On February 28th, FCW held its Citizen Engagement Summit , focused on reengineering systems, policies, and processes used to improve an organization’s ability to manage and deliver services across multiple channels. If you missed the Conference, you can download additional content below to learn more about this topic.

Improving Citizen Engagement: How to Meet Rising Expectations

Positive interactions between citizens and government agencies don’t happen without some forethought and effort, especially where technology is concerned. Citizens interacting with the government expect the same type of service they receive from online commercial companies: fast, easy, and user-friendly. Can agencies deliver? At a recent Citizen Engagement Summit, government and industry experts discussed best methods. Read more for the Rules of Engagement on interacting with citizen customers.


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
8:35 am - 9:05 am Session 1 : Opening Government Keynote | Securing the Digital Transformation

Sponsored By: BMC

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 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: Granicus | Carahsoft

10:35 am - 11:15 am Session 4: Government & Industry Panel 2 | Incorporating Citizen Engagement into an IT Modernization Strategy
  • Mark Busby Chief Technology Officer National Archives and Records Administration
  • Peter Durand Vice President, Federal Sector Acquia
  • Melonie Parker-Hill Division Chief, Enterprise Operations Center U.S. Department of State
  • Aaron Wieczorek Digital Services Expert United States Digital Service’s Department of Veterans Affairs

Sponsored By: Acquia

11:15 am - 11:55 am Session 5: Fireside Chat | Next-Generation Citizen Engagement
  • Glenn Cross VP of NA Marketing Dynatrace
  • Corry Robb Product Design Lead, Office of GEOINT Service National Geospatial-Intelligence Agency (NGA)
  • Anne Armstrong Chief Content and Alliance Officer Public Sector 360

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 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

12:55 pm - 1:25 pm Session 7: Afternoon Government Keynote | Collaborate for Improved Engagement

Sponsored By: Hootsuite

1:25 pm - 1:55 pm Session 8: Where to find that digital talent: Fellowships, details and other ways agencies can access hard-to-hire expertise
  • Benjamin Scribner Director of Outreach for the Cybersecurity Education and Awareness Branch Department of Homeland Security
1:55 pm - 2:00 pm Closing Remarks

Wednesday, October 10, 2018


  • GDIT
  • Acquia
  • BMC
  • Nuxeo
  • Dynatrace
  • Hootsuite
  • Carahsoft_Granicus