Building and Scaling Human-Centered Citizen Experiences–Keys for Success

Sponsored by IBM Watson Health

Wednesday, December 11

2:45 pm – 3:45 pm

Got GaaS?

David Farrell
Offering Leader – IBM Social Program Management, IBM Watson Health

Legislation, recommendations, and citizen demand tell us that great digital services are consistent, user friendly, and available online from any device. What does it take to make this a reality? Hear practical advice for business and technical leaders based on the lessons learned building and scaling multi-program portals used by government agencies in states, counties, and globally.
Why are some States using native web apps for citizen engagement, some using responsive web applications, and some both?
What is a Design System, and why is it not enough on its own to deliver great online services?
How do you balance build vs. buy decisions for citizen portals?

These questions and more are addressed in this session.

U.S Federal government customer satisfaction declined in 2018. Why? As with most things, it’s complex…but long wait times, poor office experiences, and difficult-to-use technology all contribute to citizens feeling like governments don’t value them or their time, or treat them with fairness and respect. One of the impacts of this is reduced engagement between citizens and their government. In fact, research suggests that this might explain why people receiving benefits are less likely to vote.

To tackle this, governments are prioritizing inclusive, accessible public services. They’re involving their citi zens in the process of designing those services. And they’re promoting digital as the default channel for engaging with government through their own digital strategies. And yet, while by many measures eGovernment is strengthening globally, there’s still a huge distance to travel. The US Federal Government spends 11.4 billion hours annually, processing paper forms. Almost half of US states don’t have an online portal for benefits applications designed for use on a mobile device.

But building great digital services is not easy. Using examples both good and not so good, this session explores the business, technical and operational challenges for any Government organization looking to take applications for services online, and suggests strategies for dealing with them.

About GTS Educational Events

If you are a nonprofit or public sector group looking to create a conference, workshop or educational event with impact, look to GTS. We believe educational events are successful when participants learn and grow and then return to their organizations and communities to make them stronger. We look forward to continuing our work with the broad spectrum of organizations striving to make a difference for the people and communities they serve.

Steering Committee

Alex Hepp, City of Hopkins
Bill Bleckwehl, Cisco
Dave Andrews, DEED
Jay Wyant, Minnesota IT Services
Jim Hall, Ramsey County
Matt Bailey, IBM
Melissa Reeder, League of Minnesota Cities
Nathan Beran, City of New Ulm
Sue Wallace, IT Futures Foundation
Lisa Meredith, Minnesota Counties Computer Cooperative
Justin Kaufman, Minnesota IT Services
Renee Heinbuch, Washington County/MNCITLA
Jerine Rosato, Ramsey County
David Berthiaume, Minnesota IT Services
Cory Tramm, Sourcewell Tech 

Content Committee

Tomas Alvarez, Federal Reserve
Tom Ammons, MN.IT – Central
Dave Andrews, MN State Services for the Blind
Susan Bousquet, MN.IT – DOT
Robert Granvin, Metro State
Alex Hepp, City of Hopkins
Shawntan Howell, Ramsey County
Jenny Johnson, Metropolitan Council
Millicent Kasal, MN.IT – Central
Ping Li, MN.IT – MMB
Chibuzor Nnaji, MN.IT – DHS
Mehrdad Shabestari, MN.IT – Central