Citizens and employees increasingly expect the same seamless digital interactions they experience in the private sector with government. While many state and local governments have begun harnessing technology to streamline information and services online, creating exceptional customer experiences go beyond simply digitizing interactions. Fostering a customer-centric culture, soliciting and acting upon customer feedback, and delivering services across platforms are all essential elements to providing great customer experiences and increasing citizen trust.
In Sacramento, Route Fifty explored these elements with state and local leaders who have made strides in providing great experiences, while also examining how to avoid common pitfalls in customer experience initiatives.
Michael Wilkening, Special Advisor on Innovation & Special Services, Office of Governor Gavin Newsom
Building a Customer Centric Culture
With competing priorities and limited budgets, how can state and local governments ensure that their customers - from residents, to businesses, to employees, stay at the center of decision-making? This panel of government leaders will explore how to foster a customer-first culture, build trust, and better serve their customers.
Amy Tong, Director and Chief Information Officer, California Department of Technology
Joel Riphagen, Senior Advisor to the Director, The Financial Information System for California (FI$Cal)
Andrew Peterson, Chief Information Officer, City of Oakland
Session presented by our underwriter Guidehouse
Providing Exceptional Service During Crises
The most memorable interaction an individual may have with state and local governments is during a crisis - whether a natural disaster, a public health crisis, or a threat to public safety. When residents’ need them most, how can state and local governments provide the required information and services?
Vance Taylor, Chief, Office of Access and Functional Needs, California Governor's Office of Emergency Services
Robert de Groot, Chair, USGS ShakeAlert Joint Committee for Communication, Education, and Outreach
Chief Thom Porter, Director, California Department of Forestry and Fire Protection
Session presented by our strategic underwriter
Exclusively underwritten by Adobe
Welcome Remarks, presented by Adobe
Customer Engagement through Technology
From user-centric websites to digital feedback tools, open data portals to high-speed internet services, there are many ways governments can harness technology to enhance both internal and external customer engagement. This panel will explore strategies and tools for connecting and communicating with customers. Don’t miss this special luncheon session to for practical tips on the role user-experience, analytics, and personalization play in customer engagement.
Rita Gass, Chief Information Officer, California Secretary of State
Closing Remarks & Networking
Route Fifty connects the people and ideas advancing state and local governments across America by enabling them to share best practices and innovative solutions to key challenges. Produced by Government Executive Media Group of Atlantic Media, Route Fifty is the award-winning digital and events media brand covering news, technology, innovation and best practices in state, county and municipal governments across the United States.