The Future of Work:
An Inside Look at Government Knowledge Management
Wednesday, June 15th | 1 pm AST / 12 pm EST
About the webinar
The way we work is changing faster than ever. With the rise of remote work, hybrid workforces, and the digital innovation, it has become crucial for employers and employees both to adjust and adapt rapidly.
However, most organizations are not prepared to handle the future of work. Their current knowledge management systems are simply not equipped to enable employees to do their jobs effectively in a rapidly transforming environment. Government organizations often find themselves struggling to provide their best customer service to residents, while managing the complex knowledge and processes they need for their job.
So, how can governments improve their knowledge management processes and enhance service for their residents?
Deloitte, one of Canada's leading professional services firms, and ProcedureFlow, joined forces in 2019 to form a strategic alliance to help deliver industry-leading solutions to their customers. Together, they have been able to elevate service operations through improved knowledge experiences, helping organizations prepare future-ready solutions.
In this webinar, Deloitte and ProcedureFlow experts team up to discuss government-specific knowledge management topics. During the June 15th session, the panelists will:
- Discuss and review key government and industry trends from a customer service operations perspective in a post-COVID era
- Demonstrate ProcedureFlow live in action
- Answer your questions to the experts in our Q&A session
We hope to see you June 15th! Can't make the session? Be sure to register anyway so we can send you a copy of the recording.
Meet your speakers
Micah Peterson
ProcedureFlow
Micah is a knowledge management expert and enthusiast. He is Knowledge Centered Services certified (KCS), and has a passion for human knowledge sharing. He has been helping companies transform their knowledge management for more than 15 years.
Micah has created patented software to help build and maintain knowledge bases. As a member of the founding team, and the VP of Product Management at ProcedureFlow, he is able to use his passion to help organizations manage their knowledge in ways they never thought possible.
Derek Fitzgerald
Deloitte
Derek leads Deloitte's National Service Strategy and Operations Practice. In this role, he also manages Deloitte’s Alliance Partnerships focused on collaborating and co-delivering cloud-based knowledge solutions. Derek brings over 25 years of industry and consulting experience, leading teams globally across various industries to reimagine, create and deliver human-centred business and technology transformation.
His teams work closely with industry leaders to help solve their most complex service-based challenges, working at the intersection of customer strategy, operational excellence and enabling technology. He is actively engaged in Industry as Board Director for both Contact Centre Nova Scotia and Contact New Brunswick Industry Associations.
John O'Leary
Deloitte
John O’Leary heads up State and Local Government research for the Deloitte Center for Government Insights.
Prior to joining Deloitte, John served in several senior leadership roles for the Commonwealth of Massachusetts, including Commissioner of the Division of Unemployment Assistance.
A graduate of MIT, John’s research explores how new technologies can successfully be integrated into the public sector. He is the co-author of the study “The Future of Government Contact Centers.”
Amy Webber
Deloitte
Amy leads Deloitte’s Enterprise Knowledge Transformation offering within our Service Strategy and Operations practice. Amy works with organizational leaders across industries to action customer experience and knowledge management as a strategic asset within the enterprise to drive competitive advantage, operational efficiency and strengthens customer relationships through modernized products and services.
Amy is a Senior IT professional with over 10 years’ experience supporting cross industry clients in consulting, knowledge management, change management, service excellence modernization and technology implementation projects.