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Virtual Event: Improving CX and Engagement in Local Government

Process improvements for a more efficient and effective public service

Tuesday, January 19, 2021
Start: 9:00am PT / 12:00pm ET

Agenda Overview:

COVID-19 is just the latest prompt in the need for seamless services and operations within local government.


Creating an effective multi-channel customer experience is paramount if Councils are to deliver satisfying and relevant services to citizens. Technology, data/insights, people, process design, and service delivery all need to be tied together to create a holistic and effective approach to sustainable transformation.


Understanding the most beneficial aspects of these to improve on and leverage is crucial if Councils are to deliver relevant experiences, shaped around what your citizens actually want and need. Public Sector Network’s Improving CX & Engagement in Local Government Virtual Event will equip attendees with fresh ideas and proven strategies to improve CX in a post-COVID-19 world and meet ever-growing citizen expectations.
Download The Full Agenda Here

Key Takeaways:

Identify how to most effectively centre your operations around the citizen/customer at when planning, designing, and delivering services

Learn how to adapt your customer experience strategy to a growing and changing population and city

Understand how to maximize the use of existing technology and harness benefits of new innovative and emerging technologies

Leverage the experience of other Councils to help further your CX and engagement agenda

Your Expert Speakers:

Karen Stewart

Chief Information Officer
City of Maple Ridge

Kalyan Chakravarthy

Chief Information Officer
Durham Region

Justin Readman

General Manager, Development Services
City of Kitchener

Mat Daley

Director, IT
City of London

Andrea McKinney

GM Corporate Services
Town of Orangeville

Sean Murphy

National Digital Services Lead & Partner, Technology Solutions

Chris Lavin

Regional Managing Partner, Prairies Consulting

Chris McInnis

Account Director
Northern Commerce

Event Partners

Become a Partner

Interested in sponsoring? Contact Nadeyah Kailan by phone (1-416-560-0428) or email (

Agenda Highlights:

12:00pm ET / 9:00am PT
Welcome from PSN
12:10pm ET / 9:10am PT
Chair Opening: Creating an integrated and seamless customer experience
12:20pm ET / 9:20am PT
Government Case Study: Leveraging Technology and Tying in Various Channels to Create a Seamless Experience
12:40pm ET / 9:40am PT
Partner Session: Enhancing CX with Cloud Solutions
12:55pm ET / 9:55am PT
Government Case Study: Creating Your Strategy and Understanding What Your User Really Wants and Needs
1:15pm ET / 10:15am PT
Government Case Study: Improving Speed and Accuracy of Service to Boost CX
1:30pm ET / 10:30am PT
1:35pm ET / 10:35am PT
Panel Discussion: Understanding the Right Tools, Processes, People and Technology to Drive Forward and Embed your Vision
2:15pm ET / 11:15am PT
End of session


Complimentary to attend

For Public Sector only

Online event