Gary Washington, Chief Information Officer, U.S. Department of Agriculture
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Management and Budget, Executive Office of the President
Description: The panel will discuss diversity, equity, inclusion and accessibility and how government is implementing the Executive Order.
Scott Weiss, Presidential Innovation Fellow, General Services Administration, Moderator
Shaibya Dalal, Senior Equity Fellow, Office of Management and Budget
Kimberlyn Leary, Senior Vice President, Urban Institute
Description: The keynote will discuss Navy's initiatives in serving the underserved communities and Diversity, Equity and Inclusion.
Dr. Charles Barber, Diversity, Equity and Inclusion Lead, U.S. Navy
Description: Now, more than ever, people are turning to the government for information, support, and resources. Bringing people, processes, and technology together can modernize and streamline the experience citizens and employees have when interacting, engaging, and transacting with the government. Over the past year, we have learned that delivering services anytime, anywhere, on any device is critical to service delivery. This session will explore the strategies that agencies have used to address diversity, equity, inclusion and accessibility using the methodologies and strategies in the customer experience discipline.
Edward Walters, Chief Customer Officer, Office of Customer Experience, General Services Administration, Moderator
Amanda Chavez, Director Customer Experience, Nuaxis
Nicole French, Branch Manager, Customer Service, Transportation Security Administration, Department of Homeland Security
Karen Howard, Director, Online Services Office, Internal Revenue Service, Department of Treasury
Philip Lam, Executive Director of Identity, Technology Transformation service, General Services Administration
Maura Newell, Presidential Innovation Fellow, General Services Administration
Description: This session will discuss the best use of data, how data can be used as a baseline for diversity, equity, inclusion and accessibility, and how data can be useful in evaluating and changing the workplace.
Brian Whittaker, Design and Development Director, Office of Technology and Innovation, Consumer Financial Protection Bureau, Federal Reserve System, Moderator
Evan Albert, Director of Measurement and Data Analytics, Veteran Experience Office, Enterprise Measurement and Design, Department of Veteran Affairs
Ariele Faber, Presidential Innovation Fellow, General Services Administration
Kristen Honey, Senior Advisor, Department of Health and Human Services
Kshmendra Paul, Chief Data Officer and Executive Director, Department of Veteran Affairs
Description: In this session you'll learn about designing an enterprise foundation for CX and specifically how agencies are re-imagining service design through a systems approach.
Lashanda Hodge, Director of Customer Experience, General Services Administration
Katie-Coral Sicora, Digital Strategist, Strategic Innovation Group, Booz Allen Hamilton
Description: The Federal government is uniquely responsible for building the social capital that drives trust in government and strengthens democratic institutions. This is why it is mission critical for government agencies to build customer experience into their organizational DNA - so they can meet the diverse needs of all the people they serve. This means shifting current organizational operations and cultures toward the future of work - which is characterized by a culture of inclusion that empowers employees to connect directly with the people they serve in order to understand and design for their evolving needs. This session will be kicked off by the OPM Director, the President's lead for talent management policies and initiatives across government who will lay out the President's vision for the future of government work as a human-centered culture of diversity and inclusion. Breakout sessions will follow which will drill down deeper into the key implementing mechanisms.
Introductory Remarks:
Peter Bonner, Associate Director, Human Resources Solutions, office of Personnel Management
How will the return to work impact EX and CX? What will the new normal look like?
Breakout Session #1- Where OPM is Taking the Future of Work Through Programs and Services?
- Peter Bonner, Associate Director, Human Resources Solutions, Office of Personnel Management
Breakout Session #2 - A Framework for Customer-Focused Leadership in Government (New Report)
- Loren, Dejonge Schulman, Vice President for Research, Analysis and Evaluation, Partnership for Public Service
- Lisa Veith, Senior Vice President, Maximus
Breakout Session #3 - Quality Service Management Offices (QSMO)
- Chad Clifford, Executive Director, Grants QSMO, Department of Health and Human Services
- Andrea Sampanis, Solutions and Services Lead, Grants QSMO, Department of Health and Human Services
Description: The keynote will discuss how IRS is implementing taxpayer experience efforts and will also address and provide examples of how IRS is serving the underserved communities.
Kenneth Corbin, Commissioner, Wage and Investment Division, Department of Treasury
Description: The keynote will focus her presentation on delivering equitable inclusive services to the underserved communities, what roles CIOs should be doing and how customer experience practices helps to address the President's priorities.
Clare Martorana, Federal Chief Information Officer, Office of Management and Budget
Description: The keynote will discuss how small businesses can address the President's priorities, and how agencies can improve the acquisition process relative to the underserved companies.
