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#DigitalCitizenSummit18

 

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.

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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

Agenda

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

Speakers

Celika Caldwell

Vice President,
AARP Experience Design, AARP
@AARP

Carol Crawford

Chief, Digital Media Branch,
Division of Public Affairs,
Centers for Disease Control and Prevention
 @CDCgov

Lori Lawson

Digital Engagement Specialist,
Department of State
Bureau of Consular Affairs
@L_x_3

Michael Lin 

Chief, User Experience & Design, Office of Online Services,
Internal Revenue Service
@IRSnews

Michelle Musgrove

Vice President,
AARP Experience Strategy and Governance, AARP
@AARP

Raymond Piper

Social and Mobile Team Lead, Federal Emergency Management Agency
@fema

Corry Robb

Product Design Lead,
Office of GEOINT Services,
National Geospatial-Intelligence Agency
@NGA_GEOINT

Chad Sheridan

Chief Information Officer, Risk Management Agency,
Department of Agriculture
@cfshoo

Simchah Suveyke-Bogin

Customer Experience Specialist,
GSA
@USGSA

Kate Zwaard

Director of Digital Strategy,
Library of Congress
@kzwa

Aaron Boyd

Senior Editor, Technology & Events, Nextgov
@Federal_IT

Frank Konkel

Executive Editor, Nextgov
@Frank_Konkel

Martha Dorris

Founder,
Dorris Consulting International
@USAGCXGal

Sean Howard

Global Managing Director,
WPP Government & Public Sector Practice
@WPP_Govt

Watch Now

Resources

Driving ROI by Repairing Broken Experiences presentation

Delivering Experiences that Count presentation

Government CX: Where are we today? Predictions for 2018 presentation

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