Overview

Agencies are modernizing and digitizing to enhance the accessibility and user-friendliness of government services. The ultimate goal is to create a seamless experience for constituents. However, the complex array of agencies and services can make it hard for constituents to find the information they need or the agency they need to contact, leading to missed deadlines, lack of awareness about their rights and benefits, and confusion regarding application processes.

Leveraging cutting-edge technology tools like automation, self-service and Generative AI enables governments to establish an integrated digital front door for constituent services. This approach eliminates friction and frustration, making interactions smoother and more efficient. On this Government Technology webcast, experts from the Center for Digital Government and NICE’s Government CX team will show how you can:

Define a digital front door that enables constituents to interact seamlessly with state agencies across various channels
Simplify service accessibility through automated self-service options and proactive engagement tools using natural language
Enhance employee experience by providing real-time agent assistance and ensuring consistent, compliant knowledge across departments and channels
Continuously improve service quality by leveraging advanced reporting and analytics in your contact center operations

Speakers

Chris Zerega

Regional Vice President, NICE

Chris Zerega has been a leader in the Enterprise and SLED domain for 12 years. With a tenure of over 20 years in the contact center business, Chris is instrumental in bringing CX focused applications to Government, helping them to modernize and transform their citizens’ digital experiences.

Collin Alexander

Account Executive Public Sector, NICE

Collin Alexander is a seasoned business executive, leading sales teams to transform government agencies’ services to be more accessible and reliable for the benefit of US citizens and Government employees alike. Collin is a USMC veteran, and prior to joining NICE, he was an account executive at Empirix.

Craig Orgeron — Moderator

Senior Fellow, Center for Digital Government

Dr. Orgeron has extensive information technology experience in both the private sector and the federal and state level of the public sector. Currently, Dr. Orgeron is Professor of Management Information Systems in the Else School of Management at Millsaps College. After beginning his career as a communications-computer systems officer in the United States Air Force, he served as the Executive Director of the Mississippi Department of Information Technology Services (ITS) and Chief Information Officer for the State of Mississippi. In this role, Dr. Orgeron provided statewide leadership in the provision of services that facilitated cost-effective information processing and telecommunication solutions for Mississippi government agencies and institutions. Dr. Orgeron has served as an Executive Government Advisor with Amazon Web Services (AWS), President of the National Association of State Chief Information Officers (NASCIO) and on the Executive Committee of the Multi-State Information Sharing & Analysis Center (MS-ISAC), as well as participated in numerous government information technology task forces and committees.

Webinar

A Digital Front Door to Government: Creating a Frictionless Constituent Experience