Registration and Morning Refreshments

Grand Ballroom 1

Opening Remarks

Grand Ballroom 2

Mark Bengel, Chief Information Officer, State of Tennessee

Keynote – Bringing the “It Factor” to IT

Grand Ballroom 2

Anthony Huey, President, Reputation Management Associates (@anthonyhuey)

We’ve all met someone with intangible qualities that draw others in and make them say, “Wow!” Some call it charisma, magnetism, or the “It Factor,” but it’s nearly impossible to define. You can’t touch the It Factor, but you can immediately feel when someone has it. Why do some leaders have this seemingly magical presence, while too many of us come across as extraordinarily ordinary? Anthony Huey has spent the last 20 years as a communications coach answering this question by studying thousands of executives and the qualities that turn managers into inspirational leaders. He has discovered that most anyone can attain some level of the It Factor by understanding and changing how they are perceived while at the same time ratcheting up the willingness to influence and inspire those around them. This fast-paced and interactive keynote address provides practical and immediately implementable approaches to bringing the It Factor not just to you personally but to your organization.

View Supplemental Information Packet Here

Networking Break

Grand Ballroom 1

Concurrent Sessions

Cyber Attack Live Demo

Midtown 2

Cyber-breach headlines are now commonplace. But most users (and many IT professionals) have a limited understanding of how cyber criminals bypass traditional cybersecurity controls (e.g. firewalls, anti-virus) and move undetected within a network to compromise information systems. This session will present a live cyber attack to demonstrate threat-faithful tactics used by motivated cyber criminals and share insights on how to effectively mitigate cyber risks. The audience will be able to view both the attacker’s screen and the victim’s screen. This unique perspective highlights why so many successful attacks go undetected for an average of 287 days.

Curtis Clan, Chief Information Security Officer, Strategic Technology Solutions, Department of Finance & Administration, State of Tennessee

Robert Dowling, Cyber Risk Practice Lead, Dynetics, Inc.

Greg Jackson, Sr. Cyber Risk Advisor, Dynetics, Inc.

Joshua Smith, Sr. Cybersecurity Analyst, Dynetics, Inc.

Optimize Your Customer Journey – Customer Service Management

Midtown 3

To one degree or another, each of us is expected to wear the hat of Chief Customer Officer; great service isn’t just the responsibility of the customer service department. This session discusses innovative strategies to remake government’s relationship with its customers into something more stimulating and rewarding. Elevate your contact with customers, drive better business results, and meet customers’ growing expectations by adopting new technologies and applying analytics to provide insight into service trends. This session will cover all the latest trends in Customer Service Management and feature case studies from the Tennessee Department of Human Services.

Landon Cook, Director of Customer Service, Department of Human Services, State of Tennessee

Joe Landers, Customer Service Transformation Consultant, ServiceNow

How Data Supports Digital Transformation

Sylvan Park

Government by nature is in the data collection business, and there is no shortage of information from which to extract valuable insights. The challenge is to reinvent how to leverage the vast amounts of information to get real results. Emerging next-generation tools include predictive analytics, big data analytics, data visualization, cognitive technology and more. This session discusses how data can be tapped to drive superior decisions, smarter communities, better service and accelerated digital transformation.

Sally H. Avery, Director, Center for Economic Research in Tennessee (CERT), Department of Economic and Community Development, State of Tennessee

Lionel Cave, Digital Transformation Consultant, RoundTower Technologies

Chris Osbourn, TITAN Program Director, Tennessee Highway Patrol, State of Tennessee

Bob Patterson, Chief Strategist & Senior Enterprise Architect Data & Analytics, Hewlett Packard Enterprise

View Osborn Presentation Here

Getting Our Heads in the Cloud

Midtown 1

The question is no longer whether to make the leap into the Cloud or not. Now it’s a matter of “how, what, when and where.” There’s a lot to consider in getting started, and valuable lessons have been learned in both government and private industry in recent years. This session focuses on the factors involved in teeing up a successful cloud initiative.

Mark Brunn, Senior Product Manager, CenturyLink

Mike Rodriguez, Chief Information Officer, City of Memphis

Joe Zilka, Senior Manager, Government Solutions, SAS (@joezilka)

Lunch

Grand Ballroom 2

Featured Speaker – The Art of the Consultative Mindset

Grand Ballroom 2

Dr. Trish Holliday, Chief Learning Officer, State of Tennessee

Organizations are increasingly challenged to fulfill their missions with the most effective and efficient use of resources. Leaders are purposefully engaged in achieving operational excellence at an exceptional level. Serving customers with a consultative mindset encompasses: understanding the strengths and values of the customer partnership; demonstrating humility; recognizing the power of deepening questions; and embracing lifelong learning as a model of practice. Join in this interactive conversation and leave with a renewed sense of clarity of purpose and shared intent to build relationships using the consultative mindset approach.

