June 24


When COVID hit the Indiana Family and Social Services Administration, the agency – like others across the country – had to find a way to provide timely information to the children and families who depend on its services. Having consistent messaging to both providers and families who could be difficult to reach consistently required a focused strategy. By leveraging smarter technologies and services, FSSA developed a unified family experience even during a time of crisis.

Every state and local government organization faces the same challenges FSSA did. Agencies need clear communication strategies for constituents to provide vital information for accessing important government services.

On June 24 at 10am PT/1pm PT, we’re partnering with Granicus to bring you the story of how Indiana’s FSSA reinvented its communications strategy. You’ll hear from FSSA Deputy Director of Communications Marni Lemons about how her agency developed a better, more consistent strategy for reaching out to constituents. And you’ll learn how you can apply the same success to your own organization.

Other topics for this panel discussion will include: 

  • How to map customer journeys and processes in order to create sophisticated, automated digital communication campaigns
  • How to reach new audiences for new state programs
  • How to use better communication tools to navigate the return to in-person work, school and service delivery



Marni Lemons

Deputy Director of Communications, Indiana Family and Social Services Administration (FSSA)

Marni Lemons is a trusted, creative communicator and strategist with more than two decades of expertise in public relations planning, media relations and reputation management in both government and corporate organizations. She returned to her roots in Indiana state government when she joined the Indiana Family and Social Services Administration in 2012, after serving in various scientific and product communications roles at Eli Lilly and Company and spending nearly a decade as spokesperson for Indianapolis Power & Light Company. As FSSA’s Deputy Director of Communications, Marni directs and supports external communications for numerous statewide programs that serve Hoosier children and adults and those with special needs. A lifelong resident of Indianapolis, Marni and her husband live in a historic home in downtown Indianapolis with two rambunctious dogs and enjoy being involved in local theater and supporting the arts.


Jeff Tzucker

Senior Consultant, Granicus Experience Group

Jeff works with clients and prospects to ensure they get the most out of their Granicus technology through the use of human-centered design. Jeff has 20 years of experience in communication and design primarily in the private sector with the past 15 years focused in digital. In his career, Jeff has led a professional sports team’s digital marketing department, taught design strategy as a Visiting Assistant Professor at Indiana University, worked in design + marketing agencies, and earned a Master’s Degree in Design from Carnegie Mellon.


Otto Doll — Moderator

Senior Fellow, Center for Digital Government

As the Minneapolis CIO for seven-plus years, Mr. Doll was responsible for all city IT services. He also served as South Dakota's CIO for 15 years with responsibility for all state government computing, telecommunications, radio, and public broadcasting. While with IT research firms, Mr. Doll has advised Fortune 1000, federal, state, and local government CIOs on information technology assessment and alignment to business needs. He has served as a director with the United States General Services Administration, developing information technology strategic plans and oversight policy. Mr. Doll received his computer science degree from Virginia Tech and is a senior executive fellow of the Kennedy School of Government, Harvard University. He is a past president of NASCIO — a national organization of state CIOs. He also is a past president of the Metropolitan Information Exchange (MIX) — a national organization of city and county CIOs. Mr. Doll was named to Government Technology's 2004 Top 25 Doers, Dreamers and Drivers.