How to measure – and improve – the citizen experience of government
Governments around the world have rarely faced as much pressure as they do now. Already this decade, governments have faced a once-in-a-century pandemic, high inflation, budgetary pressures, volatility caused by global conflicts, and increasing workplace pressures.
Amid these pressures, how can government services still work effectively?
This webinar looked at how government can work to measure the impact – and effectiveness – of government services. The session discussed how government can best measure the effectiveness of government services, and how they can use insights from service users to better align services with their needs.
Join this session to discuss:
- The trends in how government services are trusted around the world
- The best way to measure service performance
- How digital services can be deployed to improve the experience of using government services.
Panel
Honey Dacanay, Director General, Digital Policy and Performance, Treasury Board of Canada Secretariat
Honey Dacanay is Director-General of Digital Policy and Performance at the Government of Canada’s Treasury Board Secretariat, where she is leading the rewrite of Canada’s Policy on Service and Digital and modernization of Canada’s Digital Standards. Her work impacts 97 federal departments and over $10B in annual investments. Previously, she led development of Ontario’s Simpler Faster, Better Services Act and led Canada’s largest agile governance pilot at Service Canada. Honey also teaches at McMaster University and Teaching Public Service in the Digital Age. She was named one of Apolitical’s Top 100 Most Influential People in Digital Government and a Women in GovTech 2024 honouree by GovInsider.
Hefen Wong, Director, Work Pass Systems and Experience, Ministry of Manpower, Singapore
Hefen leads the product development and modernisation of Singapore’s work pass systems, driven by her passion to create public services that work. She strives to create seamless customer experiences, using design, data and AI tools.
She previously worked on the design of workplaces and leadership culture in Government Technology Agency and co-founded Co-Lab in Ministry of Manpower, cultivating testing and experimentation.
Hefen was based in London and New York as a Research Fellow with the UK Behavioural Insights Team, Public Policy Lab and Parsons DESIS Lab. She was named as one of the world’s 100 most influential young people in government by public service think tank Apolitical.
Martin Böhm, e-Government Advisor, Federal Chancellery, Austria
Martin Böhm works at the Directorate General for Digitalisation and eGovernment at the Austrian Federal Chancellery, where he primarily focuses on advancing the sovereign use of artificial intelligence and cloud technologies in public administration and eGovernment services. In his role as project manager, he has overseen several initiatives that contribute to the overall development and integration of AI within the federal administration. Previously, he served as Programme Manager for the ‘IT-consolidation’ programme at the Federal Ministry of Finance, which aimed to establish a standardised, secure, and efficient IT landscape across the federal administration.
Amanda Chavez, Vice President, Federal Strategy, Qualtrics
As a customer experience executive, Amanda Chavez scales human-centered design and customer experience best practices to help organizations innovate. She started up and fostered company-wide HCD/CX/EX capabilities at Booz Allen Hamilton, Cognosante, and NuAxis. She is currently the Vice President, Federal Strategy for Qualtrics.
Her body of work includes projects with fortune 50 companies, as well as leading over 30 CX-related projects for Agencies like the Small Business Administration, Center for Medicare and Medicaid Services, Health and Human Services, the Department of Veterans Affairs, the Environmental Protection Agency, the Department of Defense, the Transportation Security Administration, the Department of Labor, the Department of Homeland Security, the Department of Interior, United States Department of Agriculture, and the National Science Foundation.
Webinar chair: Siobhan Benita, Moderator, Global Government Forum
Siobhan was a senior civil servant in the UK with more than 15 years’ Whitehall experience. She worked in many of major delivery departments, including Transport, Environment, Health and Local Government. She also had senior roles at the heart of government in the Cabinet Office and HM Treasury, including supporting the then Cabinet Secretary, Lord O’Donnell, to lead work on civil service reform and strategy. Siobhan left to run as an independent candidate in the Mayor of London election. She subsequently joined her alma mater, Warwick University, as Chief Strategy Officer of Warwick in London and Co-Director of the Warwick Policy Lab.
