Overview

November 18
10AM PT, 1PM ET

Register

A resident asks a question on an agency website. The chatbot responds with a phone number. When they call, the employee has no record of the conversation. Government has added another digital channel, but the resident is still doing the work of connecting the pieces.

Better service depends on what happens between those touchpoints. Journey orchestration connects digital interactions, phone conversations and employee support so residents can move toward resolution without repeating their story at every step.

Join Government Technology and Genesys for a 30-minute discussion on building connected resident experiences across channels and departments.

You’ll learn how to:

  • Keep context moving with the resident. Give employees visibility into prior interactions, attempted self-service and the reason someone needs help.
  • Apply a "no wrong door" approach to all constituent interactions. Connect residents to the answers they’re looking for and the services they need, regardless of how they initiate contact.
  • Make your investments work together. Bring routing, analytics, automation and employee solutions around a shared service goal.

Together, we’ll explore how agencies can move beyond isolated contact center improvements and coordinate the full journey, from an initial question to a completed task.

Attend the live webinar to obtain your complimentary certificate of attendance!

Speakers

Steven Boberski headshot

Steven Boberski

Public Sector Field CTO, Genesys

Steven Boberski currently serves as the Public Sector Field CTO for Genesys. A digital transformation and compliance subject matter expert, Steve brings more than two decades of experience designing, selling and delivering secure, complex information technology and telecommunications solutions to enable government and commercial enterprise IT transformation. Steve has a BA in English Writing and Political Science from the University of Pittsburgh and an MS in Systems Engineering from George Washington University.

Sean McSpaden headshot

Sean McSpaden — Moderator

Senior Fellow, Center for Digital Government

Sean McSpaden is an executive level information technology professional with over 30 years of experience in the private, non-profit, and public sectors. His background includes the start-up and management of several small businesses and he has served on the Board of Directors or in Executive Director positions for several 501(c)(3) non-profit organizations. Sean’s public service experience includes progressively responsible positions as an IT analyst, and in statewide coordination, management and leadership positions within the Executive and Legislative branches of Oregon state government.

From June 2008 to September 2013, Sean served as the state of Oregon’s Deputy State Chief Information Officer. Since 2013, Sean has served as a Principal Legislative IT Analyst with the Oregon Legislative Fiscal Office and as the Committee Administrator for Oregon’s Joint Legislative Committee on Information Management and Technology. In addition, Sean serves as a member Oregon’s Task Force on Artificial Intelligence and as Oregon’s representative to the National Conference of State Legislatures (NCSL) Taskforce on Artificial Intelligence, Cybersecurity and Privacy.

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