Event Details
The Federal Focus to Improve Customer Experience
About the Program
The Federal Government provides vital services to millions of Americans every day, from healthcare, housing, education assistance, veterans support, tax filing, or requesting unemployment. Most of these interactions are specific moments of need in a person’s life, such as applying for disaster relief or turning 65 and claiming their social security benefits. The challenge is often navigating a complex process with limited visibility into the next steps or waiting months for a response. Services should also be accessible to people of all abilities, with multiple self-service channels, not only catering to a tech-savvy demographic.
On December 13, 2021, President Biden signed Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. The White House announced its commitment “to ensuring an effective, equitable, and accountable Government that meets the needs of the people.”
In this session, Jessica will dive into the importance of putting people at the center of service design and delivery. She will cover Human-centered Design (HCD) and Service Design concepts through a scenario-based example considering both internal and external customers.
Presented by: Jessica Alfaro
Jessica brings 20 years of experience in federal IT management consulting, implementing solutions and strategies to help clients on their digital transformation journey. As the Managing Director of Acuity’s Technology Solutions Group (TSG), she oversees the development and expansion of Acuity’s technical capabilities, technology partner management, and strategic initiatives to attract, train and retain talent through skills development and knowledge sharing programs. She promotes process performance and continual improvement through established governance and training for successful adoption of best practices such as Agile, ITIL, HCD, DevSecOps, and CMMI.
Agenda
12:00 Noon to 12:30 PM – Networking and Introduction
12:30 PM to 1:45 PM – Program
1:45 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Event Ends
Date/Time
June 10, 2022 | 12:00 - 2:00 PM EDT
This event is free for everyone, but our work is funded by our members. Not a member yet? Join here.