Technology is changing the way government interacts with the citizens it serves, offering new tools, techniques, and frameworks. We explored these changing dynamics and took a look at case studies from agencies and teams who have transformed the way their services are designed, delivered, and perceived, all with an eye towards championing their customers — the citizens and people who use their services.
|8:15 - 8:20a.m.||Opening Remarks
|8:20 - 8:55a.m.||Opening Panel Discussion: Where UX is Winning Government|
|A holistic approach to customer service requires an informed emphasis on user experience. From the design and delivery of an application or service, to analytics that drive design decisions and reveal what customers stakeholders really need and how they actually use those tools, agencies must take a 360-degree approach to the customer journey. This panel will highlight how UX is transforming the way government delivers and makes improvements.
|8:55 - 9:10a.m.||Session Presented by Accenture|
|Empowering Student Borrowers with Human-Centered Design/Service Design
Studentloans.gov is a one stop shop for students and their families to complete online processes they need to understand their loans and avoid default. To meet the needs of their diverse customers, the Department of Education’s Federal Student Aid office took advantage of human-centered design/service design to create an intuitive, mobile-first user experience and powerful loan repayment tool that is lowering costs for many students. Learn first-hand how they are empowering borrowers with great design.
|9:10 - 9:25a.m.||Industry Perspective Case Study
|9:25 - 10:00a.m.||Panel Discussion: #Government - Engaging the Citizen|
|What can government do for you? As government improves the delivery of its services, it must also ensure that citizens/customers understand what’s possible. In this panel, we’ll discuss what agencies are doing to engage the public, change perceptions of agencies or programs, and accelerate adoption to achieve their mission.
|10:00 - 10:15a.m.||Stretch Break|
|10:15 - 10:30a.m.||Case Study: Insights into the Connected Citizens Program
|10:30 - 10:45a.m.||Session Presented by Accenture|
|Today’s Digital Citizen, Tomorrow’s Digital Reality
New research finds that 85% of U.S. citizens expect government digital services to meet or exceed commercial standards. Are federal agencies prepared to deliver? The shift to digital will require agencies to prepare for an era of near constant and rapid change. Creating a digital culture and empowering employees using emerging technologies is fundamental to becoming a digital agency and consistently meeting these heightened expectations.
|10:45 - 11:20a.m.||Panel Discussion: Digital Government in America and Abroad|
|In this panel, we’ll convene leaders in digital government from around the world to discuss varying ways other nations have approached delivering digital services to their customers. We’ll also discuss U.S. leadership efforts to advance digital government here at home.
|11:20 - 11:35a.m.||Case Study: CX In the New Administration
Government Executive is government's business news daily and the premier digital destination for senior leaders in the federal government's departments and agencies. Our readers are the high-ranking civilian and military officials who are responsible for defending the nation and carrying out the laws that define the government's role in our economy and society.