| Agenda
and Speaking Faculty |
| Day
One: July 12, 2004 |
| 8:00 |
Continental
Breakfast and Registration |
| 8:30 |
Keynote
Address: Reinforcing a Long-Range Focus on e-Gov Usability: The
Citizen-Centered Government Plan
With the initiation of the President’s Management Agenda,
the government has re-asserted a commitment to improving the management
and performance of information technology in the government. Absolutely
essential to this initiative is the development and deployment of
e-Gov that is usable and accessible to citizens. The exponential
acceleration of e-Government is placing increased demands on agencies
to deliver high quality, user-friendly information and services
to citizens, businesses and across agencies. Simultaneously, agencies’
IT programs must produce more with the use of fewer resources and
capital. This session will examine the latest trends and innovations
in the development and deployment and measurement of a usable and
accessible e-Government. Furthermore, it will discuss trends that
go beyond current mandates to help refocus e-Government on the citizen.
Mary Mitchell, Deputy Assistant Administrator
for the Office of Electronic Government and Technology, General
Services Administration |
| 9:30 |
Leadership
Panel: Outlook on the Deployment of a Usable, Accessible and Popular
e-Gov
E-Government is a rapidly changing industry as agencies continue
to re-structure current IT programs and initiate new ones. Government,
conscious that citizens are increasingly turning to agency websites
for reliable information less often found on today’s internet,
continues its focus on developing the most efficient and accessible
e-Government. This session brings together best-in-class leaders
from throughout the federal government to discuss the latest issues
surrounding the deployment of web-based services, customer interfacing,
information and service accessibility and driving usage of e-Gov.
Oscar Morales, Director, e-Rulemaking.Gov
Larry Freed, CEO and President of ForeSee Results
Casey Coleman, Deputy Associate Administrator for
Citizen Services, Office of Citizens Services and Communications,
General Services Administration* |
| 10:45 |
Break
& Refreshments
|
| 11:00 |
Latest
Initiatives in the Deployment, Promotion and Design of a Usable
e-Gov
• Align and leverage existing federal guidance
• Establish general performance outputs and measures
• Examine accessible and usable websites
Oscar Morales, Director, e-Rulemaking.Gov |
| 12:00 |
Luncheon
Address: The Path to Success: Mapping the Intersection of e-Gov
and Usability
A clear path to developing efficient and effective e-Government
with a citizen focus is through usability because it allows citizens
to quickly and easily find and understand agency information and
services. While great strides have been made in understanding what
usability is, much needs to be done on how to incorporate it into
an organization’s culture, contracts and assessments. This
presentation will explore where usability needs to intersect with
e-Government in order to ensure success and highlight useful tools
to help enable usability. Come away from this address with a better
understanding of how to integrate usability into the corporate culture,
establish cross-government education and training, develop better
methods for measuring performance and utilize new usability tools
to ensure compliance.
Sanjay J. Koyani, Senior Usability Specialist,
Web Management Team, Office of the Assistant Secretary for Public
Affairs, Department of Health and Human Services |
| 1:00 |
Delivering
One Stop e-Gov to Citizens and Business
• Spotlight and access target citizen and business populations
• Integrate separate IT systems into a single architecture
• Enhance current grant schemes
Terry Nicolosi, Senior Program Analyst for
Grants.gov, Department of Health and Human Services |
| 2:00 |
Best
Practices in Strategic Planning for Customer Relationship Management
• Construct strategic plans to enhance relationships with
the customer
• Improve agency-wide relations with customers
• Examine how improving services through CRM can improve citizen
interaction
Stuart Willoughby, Director, USAServices.Gov |
| 3:15 |
Break
& Refreshments |
| 3:30 |
Innovations
in Developing User-Friendly Design
• Target and satisfy audience needs and habits
• Meet your agency’s mission requirements for strategic
design planning
• Implement best practices in the development of a usable,
useful and accessible website
Jeffery Levy, Web Team Office of Multimedia Communications &
Technology, US Environmental Protection Agency |
| 4:30 |
Adjourn
|
|
Day Two: July 13, 2004 |
| 8:00 |
Continental Breakfast |
| 8:30 |
Keynote Address: A Progress Report from the Usability Solutions
Group on the Current State e-Gov Usability and Solutions for the
Future
Restricted by budget constraints and limited resources, many agencies
are finding it difficult to meet recent web design mandates and
Section 508 requirements while advancing the progress already made
in e-Gov projects. And yet, currently there is an even greater movement
emerging in government reflecting a growing awareness that government
services are not reaching entire citizen populations. This address
will discuss pressing issues facing e-Gov usability, and provide
solutions to your agency’s usability troubles. Also, discover
what a new GSA group is doing to advance e-Gov and how it can help
your agency.
