FCW Workshop: Citizen Services

This event qualifies for 4 CPEs

Agencies made considerable progress in improving how their customers and citizens interacted with them by modernizing infrastructure, including hybrid clouds, using agile digital services and emerging technology. But when the pandemic struck early in 2020, the needs rose dramatically with soaring numbers of calls from citizens needing assistance from the IRS, SSA, the SBA and the Department of Labor, to name only a few. In addition, many offices were closed and employees were working remotely. Agencies scrambled to ramp up their ability to cut call wait times and increase online interactions.


At this event, government and industry executives will discuss what has worked in this massive effort and what lessons have been learned to help future responses.


After attending this FCW Workshop, you will come away with an improved ability to:

  • Manage digital services across multiple channels
  • Employ emerging technologies for better response times
  • Improve digital services for the mobile user
  • Ramp up security on an enlarged attack surface
  • Use data to improve service and reduce fraud and identity theft
  • Integrate siloed services into flexible digital platforms

Speaker and Presenter Information

Wendy Bhagat

Director, Product Marketing & Delivery Group

Federal Student Aid, Department of Education


Rachael Horvath*

Deputy Director, Web and Emerging Technologies Group

Centers for Medicare and Medicaid Services


Karen S. Howard

Director, Office of Online Services



Jessica Barrett Simpson*

Program Manager, Digital and Customer Care

Office of Federal Student Aid

Department of Education


Julie Strothman

User Experience Team Manager

18F, General Services Administration


Ed Walters

Chief Customer Officer

General Services Administration




*Pending Agency Approval

Relevant Government Agencies

Air Force, Army, Navy & Marine Corps, Intelligence Agencies, DOD & Military, Office of the President (includes OMB), Dept of Agriculture, Dept of Commerce, Dept of Education, Dept of Energy, Dept of Health & Human Services, Dept of Homeland Security, Dept of Housing & Urban Development, Dept of the Interior, Dept of Justice, Dept of Labor, Dept of State, Dept of Transportation, Dept of Treasury, Dept of Veterans Affairs, EPA, GSA, USPS, SSA, NASA, Other Federal Agencies, CIA, FEMA, Office of Personnel Management, Coast Guard, National Institutes of Health, FAA, Census Bureau, USAID, National Guard Association, EEOC, Federal Government, FDA, NSA, FCC

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Event Type

Tue, May 25, 2021, 8:30am - 12:15pm ET


Government/Military:  $0.00
Industry/Contractor:  $199.00
Washington Technology Insider:  $165.00

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