Citizen Engagement Summit: Delivering on the Promise of Digital Services

Federal agencies have gotten the message loud and clear: They need to raise the bar on the quality of digital services offered to the public.

Citizens are used to the innovative and engaging services found in retail, banking, and social media. When they turn to government websites, they expect more of the same. According to a survey from Accenture Public Services, nearly half of citizens today handle most of their government interactions digitally, and almost nine in 10 want to maintain or increase their digital interactions. Likewise, a survey from Adobe Digital Government found that 90 percent of citizens believe interacting with government online saves time and energy, and 84 percent support more of the federal budget going to improving online tools.

Expectations are high. Citizens want to access digital services through a variety of channels using any number of devices or platforms—and they want to move easily from one channel or device to another without and disruption in service. To date, this has been a sticking point across government: A recent study by Gartner found that agencies are struggling with ways to provide seamless, coherent digital services. Finally, agencies must balance all of these demands with the need to ensure the security of these services.

This event will provide federal IT officials with insights into how to achieve their digital services goals. Subject matter experts from government and industry will discuss strategies for developing and sustaining efficient, secure, multi-channel customer-centric services.

Potential topics to be addressed include:

• Implementing a customer-centric communications strategy
• Bringing mobility to government services
• The impact of the Internet of Things
• Cloud-based delivery strategies
• The future of connected cities
• The power of geospatial data
• Best practices from the U.S. Digital Services Playbook
• Securing citizen engagement