Exodie Roe, Associate Administrator, Office of Small and disadvantaged Business utilization, General Services Administration
Description: The government has strongly suggested that all federal agencies take a hard look at their approach to service delivery through a diversity, equity and inclusion lens. Given that government is responsible for processing tens of millions of transactions, searches, inquiries, and other citizen interactions on a daily basis, this is a huge yet powerful way to better support our diverse population. The session of design leaders are brought together to discuss the design methods and tolls that can help frame such a big undertaking so that the challenge moves from policy to action in permanently transforming customer relationships.
Jeneanne Rae, Specialist Executive, Customer Strategy & Applied Design, Deloitte Consulting, Moderator
Michael Davis, Head of Equity by Design, Capital One
Erin Siminerio, Chief Design Officer, Department of Veterans Affairs
Sheri Trivedi, Design Director for U.S. Digital Services
Title: Achieving Inclusive and Equitable Experience Design
Eric Snowden, Vice President Design, Adobe
Kevin Brooks, Principal Digital Strategist, DoD & US Intelligence Community, ServiceNow
Description: In January, President Biden wasted no time issuing an Executive Order on Advancing Racial equity and support for Underserved Communities through the Federal Government. It prompted federal agencies to conduct Equity Assessments and start to explore new tools and methods of promoting equitable delivery of government services and benefits. This session brings together though leaders from federal agencies and industry to discuss how emerging technology is being consider and used to nurture a more equitable government.
Nina Bianchi, Solutions Principal, Public Sector, Medallia, Moderator
David Ellison, Associate Commissioner, Social Security Administration
Justin Herman, Global Head of Public Sector, Twilio, Inc.
Danielle Thierry, Digital Service Expert, Office of Information and Technology, Department of Veterans Affairs
Description: Building diverse and inclusive organizational cultures means designing for the people who serve - the public sector workforce. Treating employees as customers gives organizational leaders a new and needed appreciation of the experiences employees have as they undertake the employee journey - from recruitment to onboarding to engaging in work and career progression opportunities. Hear from agencies that are at the forefront of treating their employees as customers - the methods and mindsets required to provide the employee experience their people need and want, the role of measurement in understanding the diverse experiences and expectations of their workforce.
Sydney Heimbrock, Ph.D., Chief Industry Advisor for Government, Qualtrics, Moderator
Airis Gill, Executive Director, Employee Experience and Organizational Management, Department of Veteran Affairs
Simchah Suveyke-Bogin, Chief Customer Experience Officer, U.S. Department of Agriculture
Kimberly Walton, Executive Assistant Administrator, Enterprise Support, Transportation Security Administration, Department of Homeland Security
Description:
This session will focus on government websites and services and how government can better engage with underserved populations via websites that address diversity, equity, inclusion and accessibility.
Description: Customer experience (CX) is well-established in the private sector as a key differentiator, a means for firms to stand apart from the competition and drive customer loyalty. Its growth in the public sector has also been accelerating as a strategy to enhance mission effectiveness and cultivate citizen trust in government. But how can the core tenets of CX, including the principles of inclusive design, be applied to assure equitable access across historically underrepresented groups? Can digital touchpoints actually become a means to better engagement, enhancing the wider user experience by acknowledging and supporting all types of human differences?
Join us to explore what the future holds for improving diversity, equity, inclusion and accessibility through digital touchpoints that are designed for different aspects of human diversity such as ability, language, culture, gender, and age. Hear from government leaders who are inspiring a fresh and expanded approach to digital access.
Dan Barrett, Director Customer Experience Solution Lead, Grant Thornton, Moderator
Vashon Citizen, Chief, Digital Services Division, U.S. Citizenship & Immigration Services, Department of Homeland Security
Rachel Flagg, Digital and Customer Experience Strategist, General Services Administration
Pia Zaragoza, Presidential Innovation Fellow, General Services Administration
Description: The pandemic has increased the public's expectations and the government's drive towards the delivery of digital services to the public and to its employees. Telework and remote work arrangements have become a part of our normal work environments. This panel will discuss how their contact centers are reaching diverse and underserved audiences, language diversity, and workforce diversity and their impact on customer experience. Panelists will highlight CX strategies they have implemented that have resulted in improved services and lessons learned from the pandemic.
Mary Ann Monroe, Senior Director, Customer Engagement Solutions and Services, Maximus, Moderator
Angeline Boey, CDC-INFO Operations Lead, Division of Communication Services, Center for Disease Control and Prevention
Trisha Dang, Deputy Director, Veterans Relationship Management Program Office, Department of Veteran Affairs
Michelle Morris, Managing Client Partner for Public Sector Customer Experience, Verizon
Title: Leveraging the Past to Improve CX in the Future
Martha Dorris, Founder of Dorris Consulting
Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veteran Affairs
Tony D'Emidio, Partner, McKinsey
Kunal Modi, Associate Partner, McKinsey