Agencies made considerable progress in improving how their customers and citizens interacted with them by modernizing infrastructure, including hybrid clouds, using agile digital services and emerging technology. But when the pandemic struck early in 2020, the needs rose dramatically with soaring numbers of calls from citizens needing assistance from the IRS, SSA, the SBA and the Department of Labor, to name only a few. In addition, many offices were closed and employees were working remotely. Agencies scrambled to ramp up their ability to cut call wait times and increase online interactions.

At this event, government and industry executives will discuss what has worked in this massive effort and what lessons have been learned to help future responses.

After attending this FCW Workshop, you will come away with an improved ability to:

  • Manage digital services across multiple channels
  • Employ emerging technologies for better response times
  • Improve digital services for the mobile user
  • Ramp up security on an enlarged attack surface
  • Use data to improve service and reduce fraud and identity theft
  • Integrate siloed services into flexible digital platforms


  • Red Hat
  • Fortinet
  • Auth0
  • Akamai
  • UiPath


Tuesday, May 25, 2021

8 AM
9 AM
10 AM
11 AM
12 PM
8:30 AM - 8:35 AM Welcome & Opening Remarks
8:35 AM - 9:05 AM Veteran Care, Anywhere: VA’s Mission to Improve the Patient Experience
  • Lauren Alexanderson Deputy Chief Technology Officer for Health U.S. Department of Veterans Affairs
  • Dr. Neil Evans Chief Officer, Office of Connected Care Veterans Health Administration
  • Dean Scontras* Senior Director of Public Sector Auth0

    *Providing Session Opening Remarks
9:05 AM - 9:25 AM Akamai for Citizen Services
  • Brian Byrne Public Sector Strategy and Technology Alliances Akamai
9:25 AM - 9:50 AM Digital Transformation and Customer Engagement at Federal Student Aid
  • Wendy Bhagat Director, Product Marketing & Delivery Group Federal Student Aid, U.S. Department of Education
  • Jessica Barrett Simpson Program Manager, Digital and Customer Care, Office of Federal Student Aid U.S. Department of Education
9:50 AM - 10:10 AM Improving the Lives of Citizens through Automation
10:10 AM - 10:15 AM Coffee Break
10:15 AM - 10:40 AM Building a Better User Experience at CMS
  • Rachael Horvath Deputy Director, Web and Emerging Technologies Group Centers for Medicare and Medicaid Services
10:40 AM - 11:00 AM Point of Care Ultrasounds: Emerging Technology the Clinical Edge
11:00 AM - 11:25 AM Leading by Listening to Your Customers
11:45 AM - 12:10 PM GSA's Customer-Centric Approach to Better Service Delivery
  • Julie Strothman User Experience Team Manager 18F, General Services Administration
  • Ed Walters Chief Customer Officer U.S. General Services Administration
12:10 PM Closing Remarks



The Hamilton Live
600 14th St NW| Washington, DC 20005


The Hamilton is located just steps from the White House at 14th and F Street, NW, Washington, DC, two blocks away from the Metro Center WMATA Metro Station, which is within walking distance of the venue.


There is a PMI Parking garage located at 1325 G Street, NW.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.

Number of CPE Credits: 4

CPE Accreditation: Program knowledge level is overview and there is no prerequisite education or advanced preparation require.

Delivery Method: Group Internet Based

Field of Study: Information Technology

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:

Citizen Services Workshop

DATE: May 25, 2021

TIME: 8:30 am - 12:10 pm
(all times are ET)


COST: FREE for Government Attendees*

*Government registrations require a valid .gov/.mil email address for verification


To learn more about sponsoring this event, please contact:

Kharry Wolinsky
Public Sector 360
[email protected]