All times are subject to change.
Welcome Remarks
Anil Chakravarthy
President of Digital Experience Business
Adobe
Bill Donellan
VP of Public Sector
Adobe
Jonathan Benett
Technical Director of Digital Government Solutions
Adobe
Panel
The Future of CX
The White House recently released an executive order focused on transforming customer experience and service delivery for the public and federal agencies. This push to modernize government digital service delivery is not just a federal mandate, but is also a priority for state and local government leaders. Now, government is looking for ways to be more innovative and adopt simple, seamless and secure solutions faster to meet the overwhelming needs of both the public and their workforce. During this session, you will hear from federal and state government technology leaders discuss ways they are leveraging these new CX policy priorities to accelerate the modernization of government services. They will explore how government services can be delivered in ways the public now demands and expects — quick, easy, secure, and accessible.
Clare Martorana
Federal Chief Information Officer, Office of Management & Budget
Executive Office of the President
William Zielinski
Chief Information Officer
City of Dallas
Suzette Kent
Former Federal CIO
United States Federal Government
Fireside
Personalizing The Citizen Experience
People are at the heart of everything the government supports. Now, with public sector facing growing pressure to match the level of excellence modeled by the private sector when it comes to digital service delivery, government leaders are looking for ways to re-invest in the customer experience so that they can deliver secure, effective, equitable, and accessible solutions that are personalized. The concept of personalization, however, is still new to the public sector. So how does an agency roadmap a seamless digital lexperience that builds trust and deepens relationships with their constituents? During this session, hear Service Canada's Director General of Digital Services, Michel Laviolette. He'll share stories of how Service Canada restored user trust by providing exceptional digital experiences to their citizens, employees, visitors, and businesses with a customized and personalized digital front door.
Michel Laviolette
Director of General Digital Services, Service Canada
Government of Canada
Teri Takai
Senior Vice President
The Center for Digital Government
Fireside
Digitizing Health Information with a Customer-Focused Mindset
Having the right data at the right time is mission critical to today’s healthcare challenges from allowing patients more choices for managing their care to providers delivering a truly connected care experience. Delivering healthcare coverage and services to more than 100 million people, the Centers for Medicare and Medicaid Services (CMS) relies on a seamless, secure exchange and access of digital health information to reduce administrative burden, advance interoperability, set national standards, and engage members, patients, and providers to understand their experiences, inform solutions and infuse a customer-focused mindset. In this session, CMS’ Health Informatics and Interoperability Group will discuss their digital transformation journey to improve interoperability and service delivery while personalizing member and patient experiences.
Alexandra Mugge, MPH
Director and Deputy Chief Health Informatics Officer
Centers for Medicare & Medicaid Services
James Hanson
Head of Public Sector Industry Strategy
Adobe
Track Introductions
Join Adobe's Jonathan Benett as he guides you through this year's Experience Makers Government Forum. During this brief conversation, learn all about the upcoming conversations so you can better experience how federal leaders are building integrated digital experiences, how the Department of Defense is using digital solutions to engage and communicate with service members and civilian workers, and how state and local governments are improving digital services, expanding remote access, and providing better tools for their workforce.
Jonathan Benett
Technical Director of Digital Government Solutions
Adobe
Keynote Introduction
Craig Abod
President
Carahsoft Technology Corp.
Keynote
Manhunters: How We Took Down Pablo Escobar
Javier Peña and Steve Murphy are former DEA agents best known for bringing down Colombian drug kingpin Pablo Escobar in the ’90s, as dramatized on the first two seasons of Netflix series Narcos and chronicled in their book Manhunters: How We Took Down Pablo Escobar. During this closing conversation, join these legendary operatives as they tell the true story of how they helped put an end to one of the world’s most infamous narco-terrorists. They will describe the innovative digital strategies and technology used to conduct the effective investigation, as well as the challenges they encountered while taking down one of the world's most charismatic criminals.
Steve Murphy
Former Special Agent in Charge
U.S. Drug Enforcement Administration
Javier Peña
Former Special Agent in Charge
U.S. Drug Enforcement Administration
All times are subject to change.
