While the anonymity of unattended bots can be daunting, attended bots can be time consuming and limit productivity. US Citizenship and Immigration Services (USCIS) is mitigating this with a more balanced approach, implementing ‘semi-attended’ bots. We are joined by Meikle Paschal Jr., Program Manager for Robotic Process Automation at USCIS, as he discusses the benefits of using semi-attended bots.

Join this webinar to learn about:

• Why semi-attended bots give you the best of both worlds
• Upskilling versus attrition: the best way to improve productivity
• Using automation to improve employee experience

Meikle Paschal Jr.

Program Manager for Robotic Process Automation
US Citizenship & Immigration Services

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When starting a new process improvement initiative in government, one of the most common issues is a lack of data and KPIs at both a strategic and process level. Once teams finally agree to have metrics, a bigger problem arises: what and how to measure. Not knowing where to begin your process improvement initiative is frustrating and delays progress. Knowing exactly what your KPIs are provides guidance and allows you to check your improvement progress. Join Oliver Kozak, former Continuous Improvement Leader at the European Commission, as he shares his KPI awareness course.

Join this webinar to learn:

• How to identify your KPIs
• What to do once you have discovered them
• Why you need to measure them to ensure process improvement is sustainable
• Case studies and lessons learnt from numerous KPI development projects

Oliver Kozak

Former Continuous Improvement Leader
European Commission

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Process improvement principles and methodologies solve many typical business pain points: cost reduction and efficiency, for example. When these principles are applied in government, process improvement begins to change people’s lives. Matthew Singh, Director of Operation Excellence & Continuous Improvement at the State of Nebraska, is joining us to explain why putting citizen experience at the heart of your OPEX program is the key to success.

Join this webinar to learn about:

• How the State of Nebraska used OPEX to improve its reimbursement scheme for local families
• Why citizens’ experience must be at the heart of your Centre of Excellence mission
• The OPEX principles used by State of Nebraska’s Centre of Excellence

Matthew Singh

Director of Operations Excellence & Continuous Improvement
State of Nebraska

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New laws and regulations bring new processes within government. To navigate new processes the Office of the Governor, Commonwealth of Pennsylvania, practices interdepartmental peer support and information management to ensure that employees have access to the support they need.

Join Joshua Phoebus, Director of Performance and Transformation at the Office of the Governor, Commonwealth of Pennsylvania as he discusses:

• Mentoring and why it works
• The importance of centralizing information for employees
• Institutionalizing training programs by making them available on-demand

Joshua Phoebus

Director of Performance & Transformation
Office of the Governor, Commonwealth of Pennsylvania

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