Digital Government & CX Roadshow 2024
Agenda
Toronto, 16 October 2024
All times in EDT
8:00 am
Registration and Networking Coffee
9:00 am
PSN Opening Remarks
9:10 am
Welcome from Event Chair
Stanley Shiah, Executive Director, Digital Public Sector Transformation, KPMG
Stanley Shiah, Executive Director, Digital Public Sector Transformation, KPMG
9:30 am
Embracing Digital Transformation in Government
- Overview of digital transformation initiatives in government
- Strategies for successful implementation and adoption
- Importance of digital transformation for improving citizen services
9:50 am
Driving Service Management Transformation: Digital Solutions for a More Efficient and Effective Government
10:10 am
Fostering Trust in Citizen Experience (CX): The Essential Elements of Simplicity, Security & Serviceability
- Understanding the foundational elements of trust
- Simplicity, security, and serviceability in CX
- Cultivating citizen satisfaction and loyalty
10:30 am
Break
10:40 am
Interactive Roundtable Discussions
Roundtable 1: Asset & incident response: How would your team respond to a hack of your identity management system? Facilitated by: Karen Fishwick, CEO and Head of Atlassian Operations.
Roundtable 2: Open Discussion: How To Problem Solve w/AI. Facilitated by Roman Santos, Senior Manager Sales, Commercial & Territory, Genesys and John Hunter, Senior Principal Solution Consultant, Genesys
Roundtable 3: Mythbusting AI: Demystifying the Promises and Pitfalls of AI in Government Transformation. Facilitated by: Anthony Pitfield, Public Sector AI & ML Lead, AWS
11:40 am
Morning Tea and Networking Break
12:00 pm
Exploring AI for Policy Development
Nick Vani, Manager, Policy Development, Ministry of Red Tape Reduction
- Leveraging digital tools for citizen-centric service delivery
- Strategies for transforming service delivery in government
- Enhancing citizen experiences through digital innovation
Nick Vani, Manager, Policy Development, Ministry of Red Tape Reduction
12:20 pm
Building an AI Strategy that Powers CX Transformation
12:40 pm
Digital Inclusion and Equity: Bridging the Gap for all
Daphnee Nostrome, Director, Channel Strategy, Office of the Chief Client Experience Officer
Dorothy Eng, Chief Executive Officer, Code for Canada
Meghan Swinkels, Head of Public Sector Strategy, AWS Canada
Moderator: Rosshane Vignarajah, Manager, Public Sector Solutions, KPMG
- How can governments ensure equitable access to digital services for all demographics?
- What strategies are effective in bridging the digital divide for underserved communities?
- How can digital inclusion initiatives address barriers such as affordability and digital literacy?
- What role can partnerships between government, private sector, and community organizations play in promoting digital equity?
Daphnee Nostrome, Director, Channel Strategy, Office of the Chief Client Experience Officer
Dorothy Eng, Chief Executive Officer, Code for Canada
Meghan Swinkels, Head of Public Sector Strategy, AWS Canada
Moderator: Rosshane Vignarajah, Manager, Public Sector Solutions, KPMG
1:10 pm
Closing Remarks from Chair
1:15 pm
Networking Lunch
Halifax, 17 October 2024
All times in ADT
8:30 am
Registration and Networking Coffee
9:00 am
PSN Opening Remarks
9:10 am
Welcome from Event Chair
Lou Velocci, Chief Operating Officer and Regional Ottawa/Atlantic Leader, Management Consulting, KPMG
Lou Velocci, Chief Operating Officer and Regional Ottawa/Atlantic Leader, Management Consulting, KPMG
9:30 am
Harnessing technology for more effective public services
- Understanding the foundational elements of trust
- Simplicity, security, and serviceability in CX
- Cultivating citizen satisfaction and loyalty
9:50 am
Redesigning Public Services for the Smartphone Generation
- Government that knows you: Putting people first
- Government in your pocket: Personalized public services and access
- Why public-private alliances are the future of service delivery
10:10 am
From Barriers to Bridges: Improving the User Experience when Applying to Agencies, Boards, and Commissions
Kristina King, Director of Governance and Accountability, Executive Council Office, Province of Nova Scotia
- A story of cross-departmental collaboration in digital accessibility
- Usability studies as a method to identify gaps and plan improvements
- Lessons learned: How to include the perspective of people with disabilities when designing government services
Kristina King, Director of Governance and Accountability, Executive Council Office, Province of Nova Scotia
10:30 am
Strategic Tech Progression: Charting a Path to Digital Excellence
10:50 am
Break
11:00 am
Interactive Roundtable Discussions
Roundtable 1: Personal Government: Tailoring Digital Experiences for Diverse Citizen Needs, facilitated by: Darren Hedges, Country Manager, Nortal Canada
Roundtable 2: Seamless Integration: Unifying Systems for Effortless Citizen Service Delivery, facilitated by: Shan Gu, Founder and CEO, FOCI Solutions
Roundtable 3: Facilitated by: Telus
12:00 pm
Morning Tea and Networking Break
12:20 pm
Embracing Digital Transformation in Government
12:40 pm
The Possibilities of AI
1:00 pm
Digital Inclusion and Equity: Bridging the Gap for all
Beth Fox, Senior Strategic Advisor, Canadian Digital Service
Dorothy Eng, Chief Executive Officer, Code for Canada
Moderated by: Cameron Campbell, Director - Digital Healthcare Transformation, Management Consulting, KPMG
- How can governments ensure equitable access to digital services for all demographics?
