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Modernizing the Mission: Digital Experiences that Put People First

Modernizing the Mission: Digital Experiences that Put People First

Monday, October 21, 2019 - 10:30am to 11:30am
Themes Theatre
Mission Modernization

Government is changing. More and more leaders see customer experience (CX) as their northstar. 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.

Many CIOs and technology leaders face challenges with understanding how customer experience (CX) principles apply to their digital transformation initiatives. Technology cultures have often centered around selecting specific products or defining requirements for users, and terms like HCD, UX, UI, CX, and Customer Service can become confusing and redundant, leaving many leaders at analysis paralysis. Are all these items separate check list items to-do"; in an already overwhelming list of obligations? The answer: absolutely not. Customer Experience transformation is a philosophy and paradigm change that serves to clarify leadership challenges. It stems from a massive global shift from system-centered design to human-centered design. It applies at every level and type of problem solving. Today's modernization requires a new approach and CX is the framework for elevating technology centers from cost centers to mission solvers.

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

Jonathan Benett – Technical Director for Digital Government Solutions, Adobe

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

Amira Boland – Deputy Director, Office of Management and Budget (OMB)