Gov CX Virtual Summit

In order to understand new technologies, processes and best practices around the citizen experience (CX), you’re invited to participate in GovLoop and Carahsoft’s free Government CX Virtual Summit – Putting the Citizen First on Wednesday, March 20th from 10 a.m.-4 .p.m. ET/7 a.m.-1 p.m. PT. You’ll hear from government and industry experts about how to enhance your organization’s citizen engagement and customer experience.

Government agencies at all levels are making inroads into understanding and providing better customer service both to citizens and internal employees. But significant challenges still remain. Agencies must operate on tighter budgets and with smaller staffs. In addition, today’s citizens and stakeholders demand fast, accurate answers from government and easy-to-follow online interactions, and they clearly express their dissatisfaction if those expectations are not met.

On top of that, citizens expect to be able to interact with agencies through a myriad of communications channels, including phone, email, websites, mobile devices, social media and more.

But despite these significant obstacles, government is rising to the customer experience challenge in large part by investing in technologies that can help.

What Past Attendees Are Saying:

"This was my first vitual summit and I enjoyed the flexibility to multitask from my office, yet felt like I could interact and participate as-if I were attending in person. Thanks for making this possible!"
- D. Durbin, Associate Director of Business, Mid-East Ohio Regional Council

"I cannot say enough how much I am enjoying this virtual summit. Relevant and forward thinking."
- L. McAdams, Program Technician, USDA

"I appreciate all the available resources today, thank you!"
- E. Britnell, Senior Analyst, Town of Caledon

Virtual Summit Schedule

Attendees can earn up to five CPEs. Please refer to the schedule below to see which sessions qualify for CPE credit.

9:45 a.m. ET/6:45 a.m. PT: Virtual Environment is Open!
Stop by the booths to learn about different resources to help meet your citizen experience objectives.

10:30-10:50 a.m. ET/7:30-7:50 a.m. PT
Opening Keynote Session: Government Made Easier - Improving the Mobile Customer Experience

Speaker: Jacob Parcell, General Services Administration, Acting Director, Innovation Portfolio

11:00-11:50 a.m. ET /8:00-8:50 a.m. PT
Session 1: Reimagine Government: Integrated Digital Experiences That Put People First
Session attendees can earn one CPE.
Speakers: Jonathan Benett, Technical Director for Digital Government Solutions, Adobe
Kelly Olson, Head of Industry Strategy & Marketing, Adobe
Jennifer Plozai, Head of External Affairs, National Science Foundation

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

Join leaders from federal government and Adobe's Public Sector practices as we discuss what the modern customer experience means for government, and the opportunity to turn public services into simples, seamless experiences, hear stories from federal agency leaders who have successfully improve digital processes and experiences by establishing solid digital foundations, learn why the 21st Century IDEA Act is a game changer for government's experience leaders and explore best practices for citizen and community engagement across digital platforms.

12:00 -12:50 a.m. ET/9:00-9:50 a.m. PT
Session 2: Make a Bigger Impact With Better Communication
Session attendees can earn one CPE.
Speakers: David A. Etienne, Director of Marketing & Communications, Metro, Cincinnati, Ohio
Shawn Pillow, Director of Sales Enablement, Granicus

Cincinnati's transit system needed a way to quickly update rides on detours and delays. That's why they launched Cincy EZAlerts, an email and SMS alerts system that allows customers to opt in to receive route updates directly to their phone. Now fewer people are asking, "Where's my bus?"

Government organizations of all types and sizes can benefit from communication directly with citizens.

Learn how communication tools like the govDelivery solution can help your organization work more efficiently and improve outcomes.

1:00-1:20 p.m. ET/10:00-10:20 a.m. PT
Lunch Break

1:30-2:20 p.m. ET/10:30-11:20 a.m. PT 
Session 3: Modern Digital Services to the Citizen With Transparency and Measurement
Session attendees can earn one CPE.

Speakers: Surendra Babu, Information System Security Manager & Information System Security Officer, Dept of Education
Frank Konieczny, Chief Technology Officer, Office of Information Dominance and Chief Information Officer, Office of the Secretary of the Air Force
Bob Withers, Director of Public Sector, New Relic
Cathleen Tracy, PMP, Web Content Management as a Service Owner, Enterprise Content Deliver as a Service Owner, Enterprise Platform Software and Services, Information Sharing and Services Office, Department of Homeland Security, Office of the Chief Information Officer

As agencies move more and more of their citizen interactions to the web and mobile applications, the digital citizen experience increasingly becomes the primary way they interact with their citizens and employees. But to truly grasp the importance of delivering a great digital customer experience, you have to understand exactly what the term means, what dimensions compose a digital customer experience, and how the qualitative and quantitative data obtained in the process provides truly valuable insights for measuring, improving and reporting.

Explore how to deliver seamless modern digital services to the citizen with transparency. 

2:30-3:20 p.m. ET/11:30am-12:20 p.m. PT
Session 4: Putting the Citizen First on Social Media: 5 Essentials for Governments
Session attendees can earn one CPE.

Speakers: Morgan Zerr, Senior Business Value Analyst, Hootsuite
Warren Kagarise, Digital Engagement Manager, King County, WA

Social media enables government agencies - from local to national - to better inform the communities they serve. What does this mean and why is it important? Governments have long posted to social media, leveraging the power of the digital bulletin board to publicize updates. Now, innovative agencies are embarking on a journey to do more: using social media to engage and meet the digital expectations of today's citizen to deliver on important agency-wide citizen experience objectives.

In this session, we'll discuss the five key principles for putting citizens first on social media. Specifically, you will learn about the importance of content formats and social advertising options, see some leading examples in action and come away with a robust understanding of how to start measuring and building on the success of your own initiatives. 

3:20-4:00 p.m. ET/12:20 a.m.-1:00 p.m. PT
Last Chance Swag
Session attendees can earn one CPE.

Last Chance Swag! Stop by the booths in the Innovation Center to download resources on improving your internal and external communications, revamping your websites, using electronic signatures, how to leverage the cloud and more.


Why should you take time out of your day to attend?

  • Earn up to four continuing professional education (CPE) credits in specialized knowledge.
  • Grow your network by connecting virtually with your government peers and industry experts.
  • Get access to more than 100 downloadable CX resources.
  • Win awesome swag by being active in the virtual environment.
  • Chat with GovLoop and learn how our free resources can open up a new world of learning.