Panel
The End-to-End Approach for Digital Asset Management
Across the government, agencies rely on new technologies to provide services that meet the evolving expectations of both their workforce and the general public. With a more scattered workforce, organizations now need content platforms that keep pace with the speed of today's work. During this session, we will explore the new ways to create digital content and provide remarkable experiences. Join leaders as they share best practices for creating, storing, and distributing a wide range of content such as photos, videos, and web assets. They will go through workflows that show ways to collaborate quickly and securely, create consistency across organizational assets, and streamline your content processes — from creation to delivery — for experiences that engage both your internal and external audience.
Michael Johnson
Division Chief of Digital Engagement
ICE Office of Public Affairs
Merritt Baer
Principal, Office of the CISO
AWS
Geoffrey Mroz
Principal Digital Strategist
Adobe
Panel
Trust Without Compromise: Ensuring Reliability in the Digital Age
Citizens and businesses are now more dependent than ever on government. As organizations continue to create new opportunities to connect with consumers and their workforce, there is an element that underpins each of these priorities — digital trust. Therefore, most agencies have begun to integrate agile methods to remain safe and secure, while also providing transparency in their technologies and processes to ensure that there is confidence in their solutions, operations, and actions. During this session, join leaders to learn how they are fighting misinformation and including layers of verifiable trust in all types of digital content through provenance and attribution solutions.
Stephan Mitchev
Acting Chief Technology Officer
United States Patent and Trademark Office
John Landwehr
VP and Public Sector CTO
Adobe
David Santiago
Head of Industry, Document Cloud, Public Sector
Adobe
Networking Break and Lunch
Panel
Building an Intelligent Forms Management Strategy
The Federal Government has around 23,000 forms that are used to carry out important functions and provide critical services and benefits to the public. In the case of paper-only forms, workers spend countless hours recreating and quality checking handwritten, ink-to-paper entries. Where digital forms exist, they are often simply fillable PDFs on a desktop that still require manual processing because the data isn't collected in a format that can be automatically processed. The need to manually process both of these types of forms leads to more than 11.4 billion hours of paperwork annually. By switching to electronic, mobile responsive workflows and digital enrollment solutions, federal agencies can remove obstacles that arise when using a paper-based process, and provide a clear audit trail and shared insights. By eliminating administrative tasks such as printing, emailing and scanning, employees also have more time to do valuable, high-impact work that creates a better well-being and supports mission-critical goals. This task is complex, but a tried-and-true formula can help organizations move faster and with limited resources. In this session, explore how digital documents and mobile responsive forms can be built into everyday processes and integrated into existing platforms to improve the speed, security, and quality of service delivery.
Harrison Smith
Director of Enterprise Digitalization
IRS
Gardy Rosius
Deputy CIO of Architecture Engineering Technology and Innovation
Department of Energy
Max Everett
Former CIO
Department of Energy
Margaret Graves
IBM Partner for Digital Modernization Strategy & Fellow for the IBM Center for the Business of Government
IBM (Former Deputy Federal CIO)
All times are subject to change.
Panel
Improving the Nation's Cybersecurity with Zero Trust
As organizations’ systems expand and evolve from on-premise to cloud-enabled and mobile environments, traditional perimeter-based security approaches become stretched. There is no Zero Trust “Silver Bullet,” and no single product is likely to achieve Zero Trust Architecture alone. However, there has been great progress this year by the Department of Defense (DoD) and Federal Government such as a DoD program office and pilot programs, the release of the Executive Order on Improving the Nation’s Cybersecurity and the Office of Management and Budget’s Federal Zero Trust Strategy, along with a General Services Administration ZTA buyers guide. This panel will discuss next steps your organization can take understanding that each organization starts the process of modernizing their security from their own unique place.
Gerald J. Caron III
CIO / Assistant Inspector General of Information Technology, Office of Inspector General
Department of Health and Human Services
Ross Nodurft
Executive Director
The Alliance for Digital Innovation
Steve Gottwals
Technical Director of Security Solutions
Adobe
Panel
The Golden Age of Creativity and the Modern Workplace
Creativity is no longer just an output or medium. It’s no longer the exclusive realm of designers and creators. Department of Defense (DoD) service members and civilian employees are all creative in their own unique ways. It belongs to everyone; it’s everywhere, and ultimately, creativity is what connects us all. New channels and mediums, such as voice, augmented and virtual reality, and more, are helping creators (individuals, companies, governments) innovate from a storytelling and experience perspective, while technology works behind the scenes to accelerate productivity for individuals and teams. This session will explore how the demand for content has placed new demands on an organization’s tools and workforce. You'll learn approaches that help change the human perspective, use cloud, automation, and artificial intelligence to unlock endless possibilities that come with the burdens of ineffective collaboration in the modern workplace.
