G. Nagesh Rao
Director of Business Technology Solutions (BiTS)
U.S. Small Business Administration
Lead, Customer Experience Center of Excellence, Technology Transformation Services
U.S. General Services Administration
[Pending Agency Approval]
Consumers’ interactions with private-sector technology companies – e-tail, social media, ride sharing apps, streaming media – inform expectations for their public-sector experiences. Too often, however, citizens’ perceptions of actual interactions with government are stuck in stereotype: long lines at the Department of Transportation, audit-minded IRS agents and the bewildering, interminable process of applying for a government job. Panelists will consider steps agencies can take to close the perception gap.