Overview

June 28

Today’s agency leaders are expected to provide a modern, streamlined and responsive constituent experience across government -- comparable to leading private-sector organizations. But antiquated processes and systems cause customer friction and inconvenience, creating major service delivery challenges for state and local government organizations.

On June 28, Government Technology will host experts from Pegasystems and TTEC for an interactive conversation on how the combination of real-time, omni-channel artificial intelligence and end-to-end automation can help agencies streamline and strengthen constituent engagement at scale.

In this 30-minute webcast, you’ll learn:

How to bridge gaps between back-end legacy systems and front-office operations with intelligent case management
How to create fast and easy citizen engagement with digital self-service
The latest trends around data, digital services and engagement tools in government

Speakers

Bob Woolley — Moderator

Senior Fellow, Center for Digital Government, and former Chief Technical Architect, State of Utah

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. He has extensive experience with development and implementation of enterprise infrastructure and technology services. He focuses on e-government and technical architecture, with special emphasis on technical architecture implementation, planning and analysis; Web design; cloud implementation; and development of online government services. He is a specialist in Theory of Operations documentation processes and implementation of Microservice Architecture and DevOps in hybrid cloud environments.

Rosetta Carrington Lue

Industry Principal, Director for State and Local Gov, Pega, and former White House Presidential Executive Fellow

Rosetta has over 15 years of practitioner operational and strategic leadership in government customer experience transformation and technology modernization initiatives. Before joining Pega, Lue was appointed as a White House Presidential Executive Fellow and worked as a Senior Executive Service (SES) assigned to the Veterans Administration in Washington, DC. There she was responsible for leading the VA Secretary’s efforts to modernize and transform the VA enterprise contact centers to improve the Veterans’ experience targeting 1,800 contact centers, processing 140M annual calls from 9M Veterans, their Families, Survivors, and Caregivers. Prior to her federal government appointment, Lue served as the Deputy Managing Director and Chief Customer Experience Officer for the City of Philadelphia where she responsible for launching and overseeing the nationally awarded Philly311 Contact Center Operations.

Scott Hartman

Vice President Digital Solutions, State and Local Gov, TTEC

Scott leads TTEC’s public sector business – evaluating, innovating and planning to optimize clients’ CX strategy. Prior to joining TTEC in 2020, he served as the Director of SLED for ConvergeOne and spent 24 years at Verizon with a focus on public sector clients. Scott is an expert in process improvement and a Certified Lean Six Sigma Blackbelt.

Webinar

Closing the Service Gap: Using AI and Automation to Improve Constituent Experience