Agenda

Wed 12 Nov 2025

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Data, AI, and IT ModernizationDigital Services & Customer Service Experience
7:50AM

Registration & Breakfast

7:50 AM - 8:50 AM (60 mins)

8:50AM

Welcome from PSN

8:50 AM - 9:00 AM (10 mins)

9:00AM

Welcome from the Chair

9:00 AM - 9:09 AM (9 mins)

9:10AM
Keynote

Wired for Progress: Reinventing Texas Government from the Inside Out

9:10 AM - 9:30 AM (20 mins)

As Texas reimagines the future of public service, this keynote explores how internal reinvention—powered by digital tools, knowledge sharing, and collaborative ecosystems—is delivering meaningful outcomes. Innovation is being embedded at every layer of governance.

  • How infrastructure and automation are streamlining internal operations.
  • Building partnerships across agencies and municipalities.
  • Cultivating a mindset of innovation across public service.
  • Replicable modernization models from recent Texas initiatives.
9:30AM
Industry Insights

Blueprints of Innovation: Building Secure, Adaptable, and Human-Centered Public Platforms

9:30 AM - 9:50 AM (20 mins)

As agencies evolve, tech providers enable platforms that are not only secure and scalable but human-centered. This session offers a technology partner’s insight on building solutions in step with government missions.

  • Designing with users in mind while achieving operational agility.
  • Integrating legacy systems securely with modern architecture.
  • Supporting iterative development and agile delivery cycles.
  • Success stories in state-local public-private collaboration.
9:50AM
Keynote

From Policy to Practice: Leading the People Side of Digital Innovation

9:50 AM - 10:10 AM (20 mins)

Transformation starts with leadership. This keynote explores how public servants can foster cultural change, prepare the workforce, and translate strategy into service-level change.

  • Workforce readiness and digital capability-building.
  • Cross-functional collaboration as a driver of adoption.
  • Prioritizing inclusion and community impact in tech transitions.
  • Navigating change across complex institutional structures.
10:10AM
Panel discussion

The Connected Future: Integrating People, Policy, and Platforms for a Responsive Government

10:10 AM - 10:40 AM (30 mins)

This panel unpacks how synchronized efforts across public leadership, public sector workforce, digital transformation, and partnerships are delivering cohesive, citizen-centered public services.

  • Aligning digital technology and workforce vision with service delivery goals.
  • Learnings from partnerships that scaled meaningful change.
  • Leading adaptive change across public institutions.
  • Strategic foresight: staying ahead of digital demands.
11:00AM

Refreshment Break

11:00 AM - 11:20 AM (20 mins)

11:20AM
Data, AI, and IT Modernization

Welcome from Track Chair

11:20 AM - 11:30 AM (10 mins)

11:20AM
Digital Services & Customer Service Experience

Welcome from Track Chair

11:20 AM - 11:30 AM (10 mins)

11:30AM
Keynote Data, AI, and IT Modernization

Decisions by Design: Unlocking the Power of Data to Drive Smarter Government

11:30 AM - 11:50 AM (20 mins)

In an era of complex challenges and high public expectations, data is the engine behind effective policy and service delivery. This keynote will explore how Texas public agencies are turning raw information into real-time insight, shaping decisions that are proactive, equitable, and accountable.

  • Building the infrastructure and governance needed to ensure trustworthy, accessible, and usable data.
  • Using advanced analytics and AI to move from reactive reporting to predictive action.
  • Breaking data silos to enable cross-agency collaboration and whole-of-government insight.
  • Showcasing real-world examples where data has directly improved public outcomes and operational efficiency.
11:30AM
Fireside Chat Digital Services & Customer Service Experience

Access Reinvented: Building Trust Through Inclusive and Engaging Digital Public Services

11:30 AM - 11:50 AM (20 mins)

Misti Hair Deputy Executive Commissioner, Texas Health and Human Services Commission Office of Transformation and Innovation

As Texans increasingly expect digital-first interactions, the government must evolve to meet them where they are—efficiently, transparently, and inclusively. This keynote explores how expanding access to digital services can deepen civic engagement and restore public trust by putting people at the center of design and delivery.

  • Expanding equitable access to digital services through mobile platforms, language options, and broadband initiatives.
  • Designing user-friendly digital experiences based on real citizen feedback and behavior.
  • Leveraging digital tools to create two-way communication channels that foster transparency and responsiveness.

Strengthening trust through secure, consistent, and reliable service delivery across all touchpoints.

