Where we are Now? What Happened?
Don Kettl, Professor, LBJ School at the University of Texas at Austin
State of GovCX in 2020
Rick Parrish, Vice President and Principal Analyst, Forrester
Strategy and plans for Customer experience in 2020 and 2021
Bill Eggers, Executive Director, Deloitte Center for Government Insights, Deloitte
Mr. Lira will share his vision for Customer Experience in the federal government on what they have encountered to date and what progress has been made over the past couple of years.
Mathew Lira, Special Assistant to the President for Innovation Policy and Initiatives, Office of the Chief of Staff, The White House Office, Executive Office of the President
The CX Road Ahead.
Maria Roat, Deputy Federal Chief Information Officer, Office E-government and Information Technology, Office of Management and Budget
Customer Experience Recommendations to the Next Administration to include how to expand the focus on CX, how to measure progress, how to strengthen governance and how to shift to digital access.
Kathy Conrad, Director, Digital Government, Accenture Federal Services
Robert Shea, National Managing Principal, Public Policy, Grant Thornton Public Sector
Tom Romeo, President and General Manager, Maximus Federal Services
Every obstacle is an opportunity waiting to reveal itself. COVID-19 provided a crisis that required government and industry to "think out of the box" but within the limits of policy and law. In some instances, it may require that policies be changed. Agencies had to continue with their day-to-day operations, move employees to work from home (WFH) while delivering services to their customers and the employees that support them. In this session, we will learn from agencies that have faced these obstacles of COVID-19 to transform services.
Martha Dorris, Chief Executive Officer, Dorris Consulting International, Moderator
Simchah Suveyke-Bogin, Chief Customer Experience Officer, Department of Agriculture
Meddie Brown, Director, Public Experience Portfolio, Technology Transformation Services, General Services Administration
Denise Kitts, Chief Technology Officer, Department of Veterans Affairs
Barbara Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs
Gary Washington, Chief Information Officer, Department of Agriculture
Working from Home (WFH) required the agency leadership at all levels to ensure the health and safety of their employees while delivering existing and new services. Employees were and still are faced with working while caring for and teaching their children. The future workplace requires the effective use of people, process and technology. Technology, including computers and collaboration platforms were needed along with new practices to work effectively. Learn how agencies successfully transitioned to WFH and continued meeting their mission.
Bill Hunt, Chief Enterprise Architect, United States Small Business Administration, Moderator
Nina Bianchi, Chief of People and Culture OIMT, Food and Drug Administration, Department of Health and Human Services
Charles Hardy, Chief Architect (Acting), General Services Administration
Daniel Schuman, Policy Director, Demand Progress
Lisa Ziehmann, Deputy Associate Administrator, Mission Support Directorate, Office of the Administrator, National Aeronautics and Space Administration
Whether it’s paying your taxes, obtaining healthcare, understanding and collecting benefits, knowing where and when it’s safe to return to their pre-COVID lives, this pandemic has exposed the need for the public and employees to interact and engage with the government through end-to-end digital services. The public has experienced many new and touchless experiences in their personal lives such as having a telehealth appointment. How can the government leverage these experiences and the way they are conducting business now - keep what works and tweak what doesn't? What are the tactics that allow the government to respond with speed, efficiency and effectiveness?
Charlotte Lee, Chief Executive Officer, The Kastling Group, Moderator
Wendy Bhagat, Director, Awareness and Outreach Group, Office of Federal Student Aid, U.S. Department of Education
Andrew Chiu, Director, Product Management and User Experience Design, Internal Revenue Service (IRS)
Bill Donellan, Vice President Public Sector, Adobe
Delaney Gilman, Senior Digital Strategist, Granicus Experience Group
Courtney Winship, Chief, Digital Services Division, Office of Citizen and Applicant Information Services, U.S. Citizen and Immigration Service
Dominic Sale, Assistant Commissioner, Technology Transformation Services, General Services Administration, Moderator
Sheila Campbell, Chief Technology Officer for Public Diplomacy, Department of State
Justin Herman, Global Head of Public Sector, Twilio
Ryan Korn, Insight Manager, Small Business Administration
William Sheridan, Customer and Analytics Insights, Amtrak
Lisa Wolfisch, Chief, Center for New Media and Promotion, U.S. Census Bureau, U.S. Department of Commerce
Agency's ability to move to secure, ubiquitous telework and continue normal operations almost immediately when the pandemic struck requires the C-suite to work together. Of course, if they already have a collaborative relationship, they are ahead of the game. If not, how did they forge this relationship to ensure that these critical organizations ensure that they can continue their operations and provide the new services in different ways required by the public.
Crystal Philcox, Assistant Commissioner, Office of Enterprise Strategy Management, Federal Acquisition Services, General Service Administration, Moderator
Amber Chaudhry, Customer Experience Lead, Small Business Administration
Soraya Correa, Chief Procurement Officer, Department of Homeland Security
Margie Graves, President and Chief Executive Officer, MH Graves Consulting
Lt. Col Michael McDaniel, Deputy Chief Data Officer, Department of Air Force
The OMB Customer Experience CAP goal and team provide centralized guidance and resources to High Impact Service Providers (HISPs) called on to transform their customer experience nation-wide. OMB Customer Experience Lead, Amira Boland, leads an interactive discussion on innovations piloted at HISPs across the federal government, recent OMB CX CAP goal updates including the newly released OMB A-11 Section 280 guidance, and how HISP agencies can best leverage OMB A-11 requirements to deliver transformative customer experience.
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget
Nicole French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security
Airis Gill, Director of Management, Planning and Analysis, Veterans Experience Office, Department of Veterans Affairs