CX Summit 2020
Registration Fees:
IAC Member: $295
Government: $0.00
Non-Member: $395.00
Event Details
Overview
Leading Change in Times of chaos: turning obstacles into opportunities
description
The COVID-19 has been an accelerant for innovation and modernization. The Federal government impacts nearly every aspect of American life, contributing to the health, safety, security and economic stability of people in America and throughout the world. Whether it's ensuring the safety of the food we eat and the water we drink, responding to national emergencies, providing benefits for veterans with disabilities, enhancing the safety and reliability of our transportation systems, protecting our borders, defending our nation, issuing warnings on hurricanes, providing guidance on global pandemics and overseeing the treatment and vaccine to eradicate COVID-19, we count on our government to protect us and preserve our way of life.
Over the past several years, the government has focused on modernizing its technical infrastructure through cloud technology, leveraging emerging technologies such as artificial intelligence and robotic process automation, improving the use of open data to improve government services. COVID-19 has spotlighted the gaps in agencies where progress hadn't happened. At the same time, it highlighted agencies where those improvements had already been made.
ACT-IAC is pleased to collaborate on this event with Dorris Consulting Inc.
objectives
The objectives of the annual CX Summit are:
- Share experiences and lessons learned as governments worldwide have delivered services to citizens while ensuring health and safety of their employees
- Learn from the presentations that everyone is responsible for ensuring that government is future-ready
- Hear about case examples of where services have been improved
- Understand how collaboration with Information Technology, Data Officers, and business processes can optimize services
keynotes
Maria Roat, Deputy Administrator and Deputy Federal Chief Information Officer, Office of E-government and Information Technology, Office off Management and Budget (Invited)
presenters
Wendy Bhagat, Director, Awareness and Outreach Group, Office of Federal Student Aid, U.S. Department of Education (Confirmed)
Meddie Brown, Director, Public Experience Portfolio, Technology Transformation Services, General Services Administration (Invited)
Simchah Suveyke Bogin, Chief Customer Experience Officer, Department of Agriculture (Invited)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget (Invited)
Stephen Buckner, Assistant Director, Communications Directorate, U.S. Census Bureau, Department of Commerce (Invited)
Sheila Campbell, Chief Technology Officer for Public Diplomacy, Department of State (Invited)
Amber Chaudhry, Customer Experience Lead, Small Business Administration (Invited)
Kathy Conrad, Director, Digital Government, Accenture Federal Services (Confirmed)
Soraya Correa, Chief Procurement Officer, Department of Homeland Security (Confirmed)
Bill Donellan, Vice President Public Sector, Adobe (Confirmed)
William Eggers, Executive Director, Center for Government Insights, Deloitte (Confirmed)
Delany Gillman, Senior Digital Strategist, Granicus Experience Group (Confirmed)
Margie Graves, President and Chief Executive Officer, MH Graves Consulting (Confirmed)
Charles Hardy, Chief Architect (Acting), General Services Administration (Invited)
Justin Herman, Global Head of Public Sector, Twilio (Confirmed)
William "Bill" Hunt, Chief Enterprise Architect, United States Small Business Administration (Invited)
Lt. Col Michael McDaniel, Deputy Chief Data Officer, U.S. Air Force (Invited)
Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (Invited)
Rick Parrish, Vice President and Principal Analyst, Forrester (Confirmed)
Crystal Philcox, Assistant Commissioner, Office of Enterprise Strategy Management, Federal Acquisition Services, General Service Administration (Invited)
Thomas Romeo, General Manager, Maximus (Confirmed)
Dominic Sale, Assistant Commisioner, Technology Transformation Services, General Service Administration (Invited)
Daniel Schuman, Policy Director, Demand Progress (Confirmed)
Robert Shea, National Managing Principal, Public Policy, Grant Thornton Public Sector (Confirmed)
William Sheridan, Customer and Analytics Insights, Amtrak (Confirmed)
David Shive, Chief Information Officer, General Services Administration (Invited)
Gary Washington, Chief Information Officer, Department of Agriculture (Invited)
Courtney Winship, Chief, Digital Services Services Division, Office of Citizen and Applicant Information Services, U.S. Citizen and Immigration Services (Invited)
Lisa Ziehmann, Deputy Associate Administrator, Mission Support Directorate, Office of the Administrator, National Aeronautics and Space Administration (NASA) (Invited)
training credits
The individuals who successfully complete this program are eligible for 4 Continuous Learning Points (CLP).
