With advancements in technology and service delivery, government agencies are faced with the challenge to keep pace with rising expectations from the public to deliver the same level of service received in the private sector or better. In order to deliver on this expectation, government agencies are faced with creating a cultural shift that literally shapes a new citizen engagement strategy involving technology, policy, programs, collaboration intra/inter-agency, customer friendly interaction and two-way mechanisms for feedback and best practices in service delivery. With the number of citizens who will require government service interactions growing literally every day, and those very same citizens demanding a leadership role in how they receive those services, “customer-centric government” is no longer a buzz word, but a necessity.
Moderator: Jason Miller – Editorial Director Federal News Radio Panelists:
Gwynne Kostin – Director, Digital Services Innovation Center, Office of Citizen Services & Innovative Technologies, General Services Administration Amanda Nguyen – Director of Web Communications, Department of Agriculture Ron Woody – Senior Solutions Architect, Xerox