Public Sector COP September 2020 – Project Management for Contactless Customer Service

Abstract:
These days many government organizations are making changes that mirror private sector organizations in terms of services offered. Forecasting the needs of citizens for today and tomorrow requires extensive research, communication, and engagement. Requests for funding by public organizations come with a high level of visibility and scrutiny as projects involving financial transactions will have elements of PCI compliance, sensitive information, and fees.

During this presentation, you will hear from a Financial Revenue Analyst, turned Revenue Manager on his experience leading a project for contactless customer service. He will touch on some of the challenges he faced, and lessons learned along the way.

Learning Objectives:

• Properly scoping a project
• Understanding the never-ending project
• Building relationships with vendors

Biography
Gregory Jenkins II is the Revenue Manager for the Town of Cary where is has worked for 8 years. When he was hired by the Town, his role was Financial Project Analyst in the Finance Department. He has worked in the governmental sector for over 19 years in three different municipal governments. He oversaw the second half of the Town’s $17 million AMI project that touches more that 65,000 households as well as launch an online payment site that handles approximately 50% of the utility payments. He presents on customer service engagement using both projects as his platform. He has been a part of numerous projects representing the Finance Department and Town as a whole. Prior to Cary, he led a City-wide inventory process at the City of Greensboro.

He is a Certified NC Local Government Finance Officer and serves on several non-profit boards.