The Arc of CX Modernization: From Foundations to Human-Centered Services

Presented by:

Claudia Hosky
Publisher,
FedInsider

John Breeden II
Contributing Editor,
FedInsider

Session One: Modern Foundations - Fast & Secure Services
Many CX challenges start with the foundation: aging systems, disconnected platforms and manual workflows that make even simple tasks slow and complex for residents and staff.

This session focuses on how state and local agencies are building modern, secure foundations that support better customer experiences over time.

Topics include:

• Legacy‑to‑cloud migration patterns that reduce risk and cost while preserving critical functionality
• Modern payment and form workflows, from digital permits and e‑signatures to mobile payments, that simplify complex transactions
• Security‑first architecture and shared platform services that improve resilience, reduce duplicative investments, and support compliance requirements
• You’ll hear practical examples of phased modernization, shared services, and governance approaches that help you move away from fragile legacy systems and toward faster, more reliable digital services that residents can trust.

Session Two: Human-Centered CX: UX, Accessibility & Personalization
Even with better technology, CX can fall short if services are not designed around real user needs. For many residents government services can be confusing, inconsistent, or simply inaccessible.

This session explores how to bring human‑centered design into everyday services and workflows.

We’ll cover:

• User research and journey mapping techniques to understand where residents struggle and where improvements will have the greatest impact
• Accessibility, language access, and digital inclusion strategies aligned with WCAG and Section 508 that help you serve every community member more effectively
• Omnichannel service design that better connects web, mobile, phone, and in‑person interactions so residents do not have to “start over” every time they reach out
• 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.

Session Three: Scaling CS with Smarter Delivery: Data, AI & Workforce Optimization
As CX expectations grow, many state and local agencies face the same challenge: how to support more channels, more volume, and more complex needs without burning out staff or increasing budgets.

This session looks at how data, AI, and modern delivery practices can help agencies scale better experiences sustainably and responsibly.

Key themes include:

• Practical AI for public services, such as chat assistants, predictive routing, and personalized content — with clear guardrails for privacy, security, and transparency
• CX metrics that matter, including task completion, time‑to‑resolution, and resident satisfaction/feedback loops that can guide improvement
• Building and retaining digital talent and cross‑functional delivery teams that bring together IT, program, and CX perspectives
• You’ll gain insight into how agencies are using data and automation to ease pressure on frontline and back‑office staff, while maintaining human oversight and accountability, and drive impactful improvements for residents.