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MAIN CONFERENCE: DAY ONE

07:00 AM - 07:15 AM REGISTRATION FOR WORKSHOP A

07:15 AM - 08:45 AM WORKSHOP A: EFFECTIVE CHANGE MANAGEMENT INITIATIVES DESIGNED TO ENSURE SMOOTH PROGRAM ADOPTION, IMPLEMENTATION & CONTINUED SUCCESS

Robert Towle, Managing Director – North America (East), Chazey Partners

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Robert Towle

Managing Director – North America (East)
Chazey Partners

Sponsored by: Chazey Partners

08:45 AM - 09:30 AM REGISTRATION FOR DAY 1 & NETWORKING BREAKFAST

09:30 AM - 09:45 AM CHAIRPERSON’S WELCOME

09:45 AM - 10:30 AM SENIOR LEADERSHIP PANEL DISCUSSION: HOW SENIOR LEADERSHIP ASSESSES & TRACKS YOUR SS DEPARTMENT’S ACTIVITIES TO ENABLE THEM TO BETTER UNDERSTAND ITS BUSINESS WORTH AND VIABILITY

Bryan Garey, Assistant Vice President, University of Virginia Ann-Marie Massenberg, Chief of Staff, Office of Finance and Management, Federal Aviation Administration (FAA) Stig Lanesskog, Chief Executive Officer, Claremont University Consortium

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Bryan Garey

Assistant Vice President
University of Virginia
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Ann-Marie Massenberg

Chief of Staff, Office of Finance and Management
Federal Aviation Administration (FAA)
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Stig Lanesskog

Chief Executive Officer
Claremont University Consortium

10:30 AM - 11:15 AM PANEL DISCUSSION: HOW DIGITAL PLATFORMS AND TECHNOLOGIES CAN OFFER ENHANCED CUSTOMER EXPERIENCE & DELIVERABLES AND REDUCE OPERATIONAL COSTS

Renee A. Macklin, IT Shared Services Director, Office of the Secretary, U.S. Department of Commerce Brian Siegel, Principal, Federal Shared Services, Deloitte Services LP

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Renee A. Macklin

IT Shared Services Director, Office of the Secretary
U.S. Department of Commerce
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Brian Siegel

Principal, Federal Shared Services
Deloitte Services LP

Sponsored by: Deloitte

11:15 AM - 12:15 PM MORNING NETWORKING BREAK & DEMO DRIVE


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LC Williams

Associate Director, Human Resources Directorate
Interior Business Center, U.S. Department of the Interior
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Shelley Prosise

Administrator Administrative Business Center (ABC) School of Medicine
University of Washington
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Dr. Sara Reed, MS, MA

Director, Shared Services Center
University of California, Davis
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Thomas M. Muir

Deputy Under Secretary for Management
U.S. Department of Veterans Affairs

1:15 PM - 2:15 PM NETWORKING LUNCH BREAK


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Steve Krauss

Director, Category Management Strategic Execution
General Services Administration (GSA)
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Anthony Kram

Acquisition Lead, Shared Services Project
U.S. Department of Commerce

3:00 PM - 3:45 PM PANEL DISCUSSION: HOW TO RECRUIT, MOTIVATE & RETAIN A PROFICIENT & PRODUCTIVE SS WORKFORCE

Sara Walsh, Director Provost, Administrative Service Center, Brown University Glenn K. Davidson, Executive Director, Shared Services, U.S. Department of Commerce

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Sara Walsh

Director Provost, Administrative Service Center
Brown University
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Glenn K. Davidson

Executive Director, Shared Services
U.S. Department of Commerce

3:45 PM - 4:15 PM AFTERNOON NETWORKING BREAK

HIGHER EDUCATION

4:15 PM - 5:00 PM DATA ANALYTICS & METRICS FOCUS: HOW TO DETERMINE WHICH METRICS TO TRACK & HOW TO UTILIZE DATA TO ENSURE CONTINUED PROGRAM SUCCESS

GOVERNMENT

4:15 PM - 5:00 PM DATA ANALYTICS & METRICS FOCUS: HOW BIG DATA & PREDICTIVE ANALYTICS ARE UTILIZED TO IMPROVE SERVICE DELIVERIES AND ENHANCE PROGRAM GROWTH

HIGHER EDUCATION

5:00 PM - 5:45 PM CUSTOMER SERVICE FOCUS: HOW TO ENSURE YOUR SSC IS MEETING THE NEEDS OF ITS CUSTOMERS

Pam Gabel, Executive Director, Shared Services Center, University of Michigan

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Pam Gabel

Executive Director, Shared Services Center
University of Michigan

GOVERNMENT

5:00 PM - 5:45 PM CUSTOMER SERVICE FOCUS: HOW TO BETTER UNDERSTAND YOUR CUSTOMERS’ NEEDS & PROVIDE EXCEPTIONAL SERVICE

LC Williams, Associate Director, Human Resources Directorate, Interior Business Center, U.S. Department of the Interior

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LC Williams

Associate Director, Human Resources Directorate
Interior Business Center, U.S. Department of the Interior

5:45 PM - 6:00 PM CLOSE OF MAIN CONFERENCE DAY ONE

6:00 PM - 7:00 PM EVENING SOCIAL MIXER