Freshworks

Across state and local government, the pressure to improve service delivery and customer experience is real. Residents expect digital services that are as simple and secure as the private sector. At the same time, many agencies are still constrained by legacy systems, siloed data, limited staff capacity and long‑standing accessibility and equity gaps.

Join us to hear state and local government leaders and industry experts discuss practical ways to improve customer experience and how to build trust with the people they serve through modernized services.

Through three focused panel sessions, we’ll explore how to:

• Modernize technical foundations without disrupting critical services
• Design more human‑centered, accessible, and inclusive experiences
• Use data, AI, and new delivery models to scale CX improvements over time

Learning Objectives:

• Understand the relationship among the components that comprise today’s modern IT foundation and how they improve cybersecurity
• Outline the steps to improve both the user experience and the customer experience by inserting AI and automation
• Delineate appropriate metrics to measure improvements in meeting your agency’s mission, including tracking customer experiences
• You’ll leave with practical steps to make your services clearer, more inclusive, and more personalized, while building resident trust and confidence in your agency

Virginia is among the leaders in government innovation, employing technology to raise the quality of public services and make people more involved. It involves updating data systems, AI and IT infrastructure, making digital services better while improving customer experience. At its core, this project entails setting ethical standards for managing AI and data; hence Virginia must ensure that these technologies are used responsibly even as they continue expanding their use.

Join us at the Government Innovation Showcase Virginia to explore insights in data management, modernized infrastructure, citizen-centric digital services, digital inclusion, and inter-agency collaboration. This event will highlight Virginia's innovative approaches and provide a platform for sharing ideas with peers across the state.