Citizen Engagement and Experience Seminar

Everyone wants a seamless customer experience and to get the information they need quickly, easily, and in the mode that works best for them. And the government agrees.

In an effort to aid customer experience modernization, the White House released the “Delivering Government Solutions in the 21st Century, Reform Plan and Reorganization Recommendations” plan which outlines areas to be realigned to better serve constituents. How can agencies take advantage of the 21st Century IDEA to improve citizen experience (CX) and engagement?

Join GovLoop and Carahsoft on Tuesday, June 11 from 7:30am to 12:00pm at the JW Marriott Hotel in Washington, D.C., to hear from government and industry experts on how to transform CX and citizen engagement in your agency. Attendees can also earn up to three CPE credits.

Specifically, you’ll learn:

  • Insights from the 21st Century IDEA on how to realign agencies around mission to better serve citizens.
  • Insider tips on how to make CX a priority at your organization.
  • Concrete next steps to modernize your agency’s CX efforts.
  • Tools and technologies to help you on your CX journey.


7:30 – 8:15 a.m.: Registration and Breakfast

8:15 – 8:20 a.m.: Welcome Session

Speaker: Chris Dorobek, Moderator

8:20 – 8:40 a.m.: Keynote: Embracing the 21st Century IDEA
Passed in December, the 21st Century Integrated Digital Experience Act (IDEA) calls on agencies to make their CX experience much more inclusive and uniform. The Act also requires agencies to meet particular CX goals but certain deadlines. So how are agencies doing? In this engaging keynote, you will hear from one agency leading the charge, the Veterans Affairs Department, in transforming CX in government.

cx2.pngSpeaker: Barbara Morton, Deputy Chief Veterans Experience Office, Department of Veterans Affairs

8:40 – 9:00 a.m.: Keynote: Setting the Groundwork: The State of Government CX
Governments are transforming the way they are engaging with their customers. They are embracing digital services, automation and workforce training to better meet the needs of the citizens they serve. So what is the current state of government customer experience? In this engaging keynote, you will hear how the National Science Foundation is approaching CX modernization and the biggest barriers they face.

cx2.pngSpeaker: Dorothy Aronson, Chief Information Officer, National Science Foundation

9:00 – 9:40 a.m.: Panel: Understanding Government's Biggest CX Challenges
GovLoop and Carahsoft partnered to survey the government community to learn the biggest challenges in CX. The survey asked, what tools and resources are most in-demand, what are the biggest workforce barriers, and how can fixing external CX impact the internal team in government? In this engaging panel with government and industry experts, you'll hear how they would respond to these survey questions and how they overcame barriers.

cx2.pngSpeaker: Lauren Alexanderson, Digital Services Expert, Department of Veterans Affairs

cx2.pngSpeaker: Alexis Bonnell, Chief Innovation Officer, United States Agency for International Development

cx2.pngSpeaker: Jonathan Benett, Technical Director for Digital Government Solutions, Adobe Systems Federal

cx2.pngSpeaker: Nicole Blake Johnson, Managing Editor, GovLoop

9:40 – 10:15 a.m.: Panel: CX Improvements in Action
What does success in CX look like? In this panel discussion, you will hear from government and industry experts about their own CX journeys and how they overcame challenges around technology, lack of resources, culture and more. You'll also learn specific best practices that helped them on their journey to improve.

cx1.pngSpeaker: David Herlihy, Head of Digital Innovation, Arlington County

cx1.pngSpeaker: Angy Peterson, Vice President for Digital Engagement Services, Granicus

cx1.pngSpeaker: Ben Cathers, Principal Solutions Consultant, Hootsuite

cx1.pngSpeaker: Courtney Winship, Chief of the Digital Services Division, Office of Citizenship & Applicant Information Services, U.S. Citizenship & Immigration Services

10:15 – 10:45 a.m.: Break

10:45 – 11:25 a.m.: Panel: Improving CX from the Inside
The mission of government is to serve customers, but how does transforming CX for customers impact internal government teams? What are the tools and resources they need to make these implementations? How can the workforce be properly trained to meet these new customer expectations? In this engaging panel, you'll hear from government and industry experts about how their teams have been impacted by CX best practices.

cx1.pngSpeaker: Kaegy Pabulos Starnes, Senior Manager, Mobile Experience, Department of Education

cx1.pngSpeaker: Marcy Katz Jacobs, Executive Director, Digital Service at Department of Veterans Affairs

cx1.pngSpeaker: Bob Withers, Director, Public Sector, New Relic

cx1.pngSpeaker: Michele Galvin, Senior Federal Representative, LinkedIn Learning

11:25 – 11:45 a.m.: Closing Keynote: What’s next for Gov CX?

Customer demands are always evolving, so how fo you and your agency keep up? In this closing keynote, you'll hear from the USDA about what's on the horizon for their CX journey.

cx1.pngSpeaker: Chad Sheridan, Chief Information Solutions Service Delivery and Operations Branch, Department of Agriculture's Farm Production and Conservation Mission Area's Business Center

11:45 – 11:50 a.m.: Closing Thoughts

11:50 a.m. – 12:15 p.m.: Networking


1331 Pennsylvania Ave NW, Washington, DC 20004

Metro: The closest metro stop is Federal Triangle on the blue, orange and silver lines.

Parking: There are several public parking garages within a few blocks of the hotel, as well as metered street parking. The cost of parking is not covered in your registration.