Delivering Smarter Digital Services

Featured Speakers

Citizen engagement is both a science and an art. Successful efforts are measurable, data-rich and mission driven, but truly connecting with end users requires skills and mindsets that can remain elusive for many agencies.

Overcoming those obstacles is essential, and government’s customers -- external and internal -- now take it for granted that services should be available at any time, from any device, and through multiple channels. Top leaders across government have similar expectations. In fact, the President’s Management Agenda declared that “meeting customer expectations, keeping sensitive data and systems secure, and ensuring responsive, multi-channel access to services are all critical parts of the vision for modern government.”

To meet expectations, agencies must assemble the tools, talent and knowledge of user needs to deliver intelligent and efficient digital services. At this event, engagement experts from both government and industry will explore how agencies can meet these demands and transform their relationship with the digital citizen.

Topics addressed include:

  • Managing digital services across multiple channels
  • Tailoring digital services for the mobile user
  • Data’s role in user-centric design
  • The role of self-service in a digital services strategy
  • Securing the digital transformation
  • The evolution of citizen relationship management
  • Building the business case for citizen engagement
  • Learning from state & local success stories
  • Shared digital services and interagency resources

Event Information

Citizen Engagement

7:30 AM - 1:55 PM

February 27, 2019
The Mayflower Hotel
Washington, DC

FREE for Government Attendees


To learn more about sponsoring this event, please contact:

Stacy Money
1105 Public Sector Media Group
Email: [email protected]
Phone: 415-444-6933


  • BMC
  • Acquia
  • Accenture
  • Liferay
  • Sprint


Wednesday, February 27, 2019

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 Keynote: Raising the Bar -- Meeting Citizen Expectations
  • Joseph Klimavicz Deputy Assistant Attorney General
    Chief Information Officer
    U.S. Department of Justice
9:05 am - 9:45 am Panel: Navigating Digital Transformation Complexities
  • Amira Boland Lead, Customer Experience Office of Management and Budget
  • Anna Kojzar Digital Services Specialist Small Business Administration
  • Jill Renshaw Client Director
    Government IoT and Smart Cities
    Sprint Business
  • Eddie Tejeda Director, Cloud.Gov, Technology Transformation Services General Services Administration
9:45 am - 10:05 am Accelerate Government: Using Automation to Improve Customer Experience
  • Mariela Melero Chief, Office of Citizenship and Applicant
    External Affairs Directorate
    U.S. Citizenship and Immigration Services
  • Chris Zinner Managing Director, Digital & Customer Experience Lead Accenture Federal Services
10:05 am - 10:25 am Networking Break
10:55 am - 11:25 am Fireside Chat: Creating the Ultimate Government Experience
  • Kim Baldwin-Sparks Associate Commissioner for the Office of Electronic Services and Technology Social Security Administration
  • Glenn Cross VP of NA Marketing Dynatrace
11:25 am - 11:45 am Accelerate Government: Optimizing Cybersecurity for a Digital Government
  • Surendra Babu Cloud Adoption and Identity Access Management (IAM) SME
    Federal Student Aid (FSA) Infrastructure Operations Group
    U.S. Department of Education
11:45 am - 12:10 pm Lunch & Networking
12:40 pm - 1:20 pm Panel: Cloud-Powered Citizen Engagement
  • Peter Durand Vice President, Federal Sector Acquia
  • Brian Merrick Deputy Director, Cloud Program Management Office Department of State
  • Simchah Suveyke-Bogin Lead, Customer Experience Center of Excellence, Technology Transformation Services U.S. General Services Administration
1:20 pm - 1:50 pm Afternoon Keynote: Creating a Data-driven Ecosystem
1:50 pm - 1:55 pm Closing Remarks


The Mayflower Hotel, DC
1127 Connecticut Ave, N.W. Washington, DC 20036 | (202) 347-3000

View Map


The Farragut North Metro stop (Red Line) is 2 blocks south and the Farragut West (Blue, Orange & Silver Lines) is 3 blocks away, both within walking distance of the hotel.


The Mayflower Hotel offers valet parking at the main entrance on Connecticut Ave NW. There are two public parking garages on Desales Street NW and one across the street from the hotel on Connecticut Ave NW.


In accordance with the standards of the National Registry of CPE Sponsors, CPE credits have been granted based on a 50-minute hour.

Program Level: Basic with no pre-requisites required

Delivery Method: Group Live, Specialized Knowledge, Registration # 137543

1105 Media is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: