G. Nagesh Rao
Chief Information Officer, Bureau of Industry and Security
US Department of Commerce
Lead, Customer Experience Center of Excellence, Technology Transformation Services
U.S. General Services Administration
Consumers’ interactions with private-sector technology companies – e-tail, social media, ride sharing apps, streaming media – inform expectations for their public-sector experiences. Too often, however, citizens’ perceptions of actual interactions with government are stuck in stereotype: long lines at the Department of Transportation, audit-minded IRS agents and the bewildering, interminable process of applying for a government job. Panelists will consider steps agencies can take to close the perception gap.