- What strategies are effective in bridging the digital divide for underserved communities?
- How can digital inclusion initiatives address barriers such as affordability and digital literacy?
- What role can partnerships between government, private sector, and community organizations play in promoting digital equity?
Beth Fox, Senior Strategic Advisor, Canadian Digital Service
Dorothy Eng, Chief Executive Officer, Code for Canada
Moderated by: Cameron Campbell, Director - Digital Healthcare Transformation, Management Consulting, KPMG
1:30 pm
Closing Remarks from Chair
1:40 pm
Networking Lunch
Ottawa, 30 October 2024
All times in EDT
8:00 am
Registration and Networking Coffee
8:30 am
PSN Opening Remarks
8:40 am
Welcome from KPMG
Jag Gosal, Senior Manager, People and Change, KPMG
Leigh Harris, Lead Partner Federal, KPMG
Jag Gosal, Senior Manager, People and Change, KPMG
Leigh Harris, Lead Partner Federal, KPMG
9:00 am
Embracing Digital Transformation in Government
9:20 am
Best Practices for Inclusion in Constituent Communications
Most communications between government departments/agencies and constituents are done through documents, whether they are fillable forms, static documents on web sites or transactional documents, either printed and mailed or made available in online portals. It is critical that the communications are readable by all of the recipients, regardless of their physical capabilities or their language expertise. People who are blind, have low vision, cognitive disabilities or are not fluent in either French or English present special challenges.
Ernie Crawford will discuss the challenges this presents to agencies. Mr. Crawford will cover best practices that are being used to overcome these challenges by many government agencies in Canada and abroad. With over 40 years of experience in document communications, Mr. Crawford has worked with organizations worldwide and will share his experience in this lively session.
9:40 am
Making Client Experience (CX) Better, Faster
- Cultivating a culture of learning in CX service delivery
- Reducing the marginal costs of finding out what works
- Towards real Data-Driven Service Design
10:00 am
The Possibilities of AI
10:20 am
Morning Tea and Networking Break
10:30 am
Interactive Roundtable Discussions
Roundtable 1: Achieving Inclusion Equity in Constituent Communications. Facilitated by: Dennis Quon, Director, Accessibility Centre of Excellence, Crawford Technologies.
Roundtable 2: Content Velocity: Breaking Down Barriers to Drive Efficient Content Production and Dissemination. Facilitated by: Anna Pakenham, Enterprise Sales Account Manager, Adobe.
Roundtable 3: Cultivating buy-in: building your case for digital accessibility. Facilitated by: Kate Kalcevich, Head of Accessibility Innovation, Fable.
Roundtable 4: Implementing Agile Processes in the Government. Facilitated by: Dawn Carruthers, Product Management Consultant, 49 Solutions/Fasttrack Staffing Inc.
11:30 am
Morning Tea and Networking Break
11:50 am
Transforming Citizen Experience: Innovations in Digital Service Delivery
12:10 pm
Strategic Tech Progression: Charting a Path to Digital Excellence
Graham Jack, Deputy Director, Marketing, Promotion & Digital Evolution, Trade Commissioner Service, Global Affairs Canada
Cindie-Eve Bourassa, Director - Marketing, Promotion & Digital Evolution, Trade Commissioner Service, Global Affairs Canada
Graham Jack, Deputy Director, Marketing, Promotion & Digital Evolution, Trade Commissioner Service, Global Affairs Canada
Cindie-Eve Bourassa, Director - Marketing, Promotion & Digital Evolution, Trade Commissioner Service, Global Affairs Canada
12:30 pm
Digital Inclusion and Equity: Bridging the Gap for all
Michael Kalin, Director General, Client Experience, Service Canada
Kate Kalcevich, Head of Accessibility Innovation, Fable
Moderator: Jag Gosal, Senior Manager, People and Change
- How can governments ensure equitable access to digital services for all demographics?
- What strategies are effective in bridging the digital divide for underserved communities?
- How can digital inclusion initiatives address barriers such as affordability and digital literacy?
