Customer Experience: A Unifying Vision for IT Modernization
Anahita Reilly, Chief Customer Officer, General Services Administration
Modernizing the federal government's information technology (IT) infrastructure is critical to improving government services. This is a core theme in the President's Management Agenda (PMA), the 21st Century Integrated Digital Experience Act (IDEA) and the IT Modernization Centers of Excellence. In most current federal environments, responsibilities for service delivery is separated across different areas within agencies. This results in a lack of understanding of the overall experience delivered to customers and a fractured approach to addressing CX at an enterprise level.
We are now in a new era where improving citizen services is a requirement. Agencies have implemented chief customer officers, agency program offices are taking responsibility for CX, and chief information officers have more accountability for the agency's digital CX strategies and experiences.
This summit will address how agencies must navigate legislation and guidance on modernizing IT to improve the customer's experience.
- Connect the information technology (IT) and customer experience (CX) communities to improve government services
- Assist agencies in navigating the complex environment and requirements now in place to create customer strategies, collect customer feedback, and improve websites
- Increase awareness about the importance of CX to the citizen, the government, and the country
Mike Amante, Director, Customer Experience Center of Excellence (CoE), General Services Administration (GSA)
Sean Brune, Deputy Chief Information Officer and IT Modernization Chief Program Officer, Social Security Administration
Matthew Cutts, Administrator, U.S. Digital Service, Office of Management and Budget
Bob DeLuca, Executive Director, Centers of Excellence (CoE), General Services Administration (GSA)
Sandra Dickinson, Director, Contact Center, Center of Excellence (CoE), General Services Administration (GSA)
Martha Dorris, Found and Chief Executive Officer, DCI
David Ellison, Deputy Chief Program Officer, Social Security Administration (SSA) IT Modernization
Eric Ewing, Director, Data Analytics, Community of Excellence (CoE), General Services Administration (GSA)
Ralph Gaines, Chief Operating Officer, Department of Housing and Urban Development (HUD)
Margaret Graves, Federal Deputy Chief Information Officer, Office of Management and Budget
Lauren Kessler, Manager CX Digital Strategy, PenFed Credit Union
Rajive Mathur, Deputy Commissioner and Chief Information Officer, Office of Systems, Office of the Commissioner, Social Security Administration
Elizabeth Norris, Management and Program Analyst, Department of State
Simchah Suveyke-Bogin, Director, Customer Experience Center of Excellence (CoE), General Services Administration (GSA)
Charles Worthington, Chief Technology Officer, Veterans Administration
Government - 0
Industry Member Firm - $250
Industry Non-Member Firm - $400
Registration cancellations made on or before June 12, 2019, will receive a full refund. Registration fees are non-refundable starting June 13, 2019. No-shows will be charged the full registration fee. Substitutions are available at any time for no fee. Cancellation requests must be submitted in writing to firstname.lastname@example.org (link sends e-mail). Requests for cancellations will not be accepted via telephone.