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Top Ten Virtual Series: How to Utilize Innovative Tools and Processes to Enhance the Customer Experience
Wednesday, April 14, 2021, 2:00 PM - 3:00 PM EDT
Category: Virtual Series


How to utilize innovative tools and processes to enhance the customer experience

Hosted by the Operation Excellence Forum

Description:  Departments of Administration provide opportunities for agencies to more effectively and efficiently operate by streamlining processes, improving services, and saving taxpayers’ dollars. This session will examine how leaders have created successful customer-focused internal operations in collaboration with offices of operational excellence.   

Participants will learn:

  • Why a customer-focused strategy drives productivity, innovation, and efficiency.
  • How leaders create a high-quality customer experience for internal operations.
  • Understand the changing nature of customer expectations and how do you measure and benchmark the customer journey

Who is invited: All members and non-members are invited to join the live series. 


  • Jason Jackson, Director, Department of Administrative Service, Nebraska
  • John Baranzelli, Director, Rapid Results, State of Illinois  
  • John Powell, Marketing and Communications Manager, Illinois Department of CMS, Office of Rapid Result
  • Paula Hildebrand, Director Strategic Initiatives at IBM Watson Health
Join Zoom Meeting

Meeting ID: 970 1853 5143
Passcode: 1976

Contact: Pam Goins, Executive Director, [email protected]