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