Keeping the 'No Wrong Door' Approach Connected and Secure 2023 | Government Technology | 24 July 2023 | Webinar

Today’s tech-savvy constituents want the ability to interact with government through various means and touchpoints. To meet residents’ expectations, many organizations have adopted, creating an omnichannel experience that allows individuals to interact with government in the manner most convenient for them.

But if governments aren’t managing these cross-platform interactions, this convenience factor is often voided.

Consider this scenario: An agency has several communication channels – web portals, chatbots, SMS communications and phone calls – but these interactions aren’t bridged. A resident in search of services starts their inquiry on the web but ends up having to re-explain, from square one, everything about who they are and what they require after making a follow-up call, and again after being transferred to different departments.

Stitching communication channels together helps provide an easier experience for both residents and the people serving them. This is where technology can help.

You’ll learn how to:

• Connect all user history regardless of their point of entry
• Maximize omnichannel approaches without breaching regulatory requirements
• Establish the right foundation for seamless resident interactions

2023 Speakers

Jenn Doody
Manager of Solutions Consulting, State & Local

Shonte Eldridge
Founder/CEO Drake Strategy & Associates; Former Deputy Chief of Operations for the City, of Baltimore

MODERATOR:

William (Bill) Rials
Senior Fellow, Center for Digital Government

2023 Sponsor

• PEGA