ServiceNow Federal Forum
Intelligent Transformation
March 21-22, 2024 | Gaylord National Resort & Convention Center | National Harbor, MD
U.S. Capitol


Track 01

Beyond the Mandate: Exceeding Federal Customer Experience Expectations

Salon 1

The Biden administration’s executive order on transforming customer experience (CX) put people at the center of everything government does. To rethink government service delivery and create lasting change, agencies must take a holistic view, spanning financial, human resources, legal, data, and technology teams; empower employees; create seamless workflows; and more. Join this session to gain variety of perspectives on CX best practices and learn how one agency built constituent trust through efficiencies and transparency using Public Sector Digital Services from ServiceNow.


Ron Vickery
Ron Vickery [moderator]
Senior Sales Leader
Maria Bertucci
System Administrator
National Finance Center
Department of Agriculture
Doug Freeman
Director of Customer Experience & Human-Centered Design
Department of Commerce
Pamela Scruggs
ePermits Program Lead
U.S. Fish and Wildlife Service