Thomas Kenney
Chief Data Officer and Chief of AI
U.S. Special Operations Command
Terry White
Principal Director of Creative Cloud Evangelist
Adobe
Networking Break and Lunch
Panel
The Future of Work – Redefining the Experience for the Workforce
As we enter a new chapter — the biggest transformation in how we work since World War II — it is critical to give the Department of Defense (DoD) service member and civilian employees a modern experience from hiring to retirement for workforce support activities. Purpose, job satisfaction, and being mission ready matter now more than ever. This includes looking at each experience from their perspective and consistently providing them with the tools, access, information, support they need to be a valuable contributor to overall mission, and stretch their muscles with new skills. As the military adapts to the demand for digital-first everything, this panel will unpack the emerging trends that are driving deep and long-lasting transformation, how to combine cultural, digital, physical, and learning and development to create an overall employee and student experience, and how investments made today will drive the future of the connected mission and employee experience for a more resilient and empowered workforce.
Col John Stanley
Director of Innovation Support Operations, 75th Innovation Command
Army Reserve
Lt Gen Bob Ashley
CEO
Ashley Global Leadership and Strategy, LLC
Matthew Rose
Business Strategy Manager
Adobe
All times are subject to change.
Panel
Preparing State and Local Government for the Future of Work
Today’s digital world offers unlimited potential for state and local governments to innovate and collaborate internally, across organizations, and with citizens. In many ways, however, that laid the groundwork to enable greater flexibility in how employees will work in the future. This leaves local leaders wondering: What does the workplace of the future look like? During this session you will learn from state and local leaders on their approaches to prepare for the workplace of tomorrow. They will discuss what the new normal looks like and the types of technology tools necessary to continue functioning against uncertain future scenarios.
Glen Gilbertson
Chief Information Officer
Hennepin County, Minnesota
Michael Rossman
Chief Human Resources Officer
Hennepin County, Minnesota
Melinda Stewart
Executive Director of Digital Innovation & Technology
Virginia Information Technologies Agency (VITA)
Jennie Strobeck
Public Sector Chief of Staff
Adobe
Panel
Bridging the Digital Divide with Effective Content Strategies
Citizens view government agencies as experts in the areas they serve. Whether an agency provides information during emergencies, offers context to understanding newly enacted laws or policies, or serves as a trusted research resource, the way agencies communicate impacts lives. Since most interactions are now taking place in a digital space, organizations need a content strategy that keeps pace with the speed of today's work, taking into account the citizens they serve. During this session, learn from leaders about best practices for developing an effective, equitable content strategy that allows teams and citizens to work seamlessly and securely, regardless of digital access.
Chris Wollesen
Web Content Management Supervisor
Illinois Department of Innovation & Technology
Christina Adams
Digital Accessibility Software Engineer
Siteimprove
David Thorpe
Vice President of Strategy & Consulting
Publicis Sapient
Chris Lim
National Practice Director, State and Local Government
Adobe
Networking Break and Lunch
Panel
Innovation Sneaks: Adobe's approach to Digital Literacy, Web Accessibility, and Equity
Join this lightening-style session to hear how Adobe & our partners are working with government to solve key issues. From an upskilling platform that offers residents defined career paths, to a new web analysis framework developed to help government measure accessibility, to a simplified web journey optimization tool, we will discuss & demonstrate the latest tools & innovative solutions to enhance resident outcomes.
James Horne
Director of Strategy
Balance Internet
Caroline Cerf
Director of State and Local
Adobe
Amy Juang
Senior Digital Strategist
Adobe
Panel
Innovation Sneaks: Adobe's approach to Digital Literacy, Web Accessibility, & Equity - Part 2
Join this lightening-style session to hear how Adobe & our partners are working with government to solve key issues. From an upskilling platform that offers residents defined career paths, to a new web analysis framework developed to help government measure accessibility, to a simplified web journey optimization tool, we will discuss & demonstrate the latest tools & innovative solutions to enhance resident outcomes.
James Horne
Director of Strategy
Balance Internet
Caroline Cerf
Director of State and Local
Adobe
Amy Juang
Senior Digital Strategist
Adobe