Janice Nall, Director of the Usability Solutions
Group, Office of Government-Wide Policy, General Services Administration
|
| 9:30 |
Customer
Satisfaction: Improving Performance by Leveraging Your Greatest
Asset
• Understand and implement customer satisfaction analytics
• Influence customers’ online behaviors and habits
• Learn how agencies use surveys to predict future trends
Larry Freed, CEO and President, ForeSee Results |
| 10:45 |
Break
& Refreshments |
| 11:00 |
Advancing
Marketing and Outreach Programs to Drive Usage
• Develop marketing strategies to promote your services
• Utilize outreach programs to promote usage
• Develop more effective strategies for reaching citizens
Wayne Mercado, Electronic Tax Administration,
Internal Revenue Service |
| 12:00 |
Networking
Luncheon |
| 1:00 |
Strategic
Evaluation and Design Planning: Proven Methods for Meeting Section
508 Requirements
• Evaluate websites to ensure your agency is compliant with
Section 508
• Identify and resolve key challenges in accessibility
• Understand and utilize Section 508 standards to improve
citizen access to information and services
Christopher Baum, Vice President and Research
Area Director, The Gartner Group
|
| 2:00 |
Delivering
Results: A Case Study on Customer Service
• Highlight the most important and useful online services
for the customer
• Expand online government to business services
• Enhance collaboration across agencies in developing online
services
Jim Stricklin, Director of Web Services, Internal
Revenue Service
|
| 3:15 |
Break
and Refreshments |
| 3:30 |
Show
Me the Measures: Devising Integrated Performance Measures for Business
Cases
• Discover the value of performance measures relative to accessibility
and usability
• Align performance measures with you agency’s strategic
mission for IT
• Develop performance measures to align IT goals with your
agency’s strategic mission using the Performance Reference
Model
John Keane, Senior Fellow, The Performance
Institute
|
| 4:30 |
Conference
Adjourns |
| 8:30 |
Workshop
Registration & Continental Breakfast |
| 8:30 |
Workshop
A: Improving Agency Services through Content Management
With an ever increasing number of citizens and businesses interacting
with agencies through e-Gov, efficient and interoperable content
management systems are becoming increasingly important to deploying
effective and efficient e-Gov. Installing and configuring Content
Management Server (CMS) software and hardware is only a small part
of the overall process of implementing an enterprise-wide CMS system.
Establishing appropriate web communication policies and implementing
content creation and approval processes with organization-wide representation
is critical. This workshop will facilitate in the development and
implementation of best practices for content management needed for
your agency. Also, examine best practices in content management
from information dissemination processes, to utilizing data and
improving services all in an effort to improve citizen interaction.
• Develop successful and lasting standards for documenting
and data sharing
• Implement information dissemination processes consistent
with architecture development
• Align comprehensive content management with knowledge management
practices
Helen Savoy-Minor, Department Web Manager,
Office of Departmental Operations and Coordination, Department of
Housing and Urban Development
|
| 12:00 |
Workshop
Luncheon |
| 1:00 |
Workshop
B: Making the Case for IT: Constructing and Effective Business Case
The Exhibit 300 process
has recently been changed by the Office of Management and Budget.
Agencies are now being asked to explain more precisely how their
IT spending will support the achievement of agency missions. In
order to comply with OMB mandates and achieve full funding for your
IT projects, it is vital for your agency to stay on top of the latest
changes and aware of best practices for building better IT business
cases. IT investments that are accurately aligned with results are
vital to the development of effective and usable e-Gov. In this
workshop integrate specific and dependable performance measures
into your IT business case.
• Identify and use all relevant guidance and instructions
• Apply project management techniques to complete the Exhibit
300
• Integrate the Exhibit 300 process into your agency’s
life-cycle management processes
John Keane, Senior Fellow, The Performance
Institute
|
| 4:30 |
Workshops
Adjourn |
| |
|
| |
*
Invited |
|
Or
by calling us at
703-894-0481 |
| |
| Venue |
The
2004 National e-Gov Usability Summit will take place
at the Wyndham City Center Hotel located in the heart of Washington,
DC. A limited number of rooms have been reserved at a discounted
rate of $150. Please make your reservation directly with the hotel
by June 11, 2004 and be sure to request the Performance Institute
conference rate. The hotel will ensure taht your conference experience
is not only educational, but also comfortable and enjoyable in every
aspect.
Wyndham City Center Hotel
1143 New Hampshire Ave., NW
Washington, DC 20037
202.775.0800
|
| Tuition |
| Tuition
rates for the 2004
National e-Gov Usability Summit are:
| Conference
Only: |
$1,095 |
| One
Workshop |
$395 |
| Both
Workshops |
$595 |
|
| Group
Discounts |
The Performance Institute offers reduced tuition to groups of three
or more. If you think your colleagues would benefit from attending
this conference, call James Lewis at 703-894-0481, or email him
at [email protected].
|
| Administrative
Note: A 10% cancellation fee on registration will be charged
for cancellations received less than three weeks from the date of
the conference. As speakers are confirmed six months before the
event, some speaker changes or topic changes may occur. |
|
