April 30 - May 2, 2018 | Westin tampa waterside | first floor | tampa, florida

2018 ENGAGE311 Agenda

Please note that the dates, times and topics on this agenda may change leading up to the ENGAGE311 Conference

 Sunday, April 29  
     
 1:00 PM - 5:00 PM
   Registration and Check-In | Westin Tampa Waterside | Garden
     
 4:15 PM - 4:45 PM    Attendee Orientation | Westin Tampa Waterside | Oasis Ballrooms
     
 5:00 PM
   It's 5 O'Clock Somewhere Meet and Greet | Blue Harbour at the Westin Tampa Waterside
     *Please note, this event is on your own and not included in the ENGAGE311 registration fee
     

 Monday, April 30

 

 Westin Tampa Waterside | Oasis Ballrooms | Fl 1

     
 7:00 AM - 1:00 PM    Registration and Check-In | Garden
     
 7:15 AM - 8:00 AM    Breakfast | Channelside
     
 8:00 AM - 8:15 AM    What's the 311?
     Sharon Gamble, 2018 ENGAGE311 Conference Chair, City of Fort Worth
     
    Welcome, Overview of Agenda and Session Objectives
     
 8:15 AM - 8:45 AM    Getting to Know You
     Donna Williams-Ormond, Operations Manager, City of Richmond
     
 8:45 AM - 9:45 AM    Setting the Bar: Using the CS Week 311 Comparative Survey to Set a Standard
     Margaret Wright, Assistant Director, 311 Customer Service Center, City of Dallas
     Michael Radoff, Customer Care Director, City of Tulsa 311
     Rob Duncan, Customer Service Manager, City of Austin 311
     Russ Jensen, Director, City of Knoxville 311
     Sharon Gamble, Customer Care Administrator, City of Fort Worth
     
    This panel will present data captured from 311 organizations in the CS Week 311 Annual Comparative Survey and create a case for an “industry standard” based on the results. We will discuss the most commonly used metrics and standards in our “311 Industry” and provide a comparison to other industries in an attempt help other 311 organizations make the case to their executives for best practices in performance targets.
     
 9:45 AM - 10:00 AM    Take 15! | Oasis Foyer
     
     Let's take a break!
     
 10:00 AM - 10: 30 AM    Are You Plugged In?  CS Week 311 Technology Survey Report
     James West, IT Business Systems Coordinator, City of Fort Worth
     ​Erick Hines, 311 Operations Manager, Washington D.C. 311
     
    Technology trends are ever changing and evolving. This is the fifth year for the technology survey to uncover the details about what technologies other 311 centers are using.
     
 10:30 AM - 11:00 AM    The Montgomery County Government Telework Program: The Evolution of the Workplace
     Michael McNeil, Program Manager, Montgomery County MC311
     
 11:00 AM - 11:45 AM    Sponsor IGNITE Session
     
    Get to know our 2018 sponsors before the EXPO311 Hall Opens! These fast-paced elevator style speeches will introduce you to who the company is and what they can provide for your center.
     
 11:45 AM - 12:45 PM    Let's Do Lunch! | Channelside
     
    Enjoy meeting our 2018 sponsors and exhibitors as they join us for lunch. Continue the conversation and networking throughout the meal over table topics as you sit grouped by skillsets. Share your expertise and learn from others!
     
 12:45 PM - 1:30 PM

 What's Your Number? Using the Enneagram to Encourage Employee Engagement
     Donna Williams-Ormond, Operations Manager, City of Richmond
     
    Learn how the City of Richmond's Department of Public Utilities (DPU) is using the Enneagram methodology to build a culture of trust, commitment and engagement throughout the organization. The Enneagram is a highly sophisticated system of nine personality profiles that are meant to help us know ourselves and others. Each type profile serves as a customized road map for on-going personal growth and professional development consistent with categories of modern psychological typology. This methodology can foster a greater understanding through a universal language that transcends gender, religion, nationality and culture. While we are all unique, we share common experiences and this connection can build stronger teams and more effective work relationships.
     
 1:30 PM - 1:45 PM    Virtual Tour: City of Austin 311
     Idara Bessard, Customer Service Manager, City of Austin 311
     
 1:45 PM - 2:30 PM    Build the Connected City
     ​John Conley, VP Customer Success, Salesforce
     Mike Yeganeh, Senior Director Solution Engineering, Salesforce
     
    Citizens expect a modern and frictionless customer experience in dealing with their government. Join us and learn on how cities and counties across the country are changing the game in citizen experience. Hear from key thought leaders on the key components that make up a vision of the city of the future.
     
 2:30 PM - 3:00 PM    Take 30! | EXPO311 Hall
     
    Let's take a break! Take this opportunity to visit and network with our sponsors and exhibitors in the EXPO311 hall.
     
 3:00 PM - 4:00 PM    Rapid Fire Solutions
     Moderator: Myra Linsker, Mgr, Division of Customer Care, City of Wichita
     
    Break out in to small working groups to address major strategic issues and challenges facing the 311 industry and find solutions that all attendees can take home.
     
 4:00 PM - 4:45 PM    Elite Sponsor Presentation
     IBM
     
 4:45 PM - 5:00 PM    Closing Remarks
     Sharon Gamble, 2018 ENGAGE311 Conference Chair, City of Forth Worth 
     
 5:00 PM - 6:00 PM    Welcome Reception | EXPO311 Hall


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