July 29 - 31, 2019
Washington, D.C.

Main Conference Day One

8:00 am - 8:45 am Registration and Breakfast

8:45 am - 8:50 am Conference Director’s Opening Remarks

8:50 am - 9:00 am Chair’s Opening Remarks

Chris Bagley, Principal and Customer Experience Lead at Booz Allen Hamilton

Chris Bagley

Principal and Customer Experience Lead
Booz Allen Hamilton

9:00 am - 9:45 am Managing Touchpoints to Protect the Journey to Service

- Mapping the Journey During the Design Process to Help Execute Service as Efficiently as Possible
- Facing Pain Points to Reduce Service Attrition
- Using Holistic Design Philosophies to Bring Service to Citizens Instead of the Other Way Around
Jacki Ponti, Chief Innovation Officer at USDA Dept of RD

Jacki Ponti

Chief Innovation Officer
USDA Dept of RD

9:45 am - 10:30 am Understanding and Closing Feedback Loops to Continuously Improve Citizen Experience

·         Collecting Valuable Information on Citizen-Agency Interactions
·         Using Journey Mapping Philosophy to Help Guide Citizens to Satisfaction
·         Understanding Citizen Pain Points First to Close Gaps 
Albert Eskalis, Office of Customer Service and Public Engagement at United States Citizenship and Immigration Service

Albert Eskalis

Office of Customer Service and Public Engagement
United States Citizenship and Immigration Service

10:30 am - 11:30 am Coffee Break & Demo Drive

11:30 am - 12:15 pm Using Open Data and Self Service as a Means to Provide Service and Cut Costs

·         Building Government Platforms where Self Service Will be the End Goal
·         Understand How Open Data can Create the Same Positive Feedback that a Serviced Process Would while Providing the Same Level of Citizen Service
·         Creating Paths and Journeys for Constituents to Self Service through Multiple Channels
o   Vennard Wright, CIO, WSSC
Vennard Wright, CIO at Washington Suburban Sanitation Commission

Vennard Wright

Washington Suburban Sanitation Commission

12:15 pm - 1:00 pm Using Modern Approaches to Enable the Front Lines of Contact to bring Amazing Service to Citizens

- Using FutureTech Systems to Maximize Organizational Impact
- Building Contact Centers to Create First Touch Success with Citizen Requests
- Cultivating a Citizen Centric Culture to Deliver Critical Missions

1:00 pm - 2:00 pm Lunch

2:00 pm - 3:30 pm Design Thinking: New Strategies to Design Citizen Centric Service Experiences

·         Changing Jargon to Plain Language to Meet Citizens Where they Are
·         Simplifying Roll Out Issues With Beta Testing
·         Changing Benchmarks and Standards to Follow new Goals

3:30 pm - 4:15 pm Consistency as a Key: How Establishing Uniform Standards, Aesthetics and User Paths Can Ease the User’s Experience

- Branding your Organization in both Cosmetic and Journey Design to Create User Familiarity
- Creating Standards Across Platforms and Channels to Reduce Citizen Confusion
- Enabling Design Teams to Ensure Consistency

4:15 pm - 5:00 pm Industry Case Study: Understanding How Lessons Learned in Ecommerce can be Used in Government

·         Optimizing commercial experiences for government
·         Grasping the culture and philosophy of top preforming private enterprises
·         Understanding the changes in citizen expectations

5:00 pm - 5:00 pm End of Day One