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Virtual Event:
Contact Center Innovation

Reframing the Role of the Contact Center
through Innovation & Citizen Experience


Tuesday, September 28th, 2021 Start: 12.00pm ET / 9.00am PT



Agenda Overview:

The contact center is one of the most important touch points for citizens and residents anywhere. Whether searching for information, sharing information, or searching for assistance –well apportioned and reliable contact centers are key to effective and efficient government.

As the recent year has brought about new challenges, and allowed older ones to resurface, the role and responsiveness of governments of all levels has taken on increased importance. While shifting to remote work models has been challenging across the board –contact centers are unique –with a unique role and challenges to overcome. With those challenges, however, comes opportunity.

Our nation is faced with mounting crises ranging from COVID-19 to climate change, from societal injustice to economic inequality–the role that contact centers play are allowing for more in-depth and valuable communication with residents and citizens.

How society communicates has changed however –and it’s imperative that contact centers maintain pace with that change. With additional digital technologies supporting the mission and a reassessment of the key skills that contact center Agents should bring to the table; those changes are causing contact center leaders to drive change at an unexpected pace.

Public Sector Network’s Contact Center Innovation Virtual Event will help shed light on the evolving landscape of public sector contact centers; what we can learn from the private sector and how focusing on citizen experience will help to facilitate our broader mission to the public.

Key Takeaways:

Maximize the impact of your public sector contact centers and improve service delivery

Learn how to extract added insight from the public and develop a strong foundation for contact center innovation

Explore best practices, strategies, and practical applications from fellow public sector contact center and service delivery leaders

Event Speakers:

Louie Guan
Deputy Director at Contact Center – West,
U.S. Citizenship and Immigration Services

Dr. Lynda Davis
Former – Chief Veteran’s Experience Officer
US Department of Veteran’s Affairs

Danielle W. Barnes
Executive Director, Markets & Business Development, EY & Former
Commissioner, Tennessee Dept. of Human Services (TDHS)

Oswaldo Mestre Jr.
Chief Service Officer & Director of Citizen Services,
City of Buffalo, NY

Andrew Martin
Group Vice President, Public Sector,

Lindsay Plunkett, RPA Product Owner/Senior Digital Process Architect, Maximus Automation Anywhere

Lindsay Plunkett
RPA Product Owner/Senior Digital Process Architect,
Maximus Automation Anywhere

Michelle Reed

Kristie Lowery
Principal and National Director of EY Workforce Advisory Tax Services and Employment Taxes,

Event Partners:




Agenda Highlights:

  • 12:00pm ET / 9:00am PT

    PSN Welcome and Opening

  • 12:05pm ET / 9:05am PT

    Chair Opening: Exploring the Future of the Contact Center in 2021 & Beyond

  • 12:20pm ET / 9:20am PT

    Government Keynote Fireside Chat: Reframing the Role of the Contact Center through the Lens of Customer/Citizen Experience

  • 12:40pm ET / 9:40am PT

    Panel Session: Supporting the Mission: Leveraging the Contact Center to Drive & Further Organizational Initiatives

  • 1:15pm ET / 10:15am PT

    Refreshment Break

  • 1:20pm ET / 10:20am PT

    Partner Session: Improving Citizen Experience: RPA for Contact Center Innovation

  • 1:35pm ET / 10:35am PT

    Government Case Study: Shifting to a Remote Contact Center: Exploring Successes in the Age of COVID-19

  • 1:50pm ET / 10:50am PT

    Closing Remarks from Chair / End of Session


Complimentary to attend

For public sector only

Online event