Individuals seeking CLPs may obtain their CLPs by sending an email request to training @actiac.org.
cancellations
Registration cancellations made on or before October 29, 2020 will receive a refund. Registration fees are non-refundable starting October 30, 2020. Substitutions are available at any time for no fee. Cancellation requests must be submitted in writing to cmiller@actiac.org. Requests for cancellations will not be accepted by telephone.
Agenda
Agenda - By Date
Wednesday, November 18, 2020
Where we are Now? What Happened?
Keynote will be named shortly.
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.
Meddie Brown, Director, Public Experience Portfolio, Technology Transformation Services, General Services Administration (Invited)
Simchah Suveyke Bogin, Chief Customer Experience Officer, Department of Agriculture (Invited)
Barbara Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs (Invited)
Gary Washington, Chief Information Officer, Department of Agriculture (Invited)
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.
William "Bill" Hunt, Chief Enterprise Architect, United States Small Business Administration (Invited)
William Eggers, Executive Director, Center for Government Insights, Deloitte (Confirmed)
Charles Hardy, Chief Architect (Acting), General Services Administration (Invited)
Daniel Schuman, Policy Director, Demand Progress (Confirmed)
Lisa Ziehmann, Deputy Associate Administrator, Mission Support Directorate, Office of the Administrator, National Aeronautics and Space Administration (Invited)
Rick Parrish, Vice President and Principal Analyst, Forrester (Confirmed)
Thomas Romeo, General Manager, Maximus (Confirmed)
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?
Wendy Bhagat, Director, Awareness and Outreach Group, Office of Federal Student Aid, U.S. Department of Education (Invited)
Bill Donellan, Vice President Public Sector, Adobe (Confirmed)
Delany Gillman, Senior Digital Strategis, Granicus Expperience Group (Confirmed)
Courtney Winship, Chief, Digital Services Division, Office of Citizen and Applicant Information Services, U.S. Citizen and Immigration Service (Invited)
Presenter to be announced shortly.
Keynote to be announced shortly.
Thursday, November 19, 2020
The CX Road Ahead.
Maria Roat, Deputy Administrator and Deputy Federal Chief Information Officer, Office E-government and Information Technology, Office of Management and Budget (Invited)
Dominic Sale, Assistant Commissioner, Technology Transformation Services, General Services Administration (invited), Moderator
Stephen Buckner, Assistant Director, Communications Directorate, U.S. Census Bureau (Invited)
Sheila Campbell, Chief Technology Officer for Public Diplomacy, Department of State (Invited)
Amber Chaudhry, Customer Experience Lead, Small Business Administration (Invited)
Justin Herman, Global Head of Public Sector, Twilio (Confirmed)
William Sheridan, Customer and Analytics Insights, Amtrak (Confirmed)
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 (Invited) Moderator
Soraya Correa, Chief Procurement Officer, Department of Homeland Security (Confirmed)
Margie Graves, President and Chief Executive Officer, MH Graves Consulting (Confirmed)
Lt. Col Michael McDaniel, Deputy Chief Data Officer, U.S. Air Force (Invited)
David Shive, Chief Information Officer, General Services Administration (Invited)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget (Invited)
Customer Experience Recommendations to the Next Administration
Kathy Conrad, Director, Digital Government, Accenture Federal Services (Confirmed)
Robert Shea, National Managing Principal, Public Policy, Grant Thornton Public Sector (Confirmed)
Keynote
Chairs
Government Co-Chairs:
Bill Hunt, Chief Enterprise Architect, Office of the Chief Information Officer, U.S. Small Business Administration (Confirmed)
Crystal Philcox, Assistant Commissioner, Office of Enterprise Strategy Management, General Services Administration, Federal Acquisition Service (Confirmed)
Industry Co-Chairs
Martha Dorris, Founder, Dorris Consulting Inc. (DCI)
Charlotte Lee, Chief Executive Officer, Kastling Group
Sponsors
If you would like to sponsor the CX Summit, please contact Carol Miller, cmiller@actiac.org
Platinum Sponsors
GOLD SPONSOR
Silver Sponsors
Exhibitors
Media Partners
Privacy Statement and Disclosure
ACT-IAC complies with the requirements of data protection laws and the Privacy Act regarding the collection of personal data from event attendees, how the data will be used and/or if it will be shared. Please go to https://www.actiac.org/act-iac-privacy-statement for more details on how we comply. By registering for this event, as has been the practice for years, event sponsors are provided a directory of attendees which they agree not to use for mass marketing purposes. In addition, by visiting an exhibition booth, just as at past conferences your badge would have been scanned, your basic contact information will be provided to the exhibitor in case follow-up or additional information needs to be shared.