XM Knowledge Base
Community User Group
Optimize digital services in Florida
MARCH 14, 2024 // 8:30 AM - 12:30 PM ET
Tallahassee, FL
Hosted by Florida Highway Safety and Motor Vehicles, join Qualtrics and local peers in Tallahassee for a community user group where you will hear from former and current government practitioners and customer experience leaders about what it takes to design and deliver digital-first government.
Attend this event to:
- Understand the value of XM and its impact on self-service delivery
- Learn how to optimize your digital journey and deliver effective digital services
- Hear from local peers and leaders driving XM program adoption and advancing CX outcomes
Agenda:
8:30 – 9:00 AM ET // Check-in
9:00 – 9:45 AM ET // Opening Keynote: Optimize Digital Services
What does it take to design and deliver digital government? Learn how leading governments map, measure, and manage their customer journeys from the resident’s point of view to make it easier to access government services – at scale.
9:45 – 11:30 AM ET // User Group Stories
Hear from current Qualtrics users. They’ll discuss their organization’s vision and goals for XM and share insights and best practices learned from their own programs, projects, and successes.
11:30 AM – 12:30 PM ET // Workshop: Create a customer journey map
Join us for a hands-on training session where we will create a customer journey map. You will learn how to think about your services from a customer’s point of view, how to logically map their experience, and how to identify the moments that matter for CX program design.
Attendees will leave with a journey map template they can leverage in their own work!
Location:
Department of Highway Safety and Motor Vehicles | Neil Kirkman Building | 2900 Apalachee Pkwy, Tallahassee, FL 32399
Featuring:
Stan Kirkland
Sr. Manager // Florida Department of Highway Safety and Motor Vehicles
A 32-year member of the Department of Highway Safety and Motor Vehicles, Stan’s roles within the department have included DMV Budget Analyst, Assistant Bureau Chief, Project Administrator, and DMV Chief of Staff. He currently manages the strategic management office within the Division of Motorist Services by providing administrative support with legislation, strategic planning, Tableau services and Qualtrics surveys. Stan graduated from Auburn University with a Bachelor of Science in Business Administration in Finance.
Rachel Jarriel
Ombudsman // Florida Department of Highway Safety and Motor Vehicles
As a native born-and-bred Floridian, Rachel is proud to have been in public service her entire working career. Rachel graduated from Flagler College in St. Augustine, after which she worked as an educator in the public school system. Rachel started with the Department of Highway Safety and Motor Vehicles in 2013 as a customer service analyst before transitioning to the Office of Legislative Affairs as a Legislative Liaison. Currently the FLHSMV’s MyDMV Portal Ombudsman, Rachel is committed to enhancing the online services the Department provides to the residents of Florida.
Chris Murphy
Quality Assurance Analyst // Florida Department of Transportation
Chris Murphy is a quality assurance analyst & instructor at the Florida Department of Transportation (FDOT). With over three years of experience utilizing Qualtrics CX and EX platforms, he specializes in communications, information technology, and applying business intelligence. Chris is dedicated to optimizing employee experiences within FDOT. Outside of work, he enjoys cooking, playing video games, and watching old movies.
time
8:30 AM – 12:30 PM ET
location
Department of Highway Safety and Motor Vehicles
Neil Kirkman Building
2900 Apalachee Pkwy, Tallahassee, FL 32399