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Lessons from the City of San Jose: Transforming Engagement and Shifting IT’s Role in Government

How Data, Analytics, and the Digital Experience are Transforming Engagement and Shifting IT’s Role in Government.

The role of the digital experience is now critical for local and state governments. Residents and business owners now expect a personalized, intuitive experience in every interaction, and are voting with their wallets as they choose where to live and do business. This is why governments must embrace the importance of the constituent, employee, and partner experience in everything they do.

In this webinar, industry analyst Charles Araujo, alongside Khaled Tawfik, CIO for the City of San Jose, examine this important and shifting dynamic. Araujo, publisher of The Digital Experience Report, begins with a brief discussion on the macro trends that are driving the digital experience to the center of value creation for organizations of all types. Then Araujo and Tawfik take a deep dive into the City of San Jose’s innovative use of data and analytics to identify digital and analog experiential gaps, the shifting role of IT in this new experientially-focused world, and how these changes are informing their approach to digital transformation.

You’ll learn about:

  • Customer experience (CX) best practices
  • Current trends and what to expect in the coming years
  • The power of digital tools for engaging hard-to-reach populations

Speakers:

Charles Araujo, Industry Analyst

Charles Araujo is a technology analyst and internationally recognized authority on the Digital Enterprise, the Digital Experience, and the Future of Work. Researching Digital Transformation for over 10 years, he is now focused on helping leaders transform their organizations around the digital experience and to reimagine the future of work. Publisher and principal analyst of The Digital Experience Report, founder of The Institute for Digital Transformation, co-founder of The MAPS Institute, and author of three books, he is a sought-after keynote speaker and advisor to technology companies and enterprise leaders.

Khaled Tawfik, CIO for the City of San Jose

Khaled Tawfik is the Chief Information Officer for the City of San José, California, directing a diverse civic technology portfolio and the San José 311 Contact Center for the nation’s tenth largest municipality. The City organization consists of 7,000 employees and carries over $5 billion total budget, serving over 1 million residents and 80,000 businesses in the heart of Silicon Valley. The City’s quest is to be as innovative as the community we serve. San José is recognized for its leading role in innovation, digital privacy, driving equity through data, and digital empowerment.

Over two decades, Khaled has held senior leadership roles in the government and private sectors, including Los Angeles County and City of Irvine, earning his teams’ national awards for operational excellence through technology and innovative solutions.

Clay Campbell, Solutions Consultant at Granicus

Clay Campbell is a Solution Consultant at Granicus. He will be joining Charles and Khaled during the Q&A portion of this event. Clay spends most of his days talking to public servants at all levels of government that are striving to address challenges in public service delivery through technology and change management throughout their organizations. Definitely a fan of the “teach to fish” mindset – he’s all about equipping government with the right solutions to best serve its communities today and beyond. Before joining Granicus, Clay served as Administrative Supervisor of the Downers Grove Sanitary District, a unit of local government outside Chicago, Illinois during a 15 year career in public service where he worked on a wide variety of GovTech and business process transformation initiatives.

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