Can Government Teams Make Government Services More User Friendly
Austin Convention Center, Ballroom E (500 E Cesar Chavez St)
Speaker: Drew Scherz
About: Increasingly, Web Teams and developers are finding themselves closer to customers than ever before as websites become the primary, public-facing entities of most organizations. Keeping the customer at the front of the line can be a challenge for teams not specifically trained or oriented for such considerations. The growth of mobile platforms is also driving more solution-based customer interactions online, forcing web teams to become more customer solution-oriented as the demand for immediate, real-time solutions increases. The Texas Comptroller’s website serves about 25 million page views each month from taxpayers seeking information, conducting business, and completing task-based forms and other tasks, putting our web team on the frontline of user advocacy. This panel will explore how web teams can adapt as user advocates with a focus toward customer service needs, while also managing the structural and technical integrity of web sites and databases.