Agencies have made significant progress in improving interactions with their citizen customers by modernizing their infrastructure, moving to the cloud, using agile digital services and emerging technologies on the front end and capturing and analyzing the data on the backend.

There is still work to be done, however, and the 21st Century IDEA Act -- passed as part of the 2018 NDAA -- has added new priorities for improving and expanding the types of services that agencies offer. Several recent polls and studies have shown that fast and reliable service is an important ingredient in building trust between agencies and their customers. And challenges persist with the digital transformation process, accepting electronic signatures, and delivering self-service options to citizens' mobile devices.

At this event, experts from government and industry explored the evolution of federal agencies' relationships with digital citizens and how technology can help improve and expand that engagement.

Topics addressed include:

  • Speeding the digital transformation process
  • Managing and mining the data from citizen interactions to improve service
  • Automation's role in improving the citizen experience
  • Integrating siloed services into more-flexible digital platforms
  • Securing the transactions and data from digital interactions
  • Making all websites and forms accessible
  • Shared digital services and interagency resources
  • How to gather and incorporate feedback from the users


  • Carahsoft
  • Medallia
  • Acquia
  • Okta
  • Dell Microsoft


Tuesday, March 3, 2020

7 AM
8 AM
9 AM
10 AM
11 AM
8:30 AM - 8:35 AM Welcome and Opening Remarks
8:35 AM - 8:55 AM The New – Putting Users First
  • Charles Worthington Chief Technology Officer Veterans Affairs
  • Chris Moore* Account Executive, Federal Partner Software Dell Technologies | Client Solutions

    *Providing Session Opening Remarks
8:55 AM - 9:35 AM Panel: Achieving 21st Century IDEA Compliance
  • Amira Boland Lead, Customer Experience Office of Management and Budget
  • Larry Gillick Chief, Web & Digital Strategy USDA Farm Production and Conservation
  • Brian Michael VP and Co-Founder of Public Sector Medallia Medallia
  • Jacob Parcell Innovation Portfolio Director for the Technology Transformation Services U.S. General Services Administration
9:35 AM - 9:50 AM The AI-Powered Citizen Journey
9:50 AM - 10:20 AM Executive Insights: Building a Modern Digital Government
  • Donna Roy Chief Information Officer Consumer Financial Protection Bureau
  • Anne Armstrong Chief Content and Alliance Officer Public Sector 360
10:20 AM - 10:35 AM Networking Break
10:35 AM - 11:15 AM Panel: Stepping Up the Citizen Experience Game
  • Brian Dack Sr. Manager, Solution Engineering Okta
  • G. Nagesh Rao Chief Information Officer, Bureau of Industry and Security US Department of Commerce
  • Simchah Suveyke-Bogin Lead, Customer Experience Center of Excellence, Technology Transformation Services U.S. General Services Administration
11:15 AM - 11:35 AM The Opportunity Project, Four Years Later
  • Drew Zachary Managing Director of Census Open Innovation Labs,
    U.S. Census Bureau and
    Deputy CDO for Innovation
    U.S. Department of Commerce
11:35 AM - 11:55 AM Building Infrastructure, Rebuilding Trust
  • Dustin Brown Deputy Assistant Director for Management
    Executive Office of the President
11:55 AM - 12:00 PM Closing Remarks



Washington Marriott at Metro Center
775 12th St NW | Washington, DC 20005


The Metro Center Station (red/blue/orange/silver lines) is .1 miles from the hotel and in walking distance.


Valet parking is available at the front entrance to the Washington Marriott at Metro Center on 12th Street.Please note: Parking is not included with your registration.


NASBA CPE Registry

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, Information Technology - Technical, 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:

*CPE credits are not available for online and simulcast viewers.

Citizen Engagement Summit

DATE: March 3, 2020

TIME: 7:30AM - 12:15PM

LOCATION: Washington Marriott at
Metro Center
Washington, DC

COST: FREE for Government Attendees*

*Government registrations require a valid .gov/.mil email address or badge on-site


To learn more about sponsoring this event, please contact:

Kharry Wolinsky
Public Sector 360
[email protected]