Susan Wilkins is the Digital Government Lead and Senior Director with the Office of the Chief Information Officer, at the Government of Newfoundland and Labrador. Leveraging her 20+ years of consulting and Information Technology experience, Susan has been responsible for successfully leading the province’s digital strategy development, with a goal to make the province “Digital-by-Design” by 2022. Susan’s passion for superior client service, and keen ability to develop and grow relationships, have been key in the successful completion of an extensive co-creation process with all government departments. Susan holds a Masters Certificate in Project Management, and a Bachelor’s degree in Applied Science, Applied Mathematics from Memorial University.
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From retail to technology, many organizations in the private sector have mastered how to serve their customers in an engaging and meaningful way – shaping citizens’ expectations. In the public sector, jurisdictions around the globe still struggle with legacy systems and service bottlenecks that ultimately hinder the citizen experience....