120th Annual Conference Sessions: Business Process Improvement
120th Annual Conference Sessions: Business Process Improvement
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Sessions for Sunday, June 28
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Sun
28 Jun
2:50 PM - 3:40 PM CT
E451
The Total Package: Designing Better Customer Experiences and Simplified Backend Processes
When designing payment processes, governments don't always think about the customer experience, and as a result, paying a bill, or multiple bills, from a government can feel like running the gauntlet. Change is hard, especially in government, so designing and implementing new and improved processes takes a concerted effort. This session will share examples of governments that have modernized how customers pay for core city services, moving from fragmented, department‑specific billing and payment tools to a coherent, resident‑centered payment experience. Learn how you can deliver the total package of policy change, process improvement, and technology upgrades by utilizing thoughtful community engagement and creative marketing practices.
1 CPE credits
Level: basic
More info -
Sun
28 Jun
4:00 PM - 4:50 PM CT
E353
Make No Small Plans: Addressing Big Challenges in Your Community
Governments are responsible for not only delivering basic services like garbage pick-up and street maintenance to their residents, but also for addressing problems that negatively impact the quality of life in their communities. Challenges such as high unemployment, homelessness, and affordability often feel too large for a government to tackle alone, yet many have managed to do so successfully.
1 CPE credits
Level: basic
More info
Sessions for Monday, June 29
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Mon
29 Jun
8:55 AM - 10:10 AM CT
E271
One Step at a Time: Getting Results with Incremental Process Improvement
Governments often face resource constraints, compliance requirements, and pressure to deliver better services—making large-scale transformation daunting. This session explores how incremental process improvement can drive meaningful change without overwhelming staff or budgets.
1.5 CPE credits
Level: intermediate
More info -
Mon
29 Jun
3:10 PM - 4:25 PM CT
E253
Rethinking the Finance Office with Shared Services
As finance professionals think about how to best provide services in the future, more and more are rethinking how the finance office is organized and considering creative options for resourcing major functions. This session will discuss alternatives to traditional full-time employee staffing models, including: workers shared between two or more governments; governments performing services for another as part of a shared-services model; and governments that fully outsource traditional finance functions to the private sector. Speakers will highlight advantages and disadvantages of each approach and discuss considerations for building an effective team that features onsite employees, remote workers, contractors, and more.
1.5 CPE credits
Level: basic
More info