Overview

March 30

Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas.

But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies.

Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services.

For an overview on how state and local agencies can make better use of chatbots, join us March 30 at 11 PT / 2 ET. This 30-minute webinar will cover several key areas, including:

• How chatbots can free up agency employees for the highest-value work
• How to bridge the constituent journey across multiple touchpoints
• Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started

Speakers

Tony Pearson

Solution Consultant Leader for Public Sector, Genesys

Tony Pearson, Solution Consultant Leader for Public Sector, focused on improving the constituent experience. Over the past 7 years at Genesys, Tony has been working with government agencies and Enterprise customers as they leverage technology within their call center to transform the customer experience. Prior to joining Genesys, Tony worked in various roles in and around the contact center from building and maintaining the underlying technology to being a front line contact center agent. Tony holds his Bachelor of Science from Villanova University and Master of Science from Penn State University.

Renée Murray

E-Government Program Lead, Mississippi Department of Information Technology Services (ITS)

Renée has been with the Mississippi Department of Information Technology Services (ITS) for 23 years starting in the Strategic Services Division as an Agency Planner. E-Government was the first project Renée was assigned at ITS when she was tasked with encouraging agencies to move services online. Through stints as a project manager, business analyst, and procurement manager, oversight of the E-Government Program has remained a constant focus. Mississippi’s program launches well over 20 services each year and serves nearly 100 government entities in the state. The program has won 135 national awards culminating with a first-place win in the Centers for Digital Government’s annual Government Experience Awards in 2020. Mississippi received top honors for the seamless use of emerging technology, introduction of advanced citizen-centric platforms, and people-first delivery of digital government services. MISSI, the state’s chatbot, is the nation’s first digital government chatbot and serves as the cornerstone of the experience.

Bob Woolley — Moderator

Senior Fellow, Center for Digital Government

Bob was the chief technical architect for the state of Utah’s Department of Technology Services, including the development of the state’s Utah.gov portal. Utah has been widely recognized in these areas with numerous national awards. He has also been a technical lead and RFP writer for the WSCA/NASPO Cloud and Data Communication Procurements. He has experience with state, county and higher education employee skill assessments and technology upgrade implementations.

Webinar

Building a Better Bot: Optimizing Chatbots for Government Services