Networking Break

Grand Ballroom 1

Concurrent Sessions

The Mobile Experience

Midtown 2

It’s now the norm, residents of Tennessee are interacting with their state and local governments through their mobile device. Engaging them with an exceptional user experience is paramount in delivering exceptional customer service. During this fast-paced session, you will see the latest, greatest and most innovative mobile apps being deployed in state and local government in Tennessee and hear about the State’s vision for MyTN.

Melissa Gjestland, Program Director, Information Systems Division, Bureau of Investigation, State of Tennessee

Mark Hackney, Chief Information Officer, Bureau of Investigation, State of Tennessee

Jerry Jones, Executive Director, Enterprise Shared Solutions, Department of Finance & Administration, State of Tennessee

Karrie Stanfill, Intelligence Analyst, Criminal Intelligence Unit, Bureau of Investigation, State of Tennessee

View Presentation here

Managing the Customer Experience

Midtown 3

When it comes to support, customers expect an open invitation. This session will showcase solutions that make it easy for customers to engage with your business – where and when it’s right for them. Customers just want to solve their problem with the least amount of effort. This session will demonstrate the experience customers want, featuring case studies from the Tennessee Department of Labor.

Kelly Cortesi, Communications Director, Department of Revenue, State of Tennessee

Joseph Garcia, Director of Customer Success, Department of Labor and Workforce Development, State of Tennessee

Ian Harris, Insurance Benefits Data Analyst, Department of Finance & Administration, State of Tennessee

Ryan Nichols, VP and General Manager of Zendesk Talk, Zendesk

View Presentation Here

Building a Culture & Capacity for Agile Development

Sylvan Park

Conventional project management and software development are deliberate and orderly, emphasizing rigorous specification and planning. However, our consumer-centric society is speeding up the pace of development and response, leading to far shorter windows and putting a strain on traditional methodologies. This session looks into current thinking and best practices about how, when and why an agile approach is the right way to go.

BJ Burns, Developer, Department of Environment & Conservation, State of Tennessee

Ginger Curtis, Business Analyst, Department of Environment & Conservation, State of Tennessee

Kaitlin Edwards, Developer, Department of Environment & Conservation, State of Tennessee

Vicky Hutchings, CSM CSPO, Business Solutions Architect, Business and Community Development Domain, State of Tennessee

Data Privacy & Governance

Midtown 1

As technology becomes more invasive in our lives, it’s said that the debate between privacy and security is over, and privacy lost. Fortunately for us, that’s not quite true. But there are pressures pushing us in that direction, including transparency, public safety and rampant consumerization. An astounding amount of our personal information is in the hands of third parties, including government agencies. This session ponders one of the hottest issues of our times and what it means for the public sector.

Andrei B. Dumitrescu, Chief Compliance and Privacy Officer, Office of General Counsel, Division of TennCare, State of Tennessee

Jacob Gray, Director of Health Care Informatics, Office of General Counsel, Division of TennCare, State of Tennessee

Kevin Sena, CEO / Owner, Viperline Solutions

View Presentation Here

Sponsor Briefing

Grand Ballroom 2

(Industry sponsors only)

This informal discussion is hosted by Chief Information Officer, Mark Bengel and Deputy Chief Information Officer, Stephanie Dedmon. The focus will be on strategies, priorities, opportunities and the procurement process.

Networking Break

Grand Ballroom 1

General Sessions - Emerging Technologies

Grand Ballroom 2

Why Your Cars Will Soon be Like Horses

There are definitive moments in history when technology exceeds our wildest dreams and faces us with one realization: the future is here. For many, that moment comes with the onset of autonomous and connected vehicles. But as technology races ahead, it raises important questions about how government will implement, regulate and oversee these high-tech vehicles. Commissioner Schroer will share insight into the impact of autonomous vehicles in our communities.

John C. Schroer, Commissioner, Department of Transportation, State of Tennessee (@tdotcommish)

Artificial Intelligence and Robotics

When will human intelligence be replicated by machines? It’s getting closer by the day and it might well be the most disruptive technology in the history of humanity. The science of artificial intelligence, machine learning, and robotics has had its fits and starts, but there are new advancements that bring it several steps closer to mimicking human thought and actions. This session offers an introduction to some exciting – and slightly unnerving – breakthroughs and their potential impact on the future of government.

Hugh Hale, Chief Information Officer, Division of TennCare, State of Tennessee

China Widener, National Strategy and Operations Leader for Public Sector, Deloitte Consulting LLP (@china_widener)

Networking Reception

Grand Ballroom 1

Network with your colleagues and discuss technology solutions with the event exhibitors.

Conference times, agenda, and speakers are subject to change.