Wed 17 Sep 2025
View event detailsRegistration and Networking
8:00 AM - 9:00 AM (60 mins)
Welcome from the Public Sector Network
9:00 AM - 9:10 AM (10 mins)
Welcome from the Chair
9:10 AM - 9:20 AM (10 mins)
Strengthening Multiagency Cooperation Through Effective Project Governance
9:20 AM - 9:40 AM (20 mins)

Session Description:
Successful multiagency projects rely on strong governance frameworks that promote coordination, accountability, and streamlined decision-making. This session will explore best practices for structuring governance models that enhance collaboration, incorporate innovation, and drive successful project outcomes.
- Build governance structures that align multiagency goals and responsibilities
- Improve cross-agency communication to reduce inefficiencies and delays
- Strengthen accountability and oversight to enhance project transparency
- Leverage technology and innovation to support governance without adding complexity
Improvement in Customer Experience
9:40 AM - 10:00 AM (20 mins)
Service providers play a pivotal role in helping governments reimagine customer experience to meet modern citizen expectations. By applying advanced technologies, data-driven insights, and design thinking, they empower public agencies to deliver seamless and user-centric services.
This session will share expertise from leading service providers on how to transform the customer experience in the public sector.
- Explore cutting-edge tools and technologies that streamline and enhance service delivery
- Learn how data and analytics can drive personalization and improve customer interactions
- Discover proven approaches for aligning public services with evolving citizen expectations
- Understand how to create scalable, sustainable improvements in customer experience outcomes
Estonia's vision for a data and AI driven society: leading the world in data economy
10:00 AM - 10:20 AM (20 mins)

As a global pioneer in digital transformation, Estonia has set its sights on becoming the world’s leader in data and AI integration. This session examines how the nation’s forward-thinking strategies are reshaping its economy, society, and global competitiveness.This session will explore Estonia’s policies, infrastructure advancements, and investments in the data economy, while highlighting its commitment to ethical, transparent, and citizen-focused data usage. You’ll uncover actionable insights on leveraging AI to innovate business models, enhance governance, and transform daily life.
- Discover how Estonia is achieving a leading share of the global data economy.
- Analyze real-world examples of AI disrupting traditional systems and processes.
- Explore strategies to integrate innovation while safeguarding privacy and trust.
- Learn how to replicate Estonia’s model to enhance your organization’s competitiveness.
Navigating Change: Building Resilient State Agencies for the Future
10:20 AM - 10:50 AM (30 mins)
State agencies face growing pressures to adapt quickly in an ever-changing landscape. This session will equip you with strategies to strengthen resilience through cross-agency partnerships, digital transformation, and forward-thinking leadership, ensuring your agency delivers high-quality services no matter the challenge.
Key Discussion Points:
- Adapt to evolving circumstances by fostering innovative leadership at all levels.
- Bolster resilience through effective cross-agency collaboration and resource sharing.
- Drive digital transformation to modernize operations and service delivery.
- Maintain excellence in public services during times of economic or societal uncertainty.



Morning Coffee Break
10:50 AM - 11:20 AM (30 mins)
Modernizing with Purpose: Building Public Trust by Meeting People Where They Are
11:20 AM - 11:40 AM (20 mins)

AI for Enhanced Public Safety and Emergency Response
11:40 AM - 12:00 PM (20 mins)
Artificial intelligence is revolutionizing public safety and emergency response, enabling faster, smarter, and more effective actions during critical incidents. Service providers are at the forefront of delivering AI-driven solutions that empower agencies to predict, prevent, and respond to emergencies with greater precision.
This session will explore how service providers are driving innovation in AI to support public safety efforts.
- Learn how AI-powered tools are transforming emergency response operations and decision-making
- Discover predictive analytics solutions that help agencies anticipate and mitigate safety risks
- Explore the role of AI in improving communication, coordination, and resource allocation during crises
- Understand how scalable AI solutions ensure resilience and adaptability for future public safety challenges
Data-Denial, or Data-Driven? Disaster or Delight?
12:00 PM - 12:20 PM (20 mins)

In a world overflowing with data, why are so many public sector leaders still making decisions in the dark? This keynote challenges government professionals to confront the gap between data potential and data practice, and it offers a clear, actionable path to becoming truly data-driven in service to their communities.
The participant / attendee will:
- Pinpoint the root causes behind the gap between data abundance and actual usage, and discover how to close it for smarter, faster decisions
- Recognize how to leverage both qualitative data and quantitative data in driving business decision-making
- Identify the three types of cognitive biases in big data and how they’re the enemy of opportunity
- Define the five best practices for driving business decisions with data along with the key words for each one (look, link, listen, leverage, and learn)
Enhancing Citizen Engagement through Digital Platforms
12:20 PM - 12:40 PM (20 mins)
Digital platforms are revolutionizing how governments engage with citizens, creating opportunities for real-time communication, transparency, and participation. Service providers enable this transformation by delivering innovative, user-friendly solutions that strengthen connections between public agencies and their communities.
This session will showcase how service providers are driving enhanced citizen engagement through cutting-edge digital platforms.
- Explore digital tools that facilitate real-time interaction and improve public feedback mechanisms
- Discover strategies to design platforms that are inclusive, accessible, and intuitive for all users
- Learn how service providers integrate data and analytics to personalize and optimize citizen engagement
- Understand how digital platforms foster trust, transparency, and active community participation
Lunch and Networking
12:40 PM - 1:40 PM (60 mins)
Split into specialized conversation areas and join engaging discussions to dive deeper into your innovation priorities
1:40 PM - 2:40 PM (60 mins)
Roundtable 1: Smart Cities and AI Integration
Roundtable 2: AI Powered Citizen Service Chatbots
Roundtable 3: Drone Technology for Environmental Monitoring
Roundtable 4: Biometric Identification for Public Services
Roundtable 5: E-government Mobile Apps for Service Delivery
Roundtable 6: Blockchain for Secure Project Data Management
Roundtable 7: Cloud Migration for Government IT Modernization
Roundtable 8: Enhancing Collaboration and Efficiency with Government Shared Services
Roundtable 9: Strategies for Legacy Systems Modernization in Government Agencies
Roundtable 10: Geographical Information Systems (GIS) for Public Safety
IT Modernization: Building a Future-Ready Government Infrastructure
2:40 PM - 3:10 PM (30 mins)


