Overview

September 13

Government agencies recognize that seamless, efficient and connected services are a critical component to rebuild pride and trust in government. But legacy systems remain a major obstacle. And it’s impossible for agencies to scale their workforce to meet the increasing demands for public services and information.

This challenge is often solved with technology, but reducing human interactions can result in cold and impersonal constituent experiences. By prioritizing empathy along with efficiency and effectiveness, organizations can create experiences that are easy and intuitive, building trust in government services.

Join us for a 30-minute webinar on September 13 to learn how government can deliver more empathetic services.

During this webinar, you’ll learn:

How integrating empathy into service design can create experiences that build trust and confidence in government.
The four critical systems to measure and deliver empathy at scale.
How to leverage data, artificial intelligence (AI) and new engagement tools to deliver more empathetic services

Speakers

Dave Cebrowski

Sr. Solution Consultant, Genesys

Dave Cebrowski is a Senior Solution Consultant with Genesys. With three decades of experience in call center technologies, telecommunications management and analysis, Dave has invaluable insight and experience helping private and public sector organizations implement the right technical solutions to improve customer experiences. In his spare time he composes music for film and TV from his recording studio in Utah.

Bill Rials — Moderator

Senior Fellow, Center for Digital Government

William (Bill) Rials, Ph.D., is a professor and associate director (department chair) of the Tulane University School of Professional Advancement IT and Cybersecurity Program, where he focuses on continually delivering and updating the program curriculum based on innovative and emerging technologies. Before transitioning to academia and higher education, he had a diverse gov tech career delivering value to state agencies, local governments, and law enforcement agencies throughout the state of Mississippi. He has served in CIO, CTO, and CISO roles for local governments and also in various leadership positions within the state of Mississippi’s IT organization as a deputy to the state CIO. Dr. Rials holds a bachelor’s degree in business administration from Belhaven University, a master’s degree in computer information systems and cybersecurity from Missouri State University, as well as a Ph.D. in higher education administration and public administration from Jackson State University. His dissertation research involved the critical factors that affect the adoption of cloud services within the public sector. He is a noted expert in the IT and cybersecurity space and is frequently quoted by national media outlets. He is also a frequent contributor to national IT government organizations such as NASTD and NASCIO.

Webinar

Improving Constituent Experiences with Empathetic Service at Scale