Training Fees
Government: $0
Industry Member: $250
Non-Member: $400
Event Details
Overview
Customer Experience: A Unifying Vision for IT Modernization
keynotes
Linda Verba, Chief Experience Officer, Flipt and previous Executive Vice President of Service Strategy at TD Bank
Description
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.
objectives
- 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
presenters
Mike Amante, Director Customer Experience Center of Excellence (CoE) at Department of Housing and Urban Development, GSA (Invited)
Darryl Brile, Manager and Program Analyst, Department of State (Invited)
Bob DeLuca, Executive Director, Centers of Excellence (CoE), General Services Administrations (Invited)
Sandra Dickinson, Director, Contact Center, Center of Excellence (CoE), U.S. Department of Agriculture (Invited)
David Ellison, Deputy Chief Program Officer, Social Security Administration (SSA) IT Modernization (Invited)
Eric Ewing, Director, Data Analytics, Community of Excellence (CoE), Department of Housing and Urban Development (Invited)
Lauren Kessler, Manager CX Digital Strategy, PenFed Credit Union
Simchah Suveyke-Bogin, Director, Customer Experience Center of Excellence (CoE) at U.S. Department of Agriculture, GSA (Invited)
training fees
Government - 0
Industry Member Firm - $250
Industry Non-Member Firm - $400
cancellation Policy
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 cmiller@actiac.org (link sends e-mail). Requests for cancellations will not be accepted via telephone.
| 8:00 - 8:15 AM |
Introductory Remarks |
| 8:15 - 8:45 AM |
Keynote PresentationTo be announced shortly |
|
8:45 - 9:45 AM |
Panel: Lessons Learned from the IT Modernization Centers of Excellence Description: GSA created the IT Modernization Centers of Excellence (CoE) in 2018 to focus on assisting agencies in improving cloud adoption, consolidating data centers, improving the customer experience, modernizing contact centers and leveraging data and analytics for decision making. In April 2018, the U.S. Department of Agriculture (USDA) became the lighthouse agency to use the Center's of Excellence for discovery and assessment (Phase 1) of the current state within the agency and implementation of strategies (Phase 2) recommended based on discovery. The Department of Housing and Urban Development (HUD) is the second agency using CoEs and in Phase 1 of the IT modernization process. The panel will address lessons learned, solutions, and best practices implemented in these agencies. Bob DeLuca, Executive Director, Centers of Excellence, General Services Agency, Moderator Mike Amante, Director, Customer Experience CoE at Department of Housing and Urban Development, GSA |
|
9:45 - 10:00 AM |
BREAK |
|
10:10 - 10:30 AM |
keynote PresentationLinda Verba, Chief Experience Officer and Previous Executive Vice President of Service Strategy at TD Bank |
| 10:30 - 11:30 AM |
Panel: Building CX into IT Modernization Description: Federal agencies spend considerable dollars of their information technology (IT) budget on operations and maintenance. The Modernizing Government Technology (MGT) Act gives federal agencies the authority to create working capital funds to pay for their IT modernization initiatives by using funds saved from other initiatives. The goal of IT modernization is to provide a better customer experience both internally and externally while creating efficiencies and reducing costs associated with legacy systems that are not interoperable with today's modern technologies. This panel will address how three agencies have taken different approaches to ensure customer experience strategies are integrated into all IT modernization efforts. David Ellison, Deputy Chief Program Officer, Social Security Administration (SSA) IT Modernization, Moderator Darryl Brile, Manager and Program Analyst, Department of State Other Presenters to be announced shortly |
|
11:30 - 12:00 PM |
keynote presentationTo be announced shortly |
| Noon | Closing |
Government Co-Chairs:
Meghan Daly, General Services Administration
David Ellison, Social Security Administration
Industry Co-Chairs:
Martha Dorris, DCI
Maryann Monroe, Highpoint Global
WHO IS COORDINATING THIS FORUM?
The event is organized by the American Council for Technology-Industry Advisory Council (ACT-IAC). ACT-IAC is a non-profit, public-private partnership dedicated to improving government through the application of information technology. ACT-IAC provides an objective, ethical, and trusted forum where government and industry communicate, collaborate, and learn.
What Time Does this Forum Start?
Registration begins, at 7:30 AM. The program starts at 8:00 AM and runs until 1:00 PM*
* The agenda is subject to change
Where will the 2019 CX Summit Take Place?
The Renaissance Washington DC Hotel: 999 9th street NW, Washington, DC 20001
Will Press be in Attendance?
ACT-IAC’s operating principles require that the organization and all of its activities be conducted in a manner that is objective, vendor-neutral, and transparent. In accordance with these principles, the general assumption governing ACT-IAC activities is that they shall be open to the press unless an exception is specifically made in advance, or in some cases, on-the-spot due to a speaker request, or other unforeseen circumstances. For more information about the press policy for this event, please contact the ACT-IAC office at 703.208.4800.
Are Training Credits Available?
Attendees will be eligible for 4 CLPs (Continuous Learning Points). For more information please visit the Training Credit link on the event homepage.
What is the Cancellation Policy?
Registration cancellations made on or before June 11, 2019, will receive a full refund, minus a $75 processing fee. Registration fees are non-refundable starting June 12, 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 Events@actiac.org. Requests for cancellations will not be accepted via telephone.
Sponsorship Opportunities are Available
Create brand awareness within the government and with potential industry partners that share an interest and expertise in your "space." Contact Carol Miller, cmiller@actiac.org
GOLD SPONSOR
MEDIA SPONSOR
The individuals who successfully complete this program are eligible to receive 4 Continuous Learning Points (CLPs).
Individuals seeking CLPs may obtain their CLPs by visiting the event registration desk at the end of the event or by sending an email request to training@actiac.org.
Sponsors
GIGABYTE SPONSOR
MEGABYTE SPONSOR
PLATINUM SPONSORS
GOLD SPONSOR
MEDIA PARTNERS
