When Service Breaks Down: Restoring Confidence with the Regulated Community

Service challenges can become more than an operational issue when delayed responses, inconsistent information, unclear processes, or limited visibility contribute to complaints and stakeholder escalation. This session will examine how regulatory agencies can identify where service challenges occur, understand the factors behind them, and determine where improvements may be needed. Speakers will explore approaches to improving responsiveness, communication, transparency, and consistency across the regulatory lifecycle. The session will also consider how access to connected regulatory information can help staff respond with relevant context while maintaining departmental responsibilities and appropriate access controls. A regulator co-speaker would share agency experience and lessons relevant to other regulatory programs.

Learning Objectives:

• Identify where service challenges occur across