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Virtual Event: Citizen Experience – USA

Delivering a Connected and Seamless Citizen Experience


Wed. November 10th, 2021
12:00pm – 2:30pm ET



Agenda Overview:

As consumers, we have rapidly become accustomed to the convenience of utilizing phone apps and other digital channels in order to interact with organizations, make purchases, and provide feedback. As our expectations as consumers have shifted – so too have our expectations as citizens. As departments, agencies and localities around the country respond to this shifting demand in engagement methods – leaders are left to explore and examine meaningful ways to ensure that the key components of service and engagement are optimized.

Previous expectations of what was considered a good citizen experience has become inadequate for the ‘next’ normal – post-COVID. Government agencies and departments have been rethinking and realigning their citizen experience strategies by leveraging new approaches, technologies, and procedures. With public sector organizations rapidly embracing digital technologies, citizen service agencies are at a transformative time where they can reframe their strategies to improve CX experience all while reducing costs.

Public Sector Network’s Citizen Experience virtual event will bring together experts and public sector thought leaders as they examine and explore new ways to take CX to the next level. Join us as we focus on key learnings and actions that will help government departments and agencies to continue their momentum in providing safe, secure, and inclusive services; with a customer experience approach to match.

Key Takeaways:

Explore how your public participation process can lead to clearer, more actionable feedback and communication
Examine opportunities and address the biggest CX challenges and persistent barriers
Garner perspective through government case studies that will help you to transform your understanding of citizen experience
Corporate 3
Discuss the role of UI & Citizen-centric design in digital applications

Meet the Speakers:

Jay Anderson
Civic Engagement & Public Participation
City of Colorado Springs
& Member of the DEI Committee, International Association of Public Participation (IAP2)

Ubax Gardheere
Equitable Development Director, Office of Planning & Community Development,
City of Seattle (WA)

Anecita Agustinez
Tribal Policy Advisor,
California Department of Water Resources

Leon Richardson
Director of Adult Services Division (DCHS),
Kings County (WA)

Nagesh Rao
Acting Chief Information Officer,
US Department of Commerce Bureau of Industry and Security

Chris Gianutsos
Managing Director, Digital Transformation

Jen Pratt
Principal, Government & Public Sector,

Phoebe Nerdahl
US Public Sector Lead,

Stephen Parowski
Group Vice President – TTEC Digital

Chris Moore
Community Advisor,
Public Sector Network

Agenda Highlights:

  • 12:00pm ET

    Welcome from PSN & Chair Opening

  • 12:10pm ET

    Government Keynote Session: The Equitable Development Initiative: Driving the Citizen Experience through Innovative Engagement

  • 12:30pm ET

    Government Case Study: Point of Engagement: Unifying Communication & Service Delivery

  • 12:45 pm ET

    Partner Session: Increasing Access through Human Centered Design and Modular Platformss

  • 1:10pm ET

    Fireside Chat: Enabling a CX Perspective within a DevSecOps Model

  • 1:30pm ET

    Partner Session: Future of Work: Modernizing Citizen Engagement for State & Local Agencies

  • 1:45pm ET

    Panel Session: Going from Good to Great: Measuring our CX Success and Progress Made So Far

  • 2:15pm ET

    Closing Remarks from the Chair

In Partnership with:






Complimentary to attend

For public sector only

Online event