Citizen Experience Seminar
The 10th Annual Citizen Experience Seminar is back, and this year being held live, online! A decade in, customer experience (CX) and citizen engagement are a higher priority across governments than ever before.
While governments have made significant strides in minimizing the gap between private and public sector CX, there is still a call to action to improve communication and interactions, increase accessibility, modernize infrastructure and digital services, and overall prioritize the citizen’s experience.
CX initiatives have helped prioritize agencies' focus and goals around CX, including federal legislation like OMB Circular A-11 Section 280, the President’s Management Agenda (PMA), and the 21st Century Integrated Digital Experience Act (IDEA), as well as similar state and local initiatives like New York City’s BetaNYC’s Digital Roadmap and Oregon's SB 240 which direct state and local agencies to use electronic records and signatures. But the personnel and agencies tasked to meet these goals face digital transformation, adaptation, measurement, and other challenges along the road to exceptional CX.
Join us, your peers from federal, state, and local governments, and industry experts for a day of innovation, insights, and information sharing on government CX. Specifically, we will discuss:
- Improving information sharing between agencies and citizens
- The importance of digital processes and services
- Personalizing experiences to drive engagement
- Steps you can take today to move towards meeting legislative mandates, like the 21st Century IDEA
- Harnessing data and analytics to improve CX
- How to make CX a priority at your agency
- How the COVID-19 pandemic is affecting government CX
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