Example Track 1

Panel: Stepping Up the Citizen Experience Game

Mar 03, 2020

10:35 AM - 11:15 AM

Brian Dack

Sr. Manager, Solution Engineering

Okta

G. Nagesh Rao

Director of Business Technology Solutions (BiTS)

U.S. Small Business Administration

Simchah Suveyke-Bogin

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.

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