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.
Potential topics to be 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