Overview

April 28
11AM PT, 2PM ET

Watch Now

Today’s citizens don’t want to limit their means of engagement to voice only. They want to use digital channels like web chat, text and social media platforms to interact with government, just as they do when conducting business in the private sector. Offering these options doesn’t just increase user satisfaction, it boosts the efficiency of existing staff, enabling your agents to handle more inquiries. That’s an important advantage to your daily operation, but it’s critical during unplanned events, when inbound inquiries can spike, without warning.

Join us April 28 at 11 a.m. Pacific/2 p.m. Eastern to learn how contact center modernization can help you handle growing call volume without adding staff while improving user experience and strengthening resiliency.

Speakers

Brian Mistretta

Brian Mistretta

Director of Product Marketing, NICE inContact

Brian Mistretta is NICE inContact’s Director of Product Marketing and leads the company’s Federal State and Local Government Marketing efforts. Mistretta has spent his career marketing both business to business and business to consumer technology solutions and brings a strong focus on delivering exceptional experience between agencies and their constituents.

Mike Goetz

Mike Goetz

Senior Fellow, Center for Digital Government

Mike has 40 years of experience in the field of information technology. For 19 years he worked in the private sector in the telecommunications and banking industries, holding management responsibilities in all aspects of information technology – including operations, business process reengineering, IT service management, disaster recovery, and financial management. He then moved to public service, serving for 21 years as the Chief Information Officer and Director of Information Technology for the City of Lynchburg, Virginia. In this position, Mike was responsible for all aspects of information technology support to the City. He is also a past president of the Virginia Local Government Information Technology Executives (VaLGITE).

Mike holds a Bachelor of Science degree in Business Management from Virginia Tech. He also has a Master of Administrative Science degree from Johns Hopkins University, with a concentration in business information systems.

Patrick Moore

Patrick Moore — Moderator

Senior Fellow, Center for Digital Government

Patrick Moore has spent his career working to improve government and its responsiveness to citizens. Patrick spent 8 years working for Georgia Governor Sonny Perdue, serving as state CIO from 2006-2010. During that time Patrick led a transformational restructuring of the state's technology function, establishing a new model for Georgia’s IT strategy. Upon leaving Georgia’s government Patrick served in client facing and sales executive roles with HP Enterprise Services where he focused on building and delivering solutions for state and local governments. Patrick now serves as managing partner for Integris Applied, a management consulting firm focused on CIOs and their organizations. Patrick is a noted expert in the state and local government technology space and a Government Technology “Top 25 Doer, Dreamer and Driver.” He is a frequent contributor to industry organizations including the Center for Digital Government and NASCIO.