

Improving Public Sector Customer Experience
All event times are U.S. Eastern time
- Sep 09 2025
- 1:00 pm - 3:00 pm
The Digital Government Institute team has been covering the topic of Government Customer Experience since our founding in 1998. Each year we produce two virtual programs focusing on “Improving Public Sector Customer Experience.” This virtual workshop is designed to provide valuable insights and practical strategies for government CX leaders and IT professionals to revolutionize the way they engage with citizens and support their workforce. Our subject matter experts will explore the latest trends, tools, and techniques driving improvements in service delivery, streamline processes, and foster a more responsive and efficient public sector environment.
We will delve into best practices for implementing human-centered designs, leveraging technology to improve service accessibility, and creating a positive organizational culture that values employee well-being and engagement. Participants will hear success stories from various government agencies, gaining actionable ideas to enhance both customer and employee experiences within their own organizations. Whether you are looking to initiate new projects or refine existing practices, this program will equip you with the knowledge and inspiration needed to create impactful and lasting change in the public sector.
AGENDA
1:00pm
Welcome and Opening Remarks

Mike Smoyer,
President, Digital Government Institute
1:00pm
USMC: Elevating CX with Disruptive Tech and Agile Transformation

Dave Raley
Digital Program Manager, Marine Corps Community Services
1:30pm
From Friction to Flow: Improving Citizen Experience with Smarter Communication
Citizens today expect government services to be as seamless as the private sector, but many agencies struggle with outdated and fragmented communication. This session will share practical ways to connect secure communication, intelligent automation, and real-time interaction to reduce friction and create a smoother citizen experience. We will compare citizen expectations with the current reality and highlight where the public sector can better meet the growing demand for digital channels. Attendees will leave with clear steps to improve response times, build trust, and deliver lasting impact for their communities.

Dean Withey
Head of AI, Soprano Design
1:45pm
Improve Employee Experience with Custom AI Assistants built on M365 Copilot

Wole Moses
Chief AI Officer, Microsoft Federal Civilian
2:15pm
Smarter Government, Human-Centered Service: AI and the Future of CX

Donald Bauer
Partner, Principal Consultant Strategic Results Consulting, LLC
Former CTO, Office Technology Services, Global Talent Management, U.S. State Department
3:00pm
Closing Comments
- CPE CREDITS 2.0
In order to receive CPE credit, attendees must fulfill all of these requirements:
- Attend the entire program
- Respond to all poll questions
- Complete and submit the post-event survey
Sponsor
Organizer Name
Sponsors

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Microsoft
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Website
https://www.microsoft.com/en-us/federal

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Soprano Design
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Website
https://www.sopranodesign.com/
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