Overview

June 9

Everything is different now.

Your constituents’ behavior is changing as they prefer self-service and social channels and expect informed, relevant and authentic interactions. At the same time, there is more data than ever, and it’s often locked in silos that make it hard to synthesize, centralize and priorities. Generational shifts in the workforce are also accelerating, and many employees expect to work from anywhere – especially after the last year.

With the right approach, forward-thinking government leaders can meet this moment and deliver exceptional constituent experiences across multiple engagement channels.

Join Government Technology on June 9 at 11 a.m. Pacific/2 p.m. Eastern as our experts discuss the key features of new operating models for high-quality constituent engagement.

Examples of successful innovations and lessons learned over the past year
How government agencies can retain the can-do spirit of change from the pandemic
How agencies can ensure the new model for constituent engagement meets the needs of residents sometimes thought of as ‘excluded’ or ‘hard to reach’

Speakers

Peter Anderson — Moderator

Senior Fellow, Center for Digital Government

Pete’s local government work began in Columbus OH, where he was the city’s first CIO and established a local CIO networking group. As CIO for the City of Fort Worth he supervised the implementation of an ERP system which replaced over 50 separate systems. Pete’s local government career also included over ten years in Public Transit CIO positions for the Columbus and Cleveland transit agencies. His most extensive volunteer commitment was serving on a large food bank board for seven years (including as President). Pete’s education at Rensselaer Polytechnic Institute, Navy Supply Corps School, Major Program Management at Fort Belvoir’s Defense System Management College and Senior Executive Leadership at Kellogg School enhanced his four decades of public sector IT work. He began his federal IT work advocating for and overseeing the funding of, numerous major projects in the Navy. Pete’s later tours included installing computer systems in the fleet and culminated as commander of a Defense Logistics Agency software development organization of 1600 employees in 13 sites. Pete has worked to make a difference in government service by taking challenging positions and leaving them award winning organizations. Pete was named a Public Technology Institute Fellow in 2012, one of 2013’s Doers, Dreamers and Drivers by Government Technology and one of Computerworld’s Premier 100 Technology Leaders of 2017.

Paula Stallcup

Director, 311 Customer Service, San Antonio, Texas

Paula X. Stallcup joined the City of San Antonio in March 1992 and has had the privilege of serving the City in a variety of leadership capacities. She currently serves as the Director of the 311 Customer Service, reporting to Assistant City Manager. In this role, Stallcup is responsible for overseeing 311 Call Center operations, advocating for residents in accessing city services, promoting the 3-1-1 and customer engagement, implementing and developing strategic initiatives to enhance citizen engagement, as well as providing leadership for the 3-1-1 and COVID Hotline teams (a staff compliment of 60 dedicated professionals). Stallcup has an excellent relationship working with City departments and community partners. Specifically, Stallcup works with the large San Antonio departments working diligently to facilitate 3-1-1 processes service requests including Animal Care Services, Development Services, Historic Preservation, Metro Health, Parks and Recreation, Public Works, and Solid Waste Management. In 2020, 311 received nearly 1 million interactions with residents for city services using the 3-1-1 Call Center, website and the 311SA Mobile App.

David Moody

VP and General Manager, Citizen Engagement, Verint

David Moody leads the Citizen Engagement group at Verint which focuses on the sale, delivery, development and support of Verint's Citizen Engagement solution. Verint Citizen Engagement is employed by government organizations across a diverse set of verticals and geographies to digitally transform service delivery, benefiting both citizens and employees.

Webinar

How to Transform Citizen Engagement in a Post-COVID World