Overview

February 17

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The logistical challenges associated with the COVID-19 vaccine rollout are immense, and news of distribution failures nationwide are growing. In the urgency to vaccinate our population, the right citizen experience is critical, yet in most areas of the country there are numerous gaps in the vaccination experience journey.

 

Join experts from Governing and TTEC on February 17 at 11:00am PT/2:00pm ET as we explore how some government and healthcare organizations are bridging the gaps and delivering an efficient, demand-based, safe consumer vaccination experience, and how you can, too.

 

We’ll discuss:

 

  • How government and healthcare organizations are connecting empathetic, at-home associates with citizens to deliver accurate vaccine information and scheduling support at scale
  • Strategies for handling surging call volume, enabling proactive outreach and strengthening public trust through greater transparency
  • How to enable timely reporting/tracking to national and state/local databases by replacing or augmenting current systems with a flexible and modular approach

 

 

Speakers

Paul Ignasinski headshot

Paul Ignasinski

SVP, CX Design & Value Engineering, TTEC

Specializing in the development and execution of customer-focused growth, innovation, and transformation strategies and execution on a global scale, Paul has over 20 years of experience working with large global organizations across numerous industries. A key part of Paul’s responsibility at TTEC is leading the Company’s efforts in the visioning, development, and execution of forward-thinking, business outcomes-focused strategic offering and value creation driver to guide TTEC’s Customers and Partners in the delivery of future-focused CX programs and ecosystems. Paul earned both his Master’s and Bachelor’s degrees in Business Administration from the University of Michigan’s Ross School of Business in Ann Arbor, Michigan. He resides in Denver, Colorado, with his wife and two children, and spends his free time enjoying the incredible experience of being strapped to a mountain bike and/or a snowboard.

Val Farlow headshot

Val Farlow

SVP, Healthcare Global Operations, TTEC

Val Farlow, Senior Vice President of Operations, oversees TTEC’s healthcare vertical. Val, a 30-year veteran of the contact center industry, and her Team are driven by their mission to help reshape the Health and Wellness journey for humanity, one interaction at a time. “We support families during some of the most challenging stages of life.” she says. “The work we do is personal to me, and it’s personal to every member of my Team. We have a responsibility to reach for amazing, break down barriers and deploy innovation because we know those efforts literally saves lives.” Under Val’s leadership, TTEC Healthcare is proud to be a strategic partner to many of today’s top healthcare brands. Through an integrated approach to operational execution and digital transformation, TTEC Healthcare is helping its clients meet their strategic imperatives while ensuring members, patients and their families receive the highest level of compassionate care and support in order to live happier and healthier lives.

Andy Martin headshot

Andy Martin

GVP, Business Development, TTEC

Andy is Group Vice President, Business Development (Americas). Andy is passionate about customer experience and helping clients build great brands through powerful connections with their customers. Andy is responsible for the overall client relationship with some of TTECs largest clients and leads a team of Business Developers responsible for various commercial territories and Public Sector clients in North America. Responsibilities with clients include client satisfaction, profitability and revenue across TTEC’s full portfolio of solutions. Andy brings over 25 years of experience to his role working with the world’s leading Technology companies focused on delivering innovation and customer experience to a variety of clients including Commercial and Public Sector clients. Andy has been with TTEC for 6 years. Prior to joining TTEC Andy was with Microsoft for seven years. At Microsoft Andy led the Navy and Marine Corps business within Microsoft’s Public Sector practice. He had responsibility for solution consulting across Microsoft’s entire portfolio of products and services and integrating business and operational solutions in support of the Department of Navy’s execution of their maritime mission. Prior to Microsoft, Andy was a Regional Sales Manager with Altiris focused on IT Governance & Lifecycle Management software and services where he helped build out their Federal and Department of Defense business. Prior to Altiris, Andy held leadership roles in Sales, Marketing & Brand Management positions at Dell Inc. as part of their Public Sector business. Prior to Dell, Andy served in the U.S. Army where he held a variety of unit and staff leadership positions as an Air Defense Officer serving overseas and within the continental U.S. Andy’s military career culminated as a Captain and company commander stationed at Ft. Sam Houston, in San Antonio, Texas. Andy is a graduate of the U.S. Military Academy at West Point with a Bachelor of Science degree in General Engineering and Concentration in Latin American Studies. Andy also holds a Masters in Business Administration in Management of Technology from the University of Texas, San Antonio.

Paul Clanton headshot

Paul Clanton — Moderator

Senior Fellow, Center for Digital Government

Paul Clanton has over 30 years in various Information technology roles in both the public and private sectors including 20 years successfully leading Information Technology departments. He has also had roles in software development, program and project management, systems administration, and database administration. He is now turning his experience and expertise to helping government organizations get the most value from their significant investment in people, process, and technology.   Paul’s leadership experience and a quest for continuous improvement has lead him to develop proven methodologies to quickly assess the people and culture of an IT organization and to implement a process to develop a unified team with a clear vision and strategy and a process to continuously improve and achieve meaningful results. Some of Paul’s accomplishments include leading two different IT organizations that earned Top-10 Digital Counties Survey awards for a combined 10 times in 12 years. An organization he led also earned an InformationWeek 500 Government Innovators award in 2010.

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