The CX Imperative Forum
Current bureaucratic procedures in the Federal government have imposed an overwhelming paperwork burden on citizens and workers, amounting to over 9 billion hours annually. In December 2021, President Joe Biden issued the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. Although past actions have laid the groundwork for service improvements, this new order recognizes the need for sustained focus, accountability, and improved delivery for the public's benefit. Service delivery should prioritize the needs of citizens. Through human-centered design, empirical research, behavioral science insights, and continuous engagement in service delivery, processes can be made more efficient, fair, equitable, and transparent.
Government must harness technology to modernize services, ensuring they're user-friendly, accessible, transparent, equitable, and protective. In our Potomac Officer’s Club’s: Radiant Digital CX Imperative session, we will discuss how digital transformation strategies can help agencies as they redesign customer experience to align with the presidential directive, including enhancing transparency, removing inequitable barriers, and protecting customer data.
Speaker and Presenter Information
Dana Chisnell (Keynote)
Executive Director for the Customer Experience Directorate
Department of Homeland Security
Dr. Shankar Rachakonda (Introducer)
CEO
Radiant Digital
Jeffery McLaughlin (Moderator)
Senior Vice President
Radiant Digital
Victor Udoewa (Panelist)
Service Design Lead, Office of Public Health Data, Surveillance, and Technology (OPHDST)
Centers for Disease Control and Prevention (CDC)
Karen Howard (Panelist)
Director of Office of Online Services
Internal Revenue Service (IRS)
Vinoth Jagannathan (Panelist)
Chief User Experience Architect
DoD Chief Digital and Artificial Intelligence Office
Nicshan Floyd (Panelist)
Deputy Director for the Customer Experience Directorate(CXD)
U.S. Department of Homeland Security (DHS)
Relevant Government Agencies
Dept of Homeland Security, Federal Government, State & Local Government
When
Thu, Jan 25, 2024, 7:00am - 10:00am
Cost
Government: | $0.00 |
Non - Member Government: | $25.00 |
Elite New: | $75.00 |
Member: | $200.00 |
Guest Member: | $250.00 |
Non - Member: | $375.00 |
Where
2941 Restaurant
2941 Fairview Park Dr
Falls Church, VA 22042
Get directions
Website
Click here to visit event website
Organizer
Executive Mosaic LLC