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Integrated Digital Experiences that Put People First

Integrated Digital Experiences that Put People First

Monday, October 21, 2019 - 1:45pm to 2:45pm
Themes Theatre
Mission Modernization
CX

Government is changing. More and more leaders see customer experience (CX) as their north star. Whether it’s modernizing citizen-facing websites and digital services, integrating complex outreach campaigns across multiple systems of record, or increasing efficiency for the IT and digital teams who manage and author content at scale, these leaders are prioritizing experience design that puts people first. They share a vision of a modernized, customer-centric government creating the efficient, integrated digital experiences that everyone expects today. Thankfully our Nation’s leaders in both the Executive and Legislative branch also care about transforming government CX and have prioritized it in the President’s Management Agenda (PMA) CAP Goal #4 as well as bi-partisan legislation such as the Connected Government Act and the 21st Century Integrated Digital Experience Act (IDEA) to help.

Learning Objectives:

  • Understanding of what modern customer experience means for government, and the opportunity to turn public services into simpler, seamless experiences.
  • What does an integrated digital experience look like for citizens and government employees
  • Stories from state and federal agency leaders who have successfully improved digital processes and experiences by establishing solid digital foundations
  • Best practices for citizen and community engagement across digital platforms
Speakers: 

Jonathan Benett – Technical Director for Digital Government Solutions, Adobe

Marcy Jacobs – Associate Partner, McKinsey & Company

Michelle D. Cartagena – Director, Customer Service, Transportation Security Administration

Courtney A. Winship – Chief, Digital Services Division, Citizenship & Immigration Services

David Ellison – Deputy Program Officer for SSA’s IT Modernization Effort, Social Security Administration

Jennifer Hill – Management and Program Analyst, Bureau of Fiscal Service