Potomac Forum The Forum of Choice for Government & Industry Training Since 1982

The Forum of Choice for Government & Industry Training Since 1982

POSTPONED: New Date Coming Soon: Improving Government Customer Experience: Meeting the Administration’s Cross Agency Performance Goal Training Workshop

How to measure, modify, and improve the experience for government’s customers: Best Practices from the Public and Private Sectors

Wednesday, October 24, 2018

 

Guest Speakers:

 

Anahita Reilly

Chief Customer Officer

General Services Administration

 

Karen Evans

Assistant secretary of Energy for Cybersecurity

Energy Security and Emergency Response

Department of Energy

(former Federal Chief Information Officer)- Invited

 

Martha Dorris

Principal

Dorris Consulting International

(Former GSA Director of Strategic Programs, Integrated Technology Service)

 

Zachary Trojak

Principal – Public Sector

Medallia 

(Customer Experience Organization to creat a world where companies are loved by customers and employees)

 

Marcy Jacobs

Executive Director

Digital Service

Department of Veterans Affairs

 

Rosetta Lue

Senior Contact Center Advisor

Office of Information & Technology (OIT)

U.S. Department of Veterans Affairs

 

Ashley Goode

Principal-Public Sector

Medallia

 

 

Wednesday, October 24, 2018

Meeting Location: 
Willard InterContinental Hotel

Willard Intercontinental Hotel
1401 Pennsylvania Avenue N.W.
Washington 20004
United States

Metro Center (Red, Orange, Blue Lines). Use the exit marked “12th & F Sts” to exit onto F St., then continue straight two blocks and cross 14th St.

Overview: 

Trust in government is at an all-time low. That’s one reason federal agencies are being charged with the most ambitious agenda to improve the way government’s customers experience and benefit from its many services. This workshop exposes you to the best customer experience improvement practices in private and public sector organizations and offers insights into the initiatives being waged across government to drive improvements in customer satisfaction.

 

The Administration’s Cross Agency Performance Goal, Improving Customer Experience with Federal Services, promises to “transform the customer experience by improving the usability and reliability of our Federal Government’s most critical digital services; create measurable improvements in customer satisfaction by using the principles and practices proven by leading private sector organizations; increase trust in the Federal Government by improving the experience citizens and businesses have with Federal services whether online, in-person, or via phone; and leverage technology to break down barriers and increase communication between Federal agencies and the citizens they serve.” (https://www.performance.gov/CAP/CAP_goal_4.html) But it’s easier said than done. 

 

This workshop will provide agency leaders and managers tools they can use to make a difference not only at their agencies, but for the American citizens as well.

 

What You Will Learn: 

  • Public and private sector best practices in improving customer experience
  • Congressional and Executive Branch initiatives to drive improved
  • Tools to begin a customer experience improvement initiative at agencies
  • Employee engagement approaches to build a customer-centered culture
Why You Should Attend: 

  • To better position your program or agency to improve the customer experience for the citizens it serves
  • To provide information to help meet the   Administration’s Cross Agency Performance Goal, Improving Customer Experience with Federal Services
Who Should Attend: 

  • Leaders or managers of programs with internal or external customer interaction
  • Leaders or managers in programs charged with improving customer experience in federal departments or agencies
  • All CXOs – as they interact with the public directly and through their organizations
  • Inspector Generals who review efforts to meet the goals of the President’s Management Agenda and Goals
  • Agency Communications executives and staff (appointed and career)
  • All program managers who interact with the public and other organizations.

 

Agenda: 

 

 

 

 

 

 

 

 

 

7:30 am

 

Registration and Continental Breakfast

8:30 am

Welcome and Introduction

-Art Chantker, President, Potomac Forum, Ltd

8:45 am

Welcome & Overview

  • Connection of Customer Experience to President’s Management Agenda.
  • Customer Experience as a  a mindset - philosophy - that should be pervasive throughout an organization
  • Customer Experience Implementation in government
  • Integrating an organizations strategy, operations, budget, staff, communications, and technology to drive measurable outcomes that improve internal & external customer's experiences
  • Empower citizens through solutions that are "effective, effortless and economical"

 

-Robert Shea, Principal, Grant Thornton, Strategy Practice (Former OMB Associate Director for Administration and Government Performance)

-Rob Buhrman, Principal, Grant Thornton, Enterprise Technical Strategy & Innovation Practice  

