Why Gov Needs a Holistic Approach to IT Modernization

Agencies across the federal government are embracing IT modernization mandates and directives. However, only modernizing one component in a silo will not make meaningful improvements, instead agencies need to modernize all of these pieces together to achieve success.

A holistic approach to IT modernization is the solution. That way agencies can significantly reduce duplicative work efforts resulting from redundant systems and ensure that the organization has sufficient IT capacity for the long term. But how do you do that?

Join us Wednesday, June 26 from 8-10:30 a.m. at the Grand Hyatt in Washington, D.C. for an interactive roundtable discussion on how a holistic IT modernization strategy that incorporates the network, security and the procurement of new technologies is the best approach for agencies.

Specifically, you’ll learn:

Best practices for implementing a holistic IT modernization approach at your agency.
The biggest procurement stumbling blocks agencies are facing when considering IT modernization.
Success stories from agencies that have been successful in implementing IT modernization efforts.

Please come with any questions you have about IT modernization. This event is first-come first-serve for government employees.

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You'll hear from:

Michael McFarland, Director, Acquisition Business Systems, Division of Acquisition, Assistant Secretary for Financial Resources, U.S. Department of Health and Human Services

Bill Zielinski, Acting Assistant Commissioner, Office of Information Technology Category, GSA

Jamie Baker, Senior Manager, Federal Civillian, Amazon Web Services

Steve LeFrancois, Public Sector CTO, Verizon

Agenda:

7:30-8:30 a.m. - Registration and Networking Breakfast
Grab your name badge, some breakfast and a hot cup of coffee while you meet your fellow govies and discussion participants.

8:30-10:00 a.m. - Facilitated Roundtable Discussion

10:00-10:30 a.m. - Optional Networking

Schedule

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

8:15 – 8:20 a.m.: Welcome Session

8:20 – 8:40 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'll hear how the General Services Administration is approaching CX modernization and the biggest barriers they face.

8:40 – 9:00 a.m.: Keynote: Embracing the 21st Century IDEA Act
Passed in December, the 21st Century Integrated Digital Experience (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.

Speaker: Dr. Lynda Davis, Chief Veterans Experience Officer, United States Department of Veterans Affairs

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.

Speaker: Lauren Alexanderson, Digital Services Expert, Veterans Affairs

Speaker: Alexis Bonnell, Chief Innovation Officer, USAID

Speaker: Technical Director for Digital Government Solutions, Adobe Systems Federal

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.

Speaker: David Herlihy, Head of Digital Innovation, Arlington County

Speaker: Angy Peterson, Vice President for Digital Engagement Services, Granicus

Speaker: Ben Cathers, Principal Solutions Consultant, Hootsuite

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.

Speaker: Kaegy Pabulos Starnes, Senior Manager, Mobile Experience, U.S. Department of Education

Speaker: Marcy Katz Jacobs, Executive Director, Digital Service at Department of Veterans Affairs - Currently on detail to the White House

Speaker: Bob Withers, Director, Public Sector, New Relic

Speaker: Joey Zumaya, Leader of Government Team, LinkedIn Learning, North America

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.

Speaker: Chad Sheridan, Chief Information Solutions Service Delivery and Operations Branch, USDA'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

Location

Address: Grand Hyatt: 1000 H St NW, Washington, DC 20001

Metro: The closest metro stop is Chinatown - Gallery Place on the blue, red, yellow and green 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.

Brought to you by:

GovLoop is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org.

In-Person Training