Thank you for your interest in participating in DCI Roundtables!
Welcome to the newly created GovCX Roundtables.These roundtables are intended to be open, interactive discussions among customer experience, IT, program and digital services professionals who are passionate about improving government’s services to employees and customers. These are intended to be agile, adding new topics and roundtables as the conversations take place.
This series is open to both industry and government.
GovCX Roundtable #1:
Lessons Learned from Key Gov CX Leaders
Thursday, June 25, 2020 at 11am ET
Key government CX leaders from across the government will share how they have responded to the demands of COVID-19, from moving to remote work for employees to the creation of new programs, or delivery of existing programs.
What has been the impact on the government and industry staff?
How has this impacted employee engagement?
Where were the gaps in being able to deliver services internally and externally?
GovCX Roundtable #2:
The Drive for End-to-End Digital Services in the Post COVID World
Tuesday, July 14, 2020 at 2pm ET
One of the findings during COVID-19 has been the need for the public and employees to interact and engage with the government through end-to-end digital services. Whether it’s paying your taxes, obtaining healthcare, understanding and collecting benefits, knowing where and when it’s safe to return to their pre-COVID lives. The public experienced many new and touchless experiences in their personal lives such as depositing checks online (which we could do previously) or scheduling and having a telehealth appointment, ordering groceries or food and having it delivered (pre-paid) on your front porch. How can the government leverage these experiences and the way they are conducting business now - keep what works and tweak what doesn't? What are the tactics that allow the government to respond with speed, efficiency and effectiveness?
GovCX Roundtable #3:
Lessons Learned from Contact Center Operations in the Post COVID World
Wednesday, August 12, 2020 at 2pm ET
COVID-19 has demonstrated the public’s need to be able to connect with a person via their channel of choice especially when the online and self service options aren’t solving their problems. Thousands of customer service representatives in government and industry were moved to remote work in a short period of time. How do we prepare for this in the future? What have we learned through this experience that can prepare us for future challenges and more importantly, what did we learn that we should continue to practice?
Many agencies, including the Department of Health and Human Services’ Center for Disease Control (CDC), Food and Drug Administration (FDA), Internal Revenue Service (IRS), Federal Student Aid and USAgov among others have experienced increased calls to their contact centers and increased traffic to their websites. For example, CDC Info has increased their calls and emails to 16,000 calls per day and emails to 2,000 per day. Went from 50 agents to 250 agents and 24/7 coverage. HHS’ National Results Notification Center has more than 260 onsite and home-based agents that notify 10,000 individuals per day of their COVID-19 test results. At Federal Student Aid’s CARES Act Implementation, FSA sent more than 2 million letters to student loan holders and made system changes to support the waived payments - all within 10 days of the waiver’s enactment since the Act temporarily waived payment on student loans during the pandemic.
“THANK YOU SO MUCH FOR INVITING US TO YOUR ROUND TABLES AND, ESPECIALLY, FOR HELPING ARRANGE OUR VISIT TO AMAZON. WE LEARNED SO MUCH WHILE WORKING ON THIS PROJECT AND FEEL VERY GRATEFUL TO YOU FOR SHARING YOUR EXPERTISE. WE FINALLY PUBLISHED OUR EVALUATION OF USPS CUSTOMER CARE CENTERS TODAY. CHECK THEM OUT HERE. "
CHRISTINE LYONS / RISK ANALYSIS RESEARCH CENTER / U.S. POSTAL SERVICE
“THANK YOU MARTHA. IT WAS A GREAT EVENT AND THANKS FOR YOUR SUPPOR AS WE GROW OUR BUSINESS."
ADAM SLAGOWSKI/ PRESIDENT OF MISSIONSIDE
“THIS FIRST SERIES OF ROUNDTABLES PROVIDED AN EXCELLENT OPPORTUNITY FOR INDUSTRY AND GOVERNMENT TO COME TOGETHER TO DISCUSS IMPORTANT TOPICS AROUND MODERNIZATION OF CONTACT CENTERS. IT WAS GREAT TO BE A PART OF THEM. LOOK FORWARD TO 2019."
MARYANN MONROE/ DIRECTOR OF CUSTOMER EXPERIENCE/ HIGHPOINT GLOBAL