As the pace of technological change accelerates, modernizing IT infrastructure is essential for governments to remain resilient, agile, and responsive. A future-ready infrastructure ensures seamless service delivery, robust cybersecurity, and the ability to adapt to evolving citizen needs.
This panel will delve into strategies and best practices for transforming legacy systems into modern, efficient, and secure government frameworks.
- Examine the challenges and opportunities of modernizing legacy IT systems
- Explore strategies for integrating cloud solutions and emerging technologies
- Discuss how to strengthen cybersecurity while scaling infrastructure capabilities
- Learn how future-ready IT systems enhance service delivery and inter-agency collaboration
Better Services PHL: A Human Centered Approach to Service Improvement
3:10 PM - 3:30 PM (20 mins)
Improving public services requires a dedicated strategy that prioritizes accessibility, efficiency, and responsiveness. Better Services PHL, established by Executive Order 2-24, is a key initiative that equips City staff with the tools and frameworks to enhance resident-facing services. This session will explore how you can apply a structured service improvement approach to create more effective, user-friendly, and equitable government services.
- Apply a service improvement framework that integrates resident and front-line staff input
- Enhance inter-agency collaboration to streamline service delivery and reduce inefficiencies
- Leverage data and feedback loops to continuously refine and optimize public services
- Build a culture of service excellence that prioritizes accessibility and user experience




Applying Customer Driven Principals to Advancing Transparency in Washington State
3:30 PM - 3:50 PM (20 mins)

Public trust depends on transparency, but achieving it requires more than just compliance— it demands a customer-first mindset. By integrating business goals with IT strategies and embracing agile principles, public sector organizations can build systems that serve both internal needs and public expectations.
This session will explore how Washington State is applying customer-driven approaches to enhance transparency, ensuring that technology, policy, and service delivery align with the needs of residents.
- Differentiate your agency in the public sector by adopting private-sector best practices
- Align business goals with IT strategies to create more transparent and efficient services
- Apply agile principles to improve responsiveness and accountability
- Learn how the Public Disclosure Commission embeds transparency into every decision and initiative
User-Centered Digital Transformation: Streamlining Government Services for the People
3:50 PM - 4:20 PM (30 mins)
Digital transformation in government must prioritize the needs of the people it serves—both citizens and state employees—ensuring accessibility, efficiency, and ease of use. By adopting human-centered design principles and reducing bureaucratic inefficiencies, agencies can create seamless, intuitive digital services that enhance public trust and engagement. This panel will explore practical strategies for cutting red tape, standardizing processes, and leveraging user feedback to drive meaningful transformation.
Discussion Points:
- Integrating user feedback into digital service design to ensure solutions truly meet public needs.
- Balancing innovation with accessibility and inclusivity to modernize government services equitably.
- Overcoming internal barriers to adopt a user-first digital transformation approach
- Real-world success stories of government agencies simplifying digital processes, improving efficiency, and enhancing the citizen experience.



Leading Boldly By Empowering People, Embracing Innovation, and Building the Future
4:20 PM - 4:40 PM (20 mins)

Public sector leaders face a turning point. Long-standing approaches are being tested by rapid innovation, workforce shifts, and rising expectations.This session will give you the tools to break from legacy thinking, harness AI responsibly, and build empowered, future-ready teams that collaborate across silos.
- Challenge traditional mindsets and lead cultural change with confidence
- Prepare your workforce with the right skills to thrive in a digital age
- Reduce fear and increase trust in AI through practical application
- Build interagency partnerships that drive lasting impact
- Align leadership, innovation, and collaboration for better public outcomes
Building a Resilient and Innovative Public Service Workforce
4:40 PM - 5:10 PM (30 mins)
In an era of constant change and evolving challenges, building a resilient and innovative workforce is crucial for the success of public service organizations. Strengthening adaptability and fostering creativity ensure teams can effectively serve communities and respond to dynamic demands.
This session will explore strategies to empower your workforce with the skills, mindset, and tools needed to thrive in a rapidly changing environment.
- Strengthen resilience by embedding adaptability and continuous learning into organizational culture
- Foster innovation through collaboration and creative problem-solving approaches
- Leverage technology and data to enhance workforce engagement and productivity
- Adapt leadership strategies to inspire and equip teams for future challenges



Closing Remarks from the Chair
5:10 PM - 5:20 PM (10 mins)
Networking Drinks
5:20 PM - 6:20 PM (60 mins)