9:00 am

Establish a CX Vision

  • Where to begin to set your organization on the path to improved customer experience
  • Learn how to create the why, prioritize efforts and how to measure success

 

-Anahita Reilly, Chief Customer Officer, General Services Administration

9:45 am

Build a CX Culture

  • What is needed to help employees understand & adopt customer service lens
  • Learn how to help existing staff embrace customer experience, how to hire customer-centered staff, and how training and performance measures can help

 

 -Karen Evans, Assistant Secretary of Energy for Cybersecurity, Energy Security and Emergency Response, Department of Energy (former Federal Chief Information Officer)- Invited

 

10:30 am

Refreshment Break

10:45 am

Capitalize on Commercial CX Trends

 

  • Key components to build and maintain a customer-centered brand 

 

-Chris Smith, Principal, Grant Thornton 

11:30 am Lunch

12:30 pm

Cultivate CX Communications

 

  • Move beyond “likes” and “clicks” to increase customers’ understanding of your program
  • Rethink internal communications to empower staff to drive customer experience  

 

-Emily Oehler, Director Communications, Change and Customer Experience, Grant Thornton

1:00 pm

Drive CX Transformation

 

Speaker to be announced

1:45 pm

Refreshment Break

 

2:00 pm

Align the Agency

 

-Martha Dorris, Principal, Dorris Consulting International

2:45  pm

Enable CX with Technology

 

  • Discuss how VA is using technology to support customer centered-services

 

Panel

-Charles Worthington, Chief Technology Officer, Department of Veterans Affairs- Invited

-Rosetta Lue, Senior Contact Center Advisor, Office of Information & Technology (OIT), U.S. Department of Veterans Affairs

-Marcy Jacobs,Executive Director, Digital Service,Department of Veterans Affairs

3:45 

Practical Approach to CX Enablement 

 

  • What you need to think about prior to selecting CX IT tools

 

Zachary Trojak, Principal-Public Sector, Medallia

 

Co-presenter:

Ashley Goode, Principal-Public Sector, Medallia

4:30 pm

Workshop Adjourns

 

Robert Shea, Principal, Grant Thornton, Strategy Practice 

 
Registration Information: 

  Early Bird Registration Fee AFTER Oct. 5th
Government Employees:
(Federal, State or Local Government Issued ID)
$695 
Special Reduced Rates in Support of Government Budget Reductions
$795
Register one person from your agency and the 2nd person receives a  $200 discount. 
The third person and additional attendees from the same agency receive a $300 discount  

Registration Includes: Presentations, Workshop Notebook, Continental Breakfast, All Day Refreshments and Hosted Luncheon

Guest Speakers: 

Karen Evans

Assistant secretary of Energy for Cybersecurity

Energy Security and Emergency Response

Department of Energy

(former Federal Chief Information Officer)

 

Karen Evans Assistant Secretary for the Office of Cybersecurity, Energy Security, and Emergency Response (CESER) at the U.S. Department of Energy (DOE). Prior to leading DOE’s cybersecurity efforts, Karen served in the public sector as a top IT official at the Office of Management and Budget, in the position that is now known as the federal CIO. She has also previously served as DOE’s CIO. Most recently, she was the National Director of the U.S. Cyber Challenge, a public-private program designed to help address a skills gap in the cybersecurity field.

Martha Dorris

Principal

Dorris Consulting International

(Former GSA Director of Strategic Programs, Integrated Technology Service)

 

Martha Dorris, principal at Dorris Consulting International, has almost 34 years of government experience in acquisition, technical and program management to customer experience. Martha has run many government organizations that build and deliver agency and citizen facing programs to deliver government services anytime, anywhere on any device. Most recently, Martha led and managed GSA’s Office of Strategic Programs where she brought a customer-centric lens to the services and acquisitions they award.

Zachary Trojak

Principal – Public Sector

Medallia 

(Customer Experience Organization to creat a world where companies are loved by customers and employees)

 

 

Zac Trojak has over 15 years of experience in customer experience strategy and transformation. As a Principal in Medallia’s Public Sector Practice, Zac leverages his background in leading customer experience operations for complex organizations to help government agencies develop phased plans for the transformative efforts that are just beginning in many places across the federal government. Prior to Medallia, Zac oversaw Customer Experience Strategy and Operations for Aramark.

