State and local governments have made significant progress in digital transformation, but more focus is needed on a critical and often overlooked element: how to get residents to use a digital solution once it is implemented.

Experts say maximizing adoption of digital services is a multi-step journey that involves developing products with user-centered design, actively engaging residents, and communicating the benefits of new technologies with smartly designed marketing campaigns that emphasize the user experience.

“If you build it” is no guarantee that residents will use your new app or online portal. Join us to discuss potential pitfalls to adoption of digital services, best practices for overcoming them, and real-world success stories – for both residents and governments.

Digital Experience


Caroline Boyd
Principal, Government Programs
Julia Gutiérrez
Chief Digital Officer
City of Boston, Massachusetts
Jack Laskowitz
Vice President of Client Success

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