Route Fifty Roadshow

Citizens and employees increasingly expect the same seamless digital interactions they experience in the private sector with government. While many state and local governments have begun harnessing technology to streamline information and services online, creating exceptional customer experiences go beyond simply digitizing interactions. Fostering a customer-centric culture, soliciting and acting upon customer feedback, and delivering services across platforms are all essential elements to providing great customer experiences and increasing citizen trust.

In Sacramento, Route Fifty will explore these elements with state and local leaders who have made strides in providing great experiences, while also examining how to avoid common pitfalls in customer experience initiatives.

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8:00AM	Breakfast & Networking
9:00AM	Opening Remarks
9:05AM	Opening Keynote Michael Wilkening, Special Advisor on Innovation & Special Services, Office of Governor Gavin Newsom
9:25AM	Building a Customer Centric Culture With competing priorities and limited budgets, how can state and local governments ensure that their customers - from residents, to businesses, to employees, stay at the center of decision-making? This panel of government leaders will explore how to foster a customer-first culture, build trust, and better serve their customers. Amy Tong, Director and Chief Information Officer, California Department of Technology Joel Riphagen, Senior Advisor to the Director, The Financial Information System for California (FI$Cal) Andrew Peterson, Chief Information Officer, City of Oakland
10:05AM	Session presented by our underwriter Guidehouse
10:20AM	Networking Break
10:35AM	Providing Exceptional Service During Crises The most memorable interaction an individual may have with state and local governments is during a crisis - whether a natural disaster, a public health crisis, or a threat to public safety. When residents’ need them most, how can state and local governments provide the required information and services? Vance Taylor, Chief, Office of Access and Functional Needs, California Governor's Office of Emergency Services Robert de Groot, Chair, USGS ShakeAlert Joint Committee for Communication, Education, and Outreach Chief Thom Porter, Director, California Department of Forestry and Fire Protection
11:15AM	Introductory Remarks presented by Adobe Christina Arizpuro Senior Territory Account Executive, State & Local, Adobe
11:20AM	Customer Engagement through Technology From user-centric websites to digital feedback tools, open data portals to high-speed internet services, there are many ways governments can harness technology to enhance both internal and external customer engagement. This panel will explore strategies and tools for connecting and communicating with customers. Don’t miss this special luncheon session to for practical tips on the role user-experience, analytics, and personalization play in customer engagement. Rita Gass, Chief Information Officer, California Secretary of State Dolan Beckel, Director, Civic Innovation & Digital Strategy, City of San Jose Stephanie Tom, Deputy Director of Broadband and Digital Literacy, California Department of Technology
12:00PM	Closing Remarks
12:05PM	Networking Lunch exclusively underwritten by Adobe