Digital Services Series: Customer Experiences Recap
Digital transformation across government has led to vast improvements in the quality of services delivered to Americans nationwide, and has helped provide special assistance amidst the pandemic. Hear from federal technology executives on how their agencies are implementing new digital services and expanding their capacities to provide the best user experience for millions of U.S. citizens.
Fireside Chat: Modernizing Government: What's Next?
IT modernization across federal agencies has made it significantly easier to provide benefits quicker and more directly through digital services, a process that has become increasingly vital amidst the COVID-19 pandemic.
- Dave Zvenyach, Deputy Commissioner, Federal Acquisition Service & Director, Technology Transformation Services, GSA
- Moderator: Michael Hoffman, President, GovCIO Media & Research
Principles of the Digital Service Experience
Principles of the Digital Service Experience
Innovators of federal digital services rely on methodologies and strategies around concepts like human-centered design, agile and modern acquisition to deliver efficient and working solutions. All these must also take into account security and privacy. Leaders discuss what the optimal secure user experience looks like to ensure agency systems and data are safe.
- Julia Elman, Security Experience Lead for login.gov, GSA
- Dave Mazik, Director, Lighthouse API Program, VA
- Mitch Winans, Senior Advisor, Enterprise Digitalization, IRS
- Moderator: Melissa Harris, Staff Writer/Researcher, GovCIO Media & Research
Customer Service for National and Homeland Security
As national and homeland security-focused agencies enhance their digital services portfolios, good customer service is an imperative. Hear from digital services leaders at ICE and the Air Force’s software development and acquisition unit, Kessel Run, about how they’re balancing national and homeland security concerns and innovative technologies while delivering superior customer service.
- Purvi Desai, Chief, All Domain Common Platform, Kessel Run, U.S. Air Force
- Scott Kirby, Chief, Strategy and Operations Analysis Unit, ICE
- Moderator: Kate Macri, Staff Writer/Researcher, GovCIO Media & Research
The Promise of Digitization
Many agencies have transitioned in-person processes to online applications. Hear from developers on how their organizations have begun to create new digital portals incorporating human-centered design to increase the convenience and ease of access for vital services while protecting information privacy.
- Karen Howard, Director, Office of Online Services, IRS
- Barbara Morton, Deputy Chief Veterans Experience Officer, VA
- Nico Papafil, Director, 10x, GSA
- Moderator: Sarah Sybert, Staff Writer/Researcher, GovCIO Media & Research
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Human-Centered Design's Key Role in Improved Government Services
Leaders at GSA, IRS and VA discuss new digital services that help customers navigate government services.
7m read -
Plugging in the User Needs For Improved Experiences
Agencies are working with their users to determine which technologies will improve the digital experience.
7m read -
VA Advances 3D Printing During Pandemic
The agency’s medical 3D-printing network is improving the patient experience.
7m read -
How Air Force's Software Arm Tackles Common Modernization Challenges
Kessel Run hopes its work will encourage more collaboration across the Defense Department.
7m read
