technology for improving service, including the focus on effective ways to foster citizen engagement.

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 behaviors 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-centered 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 USA Event will explore the policies, applications, critical systems, processes, and technologies involved with improving customer experience and citizen services to better prepare for a thriving and modern Public Sector. This virtual event will be serving public sector professionals responsible for improving customer experience and citizen engagement through all aspects of serving citizens to include but not limited to onsite, online, social media, mobile, contact center operations, and more.

Hear from experts as they explore the relationship with citizens and visitors, and how technology can help improve and expand upon that engagement through safe, secure and reliable services.

Download the Agenda

Key Takeaways:

Exploring the Best Tools and Techniques to Better Engage Citizens

Corporate 3

Examining Why government Agencies need an Omnichannel Communication Strategy to be Successful

Learning How Data Can Support Citizen-Centric Websites and Digital Tools

Event Speakers:

Richard McHattie

Chief of User Experience & Design
Internal Revenue Service

Pete Breil

Director of Citizen Service & Response
City of Richmond, VA

G. Nagesh Rao

Acting Chief Information Officer
US Department of Commerce Bureau of Industry and Security

Claire Osborne

Chief Administration and Customer Service
Pennsylvania Department of General Services

Oswaldo Mestre Jr.

Chief Service Officer & Director of Citizen Services
City of Buffalo, NY

Jacqueline Stetson

Director of Citizen-Centered Design
City of Gainesville

Event Sponsors:

Silver Sponsor

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: The Importance of Establishing a CX Vision
12:40pm ET / 9:40am PT
Partner Session: The AI-Powered Citizen Journey
1:00 pm ET / 10:00am PT
Government Case Study: Driving Engagement Through Data
1:20pm ET / 10:20am PT
Partner Session: Digital Document Management – Can This Be the Key to CX Success?
1:40pm ET / 10:40am PT
Government Case Study: Implement your Digital CX Transformation Successfully
2:00pm ET / 11:00am PT
2:05pm ET / 11:05am PT
Panel Discussion
2:45pm ET / 11:45am PT
End of Session
3:00pm ET / 12:00pm PT
End of Session


Complimentary to attend

For public sector only

Online event