- What role can partnerships between government, private sector, and community organizations play in promoting digital equity?
Michael Kalin, Director General, Client Experience, Service Canada
Kate Kalcevich, Head of Accessibility Innovation, Fable
Moderator: Jag Gosal, Senior Manager, People and Change
1:00 pm
Closing Remarks from KPMG
1:10 pm
Lunch and Networking Break
Victoria, 2 December 2024
All times in PST
8:00 am
Registration and Networking
9:00 am
PSN Opening Remarks
9:10 am
Welcome from the Event Chair
9:30 am
Fostering Trust in Citizen Experience (CX): The Essential Elements of Simplicity, Security & Serviceability
- Understanding the foundational elements of trust
- Simplicity, security, and serviceability in CX
- Cultivating citizen satisfaction and loyalty
9:50 am
Redesigning Public Services for the Smartphone Generation
10:10 am
Transforming Service Delivery: Leveraging Digital Tools for Citizen-Centric Solutions
- Leveraging digital tools for citizen-centric service delivery
- Strategies for transforming service delivery in government
- Enhancing citizen experiences through digital innovation
10:30 am
Break
10:40 am
Interactive Roundtable Discussions
Roundtable 1: Personal Government: Tailoring Digital Experiences for Diverse Citizen Needs. Facilitated by: Darren Hedges, Country Manager, Nortal Canada.
Roundtable 2: Getting Practical Value from AI in Citizen and Employee Experience. Facilitated by: David Bolefski, Senior Account Executive – AI, Digital & Orchestration, Genesys.
11:40 am
Morning Tea and Networking Break
12:00 pm
The Humanity Needed for Digital Transformation
12:20 pm
Building an AI Strategy that Powers CX Transformation
12:40 pm
Digital Inclusion and Equity: Bridging the Gap for all
Nancy Norris, Senior Director of ESG & Digital Trust, Ministry for Energy, Mines and Low Carbon Innovation, Government of British Columbia
- How can governments ensure equitable access to digital services for all demographics?
- What strategies are effective in bridging the digital divide for underserved communities?
- How can digital inclusion initiatives address barriers such as affordability and digital literacy?
- What role can partnerships between government, private sector, and community organizations play in promoting digital equity
Nancy Norris, Senior Director of ESG & Digital Trust, Ministry for Energy, Mines and Low Carbon Innovation, Government of British Columbia
1:10 pm
Closing Remarks from Chair
1:15 pm
Networking Lunch
Event Chair
KPMG in Canada
KPMG is a Canadian leader in professional services; offering clients advisory, audit and tax services. Learn More
Business & Digital Transformation, Change Management, Cybersecurity, Digital Government & CX, System Integration
Enterprise
Event Partners
Nortal
Meaningful impact for societies and businesses, through smart transformation and elimination of costly friction. Learn More
Business & Digital Transformation, Consulting, Cybersecurity, Data Privacy & Governance, Digital Government & CX
Enterprise, Medium
Highway Three Solutions
Atlassian Platinum Solution Partner with 20+ years of experience in IT Consulting, Custom Solutions & Migrations. Learn More
Information Technology & Services, Software Development, Technology Cloud Consulting
Female owned
Amazon Web Services
AWS Cloud for the Public Sector in Australia and New Zealand, Imagine what you can achieve, together with AWS. Learn More
AI/ML, Business & Digital Transformation, Cloud & Computing, Cybersecurity, Data Analysis
B Corporation, Enterprise, Social Enterprise
Software, Technology Cloud Consulting
Enterprise, Medium, Micro
Google Cloud
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools Learn More
Enterprise & IT Solution Architecture, Enterprise Software , Information Technology & Services, Technology Cloud Consulting
Enterprise
49 Solutions Inc & Fasttrack Staffing
49S/FTS provide consulting services to the Federal Government of Canada Learn More
Business & Digital Transformation, Cloud & Computing, Human Resources/Personnel, Information Technology & Services, Project Management
Small Business
Business & Digital Transformation, Cloud & Computing, Critical Event Management, Data Science & Artificial Intelligence Services, Emergency Response, IOT (Internet of Things), Parking Management, Smart City, Telecommunications, Transport
Enterprise
Samsung Electronics Canada
Samsung Electronics inspires the world and shapes the future with transformative ideas and technologies that give people the power to discover new experiences. Learn More
Information Technology & Services
Enterprise
Financial Management, Government Administration, Health, Information Management System, Insurance
Medium
Design, Digital Government & CX, Training & Education
Enterprise
Genesys
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer... Learn More
Information Technology & Services
Enterprise
Code for Canada
Code for Canada is a national nonprofit that enables governments to deliver better digital services and empowers communities to solve civic challenges. Our programs connect residents, government innovators and civic technologists, so they can work together to build a better... Learn More
Software Development
Medium
