Delivering Smarter Digital Services

Example Track 1

Fireside Chat: Creating the Ultimate Government Experience

Feb 27, 2019

10:55 am - 11:25 am

Kim Baldwin-Sparks

Associate Commissioner for the Office of Electronic Services and Technology

Social Security Administration

Glenn Cross

VP of NA Marketing


Many factors can play into a person’s experience engaging with a government office. Did they find the information they needed? Were their questions answered? Did it go quickly and smoothly? Technology has a leading role in customer engagement, whether the customer’s first engagement is online or working their way through an automated phone system. In this session, we’ll discuss how agencies can pull the pieces together to give the best-possible customer experience.

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