About the Summit

The concept of citizen engagement involves more than offering web-based services to the public. It’s about reengineering systems, policies, and processes to improve an organization’s ability to manage and deliver services across multiple channels. It’s not just about “digital” government. It’s about better government.

In practice, citizen engagement serves as a lens through which to evaluate how agencies deliver on their mission.

  • How well do they understand what services constituents require—and how they want to access those services?
  • To what extent are the underlying systems architected to help constituents navigate the services?
  • How quickly can they develop new services—and how do they ensure that those services meet both internal and external expectations?
  • And what tools do they provide to employees to help them work together more effectively to serve the public?

This event will discuss best practices and emerging strategies for making tactical and systemic changes that can improve the performance, manageability and effectiveness of citizen services.

Potential topics addressed include:

  • New federal initiatives for improving customer service and citizen engagement
  • Application platform-as-a-service (aPaaS)
  • Strategies for increasing the quality of citizen interaction
  • Security essentials in a digital age
  • Leveraging open source
  • Solutions for agencies to achieve digital transformation
  • Cloud-based management systems
  • The role of Agile and DevOps in service delivery
  • Data analytics for customer service
  • Fostering collaboration among agency employees
  • Incorporating citizen engagement in an IT modernization strategy
  • New approaches to user-centered design


Wednesday, February 28, 2018

7 AM
8 AM
9 AM
10 AM
11 AM
12 PM
1 PM
8:30 am - 8:35 am Opening Remarks
9:05 am - 9:45 am Session 2 : Government & Industry Panel 1 | Strategies & Technologies to Improve Citizen Services
  • Alexis Bonnell Chief, Applied Innovation & Acceleration
    USAID Global Development Lab
    United States Agency for International Development
  • Evan Davis Vice President, Strategy and Lean Management, General Dynamics Information Technology
  • Bernetta Reese Digital Manager, Office of Communications United States Department of Agriculture
  • Erica Roberts (Invited) Public and Citizen Engagement Advisor
    Veterans' Employment and Training Service (VETS)
    U.S. Department of Labor

Sponsored By: General Dynamics Information Technology

9:45 am - 10:05 am Networking Break
10:05 am - 10:35 am Session 3 : Using Robust Analytics to Unleash Data Stores

Sponsored By: Carahsoft

10:35 am - 11:15 am Session 4: Government & Industry Panel 2 | Incorporating Citizen Engagement into an IT Modernization Strategy

Sponsored By: Acquia

11:15 am - 11:55 am Session 5: Fireside Chat | Next-Generation Citizen Engagement

Sponsored By: Dynatrace

11:55 am - 12:15 pm Lunch & Networking
12:15 pm - 12:55 pm Session 6 : Government & Industry Panel 3 | Insights and Solutions for Agencies to Achieve Digital Transformation
  • Larry Gillick Deputy Director of Digital Strategy Department of the Interior
  • Jacob Parcell (Invited) Director, Mobile Program, GSA Technology Transformation Service U.S. General Services Administration
  • Julie Rushin Consultant for Tax Administration and Tax IT; Former Deputy CIO for Operations Support, IRS; Former Director of the Business Modernization Office, IRS
  • Lisa Wolfisch Deputy Director, Center for New Media and Promotion U.S. Census Bureau

Sponsored By: Nuxeo

1:55 pm - 2:00 pm Closing Remarks


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  • GDIT
  • Acquia
  • BMC
  • Nuxeo
  • Dynatrace
  • Hootsuite
  • Carahsoft