Rosetta Lue

Senior Contact Center Advisor

Office of Information & Technology (OIT)

U.S. Department of Veterans Affairs

Rosetta Lue is a 2015 White House Presidential Executive Fellow and U.S. Department of Veterans Affairs (VA) Senior Contact Center Advisor. She is responsible for leading the efforts to modernize and transform the VA enterprise contact centers to improve the Veterans' experience by targeting 1,800 contact centers that employee more than 9,300 contact center personnel who process 140 million annual calls from nine million Veterans. Ms. Lue has been a key player in turning around the VA's enterprise contact centers, particularly in using the human-centered design approach to improve the experience of the Veterans and Employees. Simultaneously she oversaw the project team that developed a comprehensive plan to modernize the enterprise VA contact centers which, if fully implemented, would save VA more than $2 billion over five years.

Anahita Reilly

Chief Customer Officer

General Services Administration

 

 

Anahita Reilly is the Chief Customer Officer for the U.S. General Services Administration (GSA) where she and her team work to improve the end-to-end experience of GSA customers by aligning operations to customer needs. They do so with the use of quantitative and qualitative data and Human-Centered Design methods to identify and implement process and technology solutions to improve the Agency’s customer experience. Before joining GSA, Anahita led Data Analytics and Budget work at the Department of the Treasury with a mission to use real-time resource management data to improve managerial decision making. Additionally she has prior experience consulting for both public and private-sector organizations.

Marcy Jacobs

Executive Director

Digital Service

Department of Veterans Affairs

 

Mary Jacobs is the Executive Director of Digital Service at the U.S. Department of Veterans Affairs. She is a proven leader with a passion for creating simple and intuitive digital experiences for private citizens and federal employees. Skilled at identifying and addressing complex challenges that others avoid while ensuring investment of time and resources align with agency mission and user needs.

Ashley Goode

Principal-Public Sector

Medallia

 

Ashley Goode is a Principal at Medallia. She has more than 10 years’ experience helping best-in-class brands to build, deploy, and run successful CX and loyalty marketing programs. Ashley’s background in personalized marketing and behavioral analytics resulted in a data-driven approach to program design, focused on building a true 360° view of the customer. Prior to joining Medallia, Ashley managed Customer & Employee Experience, Localized Marketing, and Product & Brand Research for Chik-fil-A.

Instructors: 

Robert Shea

Principal

Grant Thornton LLP

(Former Associate Director for Administration and Government Performance, OMB) 

Robert Shea is a Principal at Grant Thornton who leads the public sector Strategy and Innovation practice.  He was most recently at the U.S. Office of Management and Budget (OMB) as associate director for administration and government performance. Before joining OMB, Shea served as counsel to the Senate Committee on Governmental Affairs

Rob Buhrman

Principal

Grant Thornton 

 

Rob Buhrman is a Principal in Grant Thornton’s Service Management practice. He has more than 20 years’ experience transforming public sector fee-for-service organizations, including aligning “front stage” customer experience to “backstage” service management. Rob is a leader in service strategy, design, and performance management. Additionally he successfully helps clients enhance delivery, optimize cost, and deliver value to their customers.

 

Chris Smith

Principal

Grant Thornton 

 

Chris Smith leads Grant Thornton’s Strategy and Transformation Commercial Practice. Chris’ career has focused on designing and deploying future-ready strategies for clients in the software, insurance, healthcare, retail, high tech and banking industries both domestic and international. His depth of knowledge covers corporate strategy, customer and growth strategy, and high-performance cultures. Chris has been published and/or looked to for expertise in a variety of leading publications including HBR, Fortune, Fast Company, CIO Magazine, Forbes and WSJ.

Emily Oehler

Director

Grant Thornton

As a Director at Grant Thornton, Emily Oehler leads Communications, Change and Customer Experience in the public sector. But the heart of it all, Emily is a story teller. Through 25 years of federal and commercial experience, including eight years as a TV news producer, she excels at creating and executing communication strategies that enhance brand recognition, affect change, increase understanding, improve buy-in, or inspire. Within the last 10 years, she designed and stood up four federal communications divisions – earning 15+ industry awards.

Cancellation Policy: 

Confirmed registrations who cancel within 3 business days of the program will be subject to a $250 cancellation fee. Registrations cancelled after the program starts are subject to the full registration fee. Substitutions can be made at any time. In the event a particular training workshop is cancelled, the liability of Potomac Forum, Ltd is limited to refund of any prepaid registration fee.

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