Technology can be used to anticipate customer needs, tailor business processes, provide virtual service delivery and improve productivity. The unknowable duration and impact of the pandemic combined with an already rapid acceleration of virtual service delivery both in the private and public sectors clearly indicate that virtual service delivery and remote work will be either permanent or significantly transformational. Find out how states are using technology services in impactful, efficient and cost-effective ways. The panel will discuss successful product implementations, along with lessons learned during the COVID-19 pandemic and the positive impact on service delivery to their internal and external staff and customers.

Moderator:

• Scott Eychner, Administrator, Workforce Services, Montana Department of Labor and Industry

Panelists:

• Rob Cohan, Managing Director, Accenture
• Heather Hall, CIO, Texas Workforce Commission
• Amy Hiltunen, Project Manager, Workforce ITSC, NASWA
• Tim Cummins, Application Development Manager, New Mexico Department of Workforce Solutions