Agency Modernisation to Improve the Customer Experience

Presenters: Elizabeth McNamara, FDA/CDRH and Justin Lewis Abold-LaBreche, IRS with moderator Doug Averill, Pega

Watch this session to discover how agencies such as the IRS and FDA are growing their current IT capabilities to improve civil service delivery, including:

• Streamlining numerous back office systems to help automate forward-facing applications, in turn delivering outstanding end-user experiences
• Learning to take an incremental approach to issue resolution in a digital environment, and seeing how this approach provides immediate benefits to citizens

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