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

Main Conference Day Two

8:00 am - 8:50 am Registration and Breakfast

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

9:00 am - 9:45 am What Industry Needs to Learn to Help Governments Build Amazing Citizen Service

•Rethinking Government-Industry Relationships
•Aligning Goals to Achieve Frist Rate Service 
•Utilizing Design Firms to Create Brands

Dorothy Aronson, Chief Information Officer at National Science Foundation

Dorothy Aronson

Chief Information Officer
National Science Foundation

9:45 am - 10:30 am Prioritizing Data Security to Ensure Buy-In in Citizen-Centric Digital Service

·         Communicating security measures to citizens to build trust
·         Creating data security standards to protect citizens
·         Using future technology like Blockchain to secure information in service design  communication methods to assure citizen service 

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

11:30 am - 12:15 pm How Establishing a Multi-Channel Contact Center Can Free up Emergency Contact Lines

- How Total Accessibility can help to Build Citizen-Government Trust
- Merging Contact Strategies Between Social Media, Text Message, Phone and Email
- Cultivating the Best Means For Citizen Contact
Stephen Williams, Director Emergency Communications & Citizen Services at City of Virginia Beach

Stephen Williams

Director Emergency Communications & Citizen Services
City of Virginia Beach

12:15 pm - 1:00 pm How Changes in Culture Can Lead to More Citizen Friendly Programs

- Defining Citizen Satisfaction as Goal Number One to Create Success from the Inside Out
- Understanding The Common Complaints that Citizens Have Regarding Working With the
Government and Using them To help Reimagine Service
- Building Teams that Are Citizen Centric to Their Cores 
Carlos Rivero, Chief Data Officer at Commonwealth of Virginia

Carlos Rivero

Chief Data Officer
Commonwealth of Virginia

1:00 pm - 2:00 pm Lunch

2:00 pm - 2:45 pm How Hiring Talent Can Help Fast Track Positive Results: The Innovation Lab Story

-Understanding the Markers of Top Tech Talent
- Comprehending the Drivers Needed to Bring them On Board
- Ensuring that the Work an Innovation Lab Is Doing is Meaningful and Achievable
Nigel Jacobs, Co-Chair at New Urban Mechanics

Nigel Jacobs

New Urban Mechanics

2:45 pm - 3:30 pm Omni-Channel Communication: How A/B Testing Can Make Sure that Agency Messages Land

- Utilizing First Class Techniques to Ensure Messaging Lands
- Understanding This Citizen Feedback to Consistently Learn More about Messaging best Practice
- Creating Multiple Messaging Plans to Reach Critical Populations

3:30 pm - 4:15 pm Using Smartphone Applications to Reach the Neediest of Communities

·         Cultivating data to understand which programs most need to be made mobile friendly
·         Respecting the citizen journey map within the parameters of the mobile platform
·         Understanding the benefits of using an app portal
·         Creating an application that shares the feel of organization owned web portals to build citizen familiarity

4:15 pm - 4:15 pm End of Day Two