The Digital Citizen Summit

Digital services are here for the long-haul, and the federal government must act fast to keep pace.

What’s the checklist government must follow to ensure a digital-first organization and better serve the citizen? From the design of a mobile application to creating an open dialogue with users to better understand how tools and services are used, an agency must take a 360-degree approach to building out their various digital services to meet the needs of their organization and the public.

Join Government Executive at our 2018 Digital Citizen Summit to hear from leaders who have transformed the way their services are designed, delivered, and perceived, all with an eye towards championing their customers -- the citizens who use their services everyday.

During this event, we explored:

User-centric design and how it can positively impact the perception and use of your public-facing services
The effectiveness of personalization to tailor a digital experience for a user based upon an individual’s needs
The importance of building and maintaining a relationship with your customers through ongoing digital touchpoints
How transforming digital services can not only impact service-delivery, but also create efficiencies and reduce costs


	Opening Remarks
	Driving ROI by Repairing Broken Experiences Celika Caldwell, Vice President, AARP Experience Design, AARP Michelle Musgrove, Vice President, AARP Experience Strategy and Governance, AARP
	Delivering Experiences that Count Session Produced by our Underwriter Adobe Sean Howard, Global Managing Director, WPP Government & Public Sector Practice
	Prioritizing User Experience & Design panel discussion With agencies working to overhaul old technology, improving the user experience using the latest resources is a top priority for federal leaders. But some are still struggling to overhaul old websites and tools to meet the changing needs of citizens. We’ll sit down with UX experts to discuss their strategies for improving website functionality and product design to create a seamless online and offline experience for customers. Michael Lin, Chief, User Experience & Design, Office of Online Services, Internal Revenue Service Corry Robb, Product Design Lead, Office of GEOINT Services, National Geospatial-Intelligence Agency Chad Sheridan, Chief Information Officer, Risk Management Agency, Department of Agriculture Simchah Suveyke-Bogin, Customer Experience Specialist, GSA Moderated by: Frank Konkel, Executive Editor, Nextgov
	Engaging the Citizen panel discussion Maintaining a relationship with the citizen is one of the keys to success for any public-facing agency. From mobile apps to social media, there are now more opportunities than ever before to connect with the public and build personalized experiences for users. This panel will explore strategies for creating a seamless citizen journey through citizen engagement, personalization, and more. Carol Crawford, Chief, Digital Media Branch, Division of Public Affairs, Centers for Disease Control and Prevention Lori Lawson, Digital Engagement Specialist, Department of State Bureau of Consular Affairs Raymond Piper, Social and Mobile Team Lead, Federal Emergency Management Agency Moderated by: Aaron Boyd, Senior Editor, Technology & Events, Nextgov
	Government CX: Where are we today? Predictions for 2018 Session Produced by our Underwriter Adobe Martha Dorris, Founder, Dorris Consulting International
	Closing Fireside Chat Kate Zwaard, Director of Digital Strategy, Library of Congress Moderated by: Aaron Boyd, Senior Editor, Technology & Events, Nextgov
	Closing Remarks