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Digital Services: Customer Experience

Event Date:
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Virtual event

Digital transformation across government has led to vast improvements in the quality of services delivered to Americans nationwide, and has helped provide special assistance amidst the pandemic. Hear from federal technology executives on how their agencies are implementing new digital services and expanding their capacities to provide the best user experience for millions of U.S. citizens.

Digital Services Series: Customer Experiences Event graphic
Agenda

Speakers / Panelists

  • Mike Hoffman
    Michael Hoffman President GovernmentCIO Media & Research

IT modernization across federal agencies has made it significantly easier to provide benefits quicker and more directly through digital services, a process that has become increasingly vital amidst the COVID-19 pandemic.

Speakers / Panelists

  • Dave Zvenyach
    Dave Zvenyach Deputy Commissioner, Federal Acquisition Service & Director, Technology Transformation Services GSA
  • Mike Hoffman
    Moderator: Michael Hoffman President GovernmentCIO Media & Research

Health-focused agencies have increasingly dedicated their efforts to wearables, custom devices, and other applications designed to provide a better, more personalized healthcare experience. Hear from agency leaders on how their departments are creating new services to improve patient outcomes and health care management for Americans nationwide.

Speakers / Panelists

  • Dr. Beth Ripley
    Dr. Beth Ripley Deputy Chief, Office of Healthcare Innovation and Learning VA
  • Megha Chokshi
    Moderator: Megha Chokshi Senior Vice President GovernmentCIO

Innovators of federal digital services rely on methodologies and strategies around concepts like human-centered design, agile and modern acquisition to deliver efficient and working solutions. All these must also take into account security and privacy. Leaders discuss what the optimal secure user experience looks like to ensure agency systems and data are safe.

Speakers / Panelists

  • Julia Elman
    Julia Elman Security Experience Lead for login.gov GSA
  • Dave Mazik
    Dave Mazik Director, Lighthouse API Program VA
  • Melissa Harris
    Moderator: Melissa Harris Staff Writer/Researcher GovernmentCIO Media & Research

As national and homeland security-focused agencies enhance their digital services portfolios, good customer service is an imperative. Hear from digital services leaders at ICE and the Air Force’s software development and acquisition unit, Kessel Run, about how they’re balancing national and homeland security concerns and innovative technologies while delivering superior customer service.

Speakers / Panelists

  • Purvi Desai
    Purvi Desai Chief, All Domain Common Platform, Kessel Run U.S. Air Force
  • Scott Kirby
    Scott Kirby Chief, Strategy and Operations Analysis Unit ICE
  • Kate Macri
    Moderator: Kate Macri Staff Writer/Researcher GovernmentCIO Media & Research

Many agencies have transitioned in-person processes to online applications. Hear from developers on how their organizations have begun to create new digital portals incorporating human-centered design to increase the convenience and ease of access for vital services while protecting information privacy.

Speakers / Panelists

  • Karen Howard
    Karen Howard Director, Office of Online Services IRS
  • Barbara Morton
    Barbara Morton Deputy Chief Veterans Experience Officer VA
  • Nico Papafil
    Nico Papafil Director, 10x GSA
  • Sarah Sybert
    Moderator: Sarah Sybert Staff Writer/Researcher GovernmentCIO Media & Research

Speakers / Panelists

  • Mike Hoffman
    Michael Hoffman President GovernmentCIO Media & Research
Speakers
  • Purvi Desai
    Purvi Desai Chief, All Domain Common Platform, Kessel Run, U.S. Air Force
  • Julia Elman
    Julia Elman Security Experience Lead for login.gov, GSA
  • Karen Howard
    Karen Howard Director, Office of Online Services, IRS
  • Barbara Morton
    Barbara Morton Deputy Chief Veterans Experience Officer, VA
  • Nico Papafil
    Nico Papafil Director, 10x, GSA
  • Dr. Beth Ripley
    Dr. Beth Ripley Deputy Chief, Office of Healthcare Innovation and Learning, VA
  • Mitch Winans
    Mitch Winans Senior Advisor, Enterprise Digitalization, IRS
  • Dave Zvenyach
    Dave Zvenyach Deputy Commissioner, Federal Acquisition Service & Director, Technology Transformation Services, GSA