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CX Summit 2020

2020-11-18 08:00:00 2021-11-19 14:00:00 America/New_York CX Summit 2020 See more details at: https://www.actiac.org/events/cx-summit-2020 ON DEMAND, , ,
Venue Address: 
ON DEMAND

On Demand: 
Government: $0.00
IAC Member: $50.00
Non Member: $50.00

 

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Gold Sponsors
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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 International

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 from case studies of where services have been improved
  • Understand how collaboration between information technologists, data officers and mission programs can improve services  

 

keynotes

Don Kettl, Professor, LBJ School at The University of Texas at Austin, (Confirmed)
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 (Confirmed)
Maria Roat,  Deputy Federal Chief Information Officer, Office of E-government and Information Technology, Office of Management and Budget (Confirmed)

presenters

Wendy Bhagat, Director, Awareness and Outreach Group, Office of Federal Student Aid, U.S. Department of Education (Confirmed)
Nina Bianchi, Chief of People and Culture OIMT, Food and Drug Administrtion, Department of Health and Human Services (Confirmed)
Meddie Brown, Director, Public Experience Portfolio, Technology Transformation Services, General Services Administration (Confirmed)
Simchah Suveyke-Bogin, Chief Customer Experience Officer, Department of Agriculture (Confirmed)
Amira Boland, Lead, Customer Experience and GEAR Center, Office of Performance and Personnel Management, Office of Management and Budget (Confirmed)
Sheila Campbell, Chief Technology Officer for Public Diplomacy, Department of State (Confirmed)
Amber Chaudhry, Customer Experience Lead, Small Business Administration (Invited)
Andrew Chiu, Director, Product Management and User Experience Design, Internal Revenue Service (IRS) (Confirmed)
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)
Martha Dorris, Chief Executive Officer, Dorris Consulting International (Confirmed)
William Eggers, Executive Director, Center for Government Insights, Deloitte (Confirmed)
Nicole French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security (Confirmed)
Airis Gill, Director of Management, Planning and Analysis, Veterans Experience Office, Department of Veterans Affairs (Invited)
Delaney Gilman, 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)
Bill Hunt, Chief Enterprise Architect, United States Small Business Administration (Invited)
Denise Kitts, Chief Technology Officer, Department of Veterans Affairs (Confirmed)
Ryan Korn, Insight Manager, Small Business Administration (Confirmed)
Charlotte Lee, Chief Executive Officer, The Kastling Group
Lt. Col Michael McDaniel, Deputy Chief Data Officer, Department of Air Force (Confirmed)
Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (Confirmed)
Rick Parrish, Vice President and Principal Analyst, Forrester (Confirmed)
Crystal Philcox, Assistant Commissioner, Office of Enterprise Strategy Management, Federal Acquisition Services, General Service Administration (Confirmed)
Thomas Romeo, President and General Manager, Maximus Federal Services (Confirmed)
Dominic Sale, Assistant Commissioner, Technology Transformation Services, General Service Administration (Confirmed)
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)
Gary Washington, Chief Information Officer, Department of Agriculture (Confirmed)
Courtney Winship, Chief, Digital Services Services Division, Office of Citizen and Applicant Information Services, U.S. Citizen and Immigration Services (Confirmed)
Lisa Wolfisch, Chief, Center for New Media and Promotion, U.S. Census Bureau, U.S. Department of Commerce (Confirmed)
Lisa Ziehmann, Deputy Associate Administrator, Mission Support Directorate, Office of the Administrator, National Aeronautics and Space Administration (NASA) (Confirmed)
 

training credits

The individuals who successfully complete this program are eligible for 8 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 [email protected].  Requests for cancellations will not be accepted by telephone.

Agenda

Agenda - By Date

Wednesday, November 18, 2020

7:50 am to 8:30 am
Introductory Remarks and Keynote

Where we are Now?  What Happened?

Don Kettl, Professor, LBJ School at the University of Texas at Austin 

8:45 am to 9:45 am
Crisis Response in 2020 - Turning Obstacles into Opportunities

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 
 

 

9:55 am to 10:10 am
Ted Talk Presentation: Partnering with Government to Deliver in Times of Crisis

Tom Romeo, President and General Manager, Maximus Federal Services

10:10 am to 10:25 am
Ted Talk Type Presentation - State of GovCX in 2020

State of GovCX in 2020

Rick Parrish, Vice President and Principal Analyst, Forrester 
 

10:25 am to 10:40 am
BREAK - Visit Partner Pavilion, Resource Center, and Lounge
10:40 am to 11:40 am
Future of Work - How Employee Experience Drives CX

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 

11:55 am to 12:55 pm
End-to-End Digital Services, All the Components of Creating the "Wow" Experience

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 
 

1:10 pm to 1:25 pm
Ted Talk Type Presentation

Strategy and plans for Customer experience in 2020 and 2021

Bill Eggers, Executive Director, Deloitte Center for Government Insights, Deloitte 

1:25 pm to 1:55 pm
Keynote

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 

Thursday, November 19, 2020

7:50 am to 8:30 am
Welcome to Day Two and Keynote

The CX Road Ahead.

Maria Roat, Deputy Federal Chief Information Officer, Office E-government and Information Technology, Office of Management and Budget 

8:45 am to 9:45 am
Case Studies of Transformed Services Through the Use of Emerging Technologies and/or Policy Changes

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

9:45 am to 10:00 am
BREAK - Visit Partner Pavilion, Resource Center and Lounge
10:00 am to 11:00 am
Breaking Down the Silos in the C-Suite

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 
 

11:15 am to 12:00 pm
Integrating Customer Feedback, Employee Engagement and Administrative Data to Make Decisions

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 

12:15 pm to 12:55 pm
Closing Fireside Chat

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 

Keynote

Maria Roat
Deputy Federal Chief Information Officer, Office of the Chief Information Officer, Office of Management and Budget (OMB)
Donald F. Kettl
Donald F. Kettl
Sid Richardson Professor, LBJ School of Public Affairs, University of Texas at Austin
Mathew Lira
Mathew Lira
Special Assistant to the President for Innovation Policy and Initiatives

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, [email protected]
 

Gigabyte Platinum

 

Platinum Sponsors
                  

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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.