Overview

April 22

Whether its inquiring about unemployment insurance claims, filing a community complaint or checking the status of a permit, citizens want information from their government quickly and through their channel of choice. The pandemic only magnified this need and growing citizen requests quickly overwhelmed most agency call centers – except for those that already had a cloud foundation. Join Governing and Salesforce on April 22^nd at 11am PT/2pm ET as our panel of speakers discusses the advantages cloud-based contact centers give government agencies during pandemic response and recovery. Register now to also hear:

How the cloud enables agencies to scale contact center resources to meet demand and boost digital engagement through multi-channel communications
The experiences of government leaders who were able to quickly pivot their contact centers during the pandemic
Strategies to streamline communications and improve citizen engagement now and in the future

Speakers

Paul Clanton — Moderator

Senior Fellow, Center for Digital Government

Paul Clanton has devoted his career to helping local governments be on the forefront of using technology to increase value delivered to the public. He has over 30 years in various Information technology roles in both the public and private sectors including 20 years leading Information Technology departments. He now helps local governments get the most value from their significant investment in people, process, and technology.

Tomas M. Taylor

Business Analyst Manager, New Mexico Department of Workforce Solutions

Tomas came from Denver Colorado and attended Cherry Creek High School. Tomas has a B.A. in History/Government and Political Science from Adams State University in Alamosa, Colorado. Tomas has been a 20 year resident of New Mexico and has 20 years with the New Mexico Department of Workforce Solutions. Prior to Workforce Solutions, Tomas worked at Nextel Communications as a Workforce Analyst and a Staff Supervisor. At NMDWS, Tomas has served in multiple roles from Workforce Management, IT/Business Analyst, Project Manager and now oversees the Business Analyst Group. The Business Analyst Group works closely with the Project Management Office, Development Team and Stakeholders to deliver efficient solutions for Unemployment and Reemployment Services. Tomas began working with Salesforce in 2016 when NMDWS Modernized its Unemployment Claims and Tax System. Since then, NMDWS and team have a fully integrated Unemployment Claims and Salesforce Application with multiple projects in the works to fully utilize Salesforce and it’s integration capabilities. Tomas was selected as a technical speaker during the Dreamforce 2019 Conference in San Francisco

Aldona Valicenti

Chief Information Officer, City of Lexington, KY

Aldona Valicenti was reappointed by Mayor Linda Gorton as Commissioner/CIO in January, 2019. She is collaborating with the Mayor’s Office on several initiatives, which include Rethink Lex, a reengineering of city operations and services. Former Mayor Gray named Aldona Valicenti as Lexington’s first Chief Information Officer in 2013. She was also the first appointed CIO for the Commonwealth of Kentucky and served as president of the National Association of State Chief Information Officers (NASCIO) during her tenure. She spent over 20 years in the petrochemical business before her public service. She has implemented a number of new systems, made investments in network operations, cyber security, public safety and cloud-based systems. She was a co-sponsor of the Gig for Lex project, a high-speed broadband initiative for the entire city. She had oversight for the build-out, making Lexington one of the largest gig cities.

Christine Quinn

Director of Digital Strategy, Global Government, Salesforce

Christine Quinn is a Director of Digital Strategy, Global Government at Salesforce. Christine serves as a trusted advisor to Public Sector customers helping them transform their missions. She focuses on inspiring customers to achieve breakthrough digital transformation results by effectively capitalizing on the innovation available through the Salesforce platform. With over two decades of proven experience in health and human services front end and back end business operations, Christine solves enterprise problems; driving efficiency and automation. Christine successfully led key initiatives leveraging technology to simplify operations, improve citizen engagement, and employee experience. As a contact center expert, she believes in empowering end users with access to the right information at the right time to drive digital engagement, self-sufficiency, and increase journey satisfaction.

Webinar

Why Cloud-Based Contact Centers Give Governments a Leg Up in Emergency Response & Recovery