11:50AM
Industry Insights Data, AI, and IT Modernization

From Insight to Impact: How Technology is Powering Data-Driven Government

11:50 AM - 12:10 PM (20 mins)

Turning data into actionable insights requires the right tools, architecture, and partnerships. This session offers a technology partner’s perspective on how cutting-edge platforms are enabling agencies to harness data with speed, security, and scale to inform smarter decisions and deliver measurable outcomes.

  • Enabling real-time data integration across legacy systems with cloud-native platforms.
  • Leveraging AI and machine learning to automate insights and uncover new patterns in public data.
  • Supporting secure data-sharing frameworks that promote collaboration without compromising privacy.
  • Partnering with government agencies to co-design analytics solutions tailored to public sector challenges.
11:50AM
Industry Insights Digital Services & Customer Service Experience

Designing for Everyone: Technology that Connects Government to the People

11:50 AM - 12:10 PM (20 mins)

The private sector plays a pivotal role in helping governments create digital experiences that are not only efficient but also inclusive and intuitive. This session highlights how technology partners are working with public agencies to expand access, improve user experience, and build systems that citizens trust and return to.

  • Co-creating digital services with user experience (UX) design and accessibility at the forefront.
  • Leveraging omnichannel platforms—web, mobile, kiosks—to meet citizens wherever they are.
  • Enabling real-time communication, feedback loops, and proactive service delivery.
  • Building trust with secure identity management, privacy-by-design, and consistent service performance.
12:10PM
Fireside Chat

Smarter State: Harnessing AI to Amplify Public Sector Performance

12:10 PM - 12:30 PM (20 mins)

Artificial Intelligence has moved from concept to catalyst in transforming how government serves people. This keynote explores how Texas public agencies can responsibly leverage AI to enhance service delivery, improve operational efficiency, and anticipate citizen needs—without compromising trust or transparency.

  • Exploring practical use cases of AI in public service—from chatbots to intelligent document processing and predictive analytics.
  • Reducing administrative burden through automation while reallocating human resources to higher-value tasks.
  • Ensuring fairness, transparency, and accountability in AI decision-making to build public trust.
  • Establishing the foundational data, governance, and ethics frameworks needed for safe and effective AI deployment.
12:10PM
Keynote Digital Services & Customer Service Experience

Beyond Digital: Designing Proactive Government Services that Anticipate Citizen Needs

12:10 PM - 12:30 PM (20 mins)

The future of public service lies not just in being digital—but in being predictive, personalized, and anticipatory. This keynote explores how Texas is pioneering the shift toward proactive service delivery—where the government meets citizens before they ask, powered by data, empathy, and smart design.

  • Using data signals and AI to deliver services at the right moment—before citizens initiate the request.
  • Personalizing digital government experiences without compromising equity or privacy.
  • Reimagining service design from the citizen's life journey perspective, not the agency’s structure.
  • Building internal capacity and inter-agency data integration to support predictive service models.
12:30PM
Industry Insights Data, AI, and IT Modernization

AI in Action: Enabling Intelligent Government at Scale

12:30 PM - 12:50 PM (20 mins)

From automation to insight generation, AI technologies are redefining what’s possible in the public sector. In this session, a leading technology partner will demonstrate how scalable, ethical, and secure AI solutions are helping agencies accelerate innovation and deliver citizen-centric services.

  • Building AI models tailored to public sector workflows—from eligibility assessments to fraud detection.
  • Accelerating implementation with low-code/no-code AI platforms and cloud-native architectures.
  • Embedding responsible AI principles: fairness, explainability, and risk mitigation by design.
  • Real-world case studies of AI deployment in state and local government environments.
12:30PM
Industry Insights Digital Services & Customer Service Experience

Anticipate, Automate, Deliver: Powering the Next Generation of Public Services

12:30 PM - 12:50 PM (20 mins)

Modern citizens expect government to be as seamless as the best digital brands—and technology is finally catching up. In this session, a leading technology partner reveals how data, AI, and intelligent platforms are enabling governments to anticipate citizen needs, automate service delivery, and build frictionless, proactive experiences.

  • Building connected platforms that aggregate data across departments to detect life events and trigger services.
  • Deploying AI-driven service automation for eligibility checks, renewals, and reminders.
  • Creating secure digital identity ecosystems that allow personalized, one-login access to multiple services.
  • Case studies of proactive service models in action—from digital assistants to real-time outreach.
12:50PM
Panel discussion Data, AI, and IT Modernization

Future-Ready Governance: Aligning Data, AI, and Modern IT for Impactful Public Service

12:50 PM - 1:20 PM (30 mins)

This closing panel unites public sector leaders and technology partners to reflect on the next frontier of data and AI in government. The discussion will explore how Texas agencies can unlock long-term value by aligning digital modernization efforts with ethical frameworks, agile practices, and citizen-centered outcomes.

  • Lessons learned from deploying AI and analytics in real-world government settings.
  • Strategies to ensure data quality, interoperability, and security across modernized systems.
  • Balancing innovation with governance: ethical considerations, oversight, and public trust.
  • Building sustainable public-private partnerships to scale modernization across Texas.
Dr. Carol Egele
Deputy Executive Director, Texas Historical Commission
Noor Saud Abdulaziz
Director of Data Management, Community College Finance, Texas Higher Education Coordinating Board
Victor Farinelli
Director - Agency Analytics Unit, Center for Health Statistics, Texas Department of State Health Services
12:50PM
Panel discussion Digital Services & Customer Service Experience

Designing Digital Government that Works — From Access to Anticipation

12:50 PM - 1:20 PM (30 mins)

Rafael Pinto Director of Information Technology, Texas State Board of Pharmacy
Vanora Davila Advanced Analytics and Data Visualization Manager, Texas Department of State Health Services

This panel brings together public sector leaders and technology experts to reflect on how digital transformation is reshaping how government connects with its people. From expanding access to pioneering proactive services, the discussion will explore what it takes to deliver inclusive, trusted, and citizen-first experiences at scale — with a growing emphasis on visualizing data to inform design, transparency, and responsiveness.

  • Lessons learned from expanding access and engagement through digital platforms, including how dashboards and visual data storytelling are driving adoption, feedback loops, and service improvements.
  • Balancing personalization and proactivity with privacy, equity, and public trust, using data visualizations to illuminate patterns in citizen behavior while upholding ethical data governance.
  • The role of technology partnerships in scaling intuitive, multi-channel public services, with visual reporting tools enabling shared insights, real-time monitoring, and performance benchmarking.
  • What’s next: How to institutionalize innovation and design for the citizen of tomorrow, with human-centered dashboards and visual prototypes enhancing policymaking, co-design, and digital inclusion strategies.
1:20PM

Lunch Break and Networking

1:20 PM - 2:20 PM (60 mins)

2:20PM
Roundtables

Roundtables

2:20 PM - 3:20 PM (60 mins)

3:20PM
Keynote

From Vision to Velocity: Turning Bold Ideas into Tangible Public Impact

3:20 PM - 3:40 PM (20 mins)

Andre Mendes Chief Information Officer, Tarrant County, Texas (former CIO of the US Department of Commerce)

Innovation is no longer optional—it’s the engine that drives responsive, inclusive, and future-ready government. This closing keynote challenges public servants and partners alike to move from strategy to execution, collaboration to momentum, and ambition to measurable outcomes for every Texan.

  • Why bold transformation requires shared ownership across policy, technology, and operations.
  • Breaking inertia: Practical ways to overcome organizational resistance and accelerate progress.
  • Building lasting public trust by delivering on digital promises with transparency and empathy.
  • A call to action: aligning leadership, talent, and partnerships to scale impact beyond pilot projects.
3:40PM
Industry Insights

Partners in Progress: Catalyzing Change Beyond the Contract

3:40 PM - 4:00 PM (20 mins)

True transformation doesn’t end with deployment—it begins with purpose. This keynote calls on technology partners to go beyond delivering solutions, embracing their role as co-creators of public value by aligning innovation with the real needs of citizens and the mission of government.

  • Rethinking the vendor-client relationship as a long-term mission-focused partnership.
  • How tech companies can drive inclusive, ethical, and scalable innovation in the public sector.
  • Co-creating with public servants to ensure relevance, usability, and community impact.
  • A shared responsibility: Helping the government deliver meaningful change—not just new tools.
4:00PM
Panel discussion

Panel Discussion: What’s Next for Public Innovation: From Ideas to Impact at Scale

4:00 PM - 4:30 PM (30 mins)

Dan Wilkins Chief Information Security Officer, Arizona Department of Economic Security

This closing panel challenges attendees to rethink what’s possible—and what’s urgent—in the future of public sector innovation. Featuring voices from government, industry, and civic society, the conversation will spotlight how bold thinking, responsible risk-taking, and collaborative execution can turn today’s ideas into tomorrow’s breakthroughs.

  • What’s holding us back: unpacking the cultural, structural, and policy barriers to innovation in government.
  • Where the boldest ideas are emerging—and how to scale them beyond pilots and prototypes.
  • Bridging vision and execution: how leaders can align priorities, people, and platforms to act now.
  • Creating a shared innovation ecosystem: reimagining the roles of public servants, tech partners, and citizens in building the future.
4:30PM

Closing Remarks and Networking Reception

4:30 PM - 5:00 PM (30 mins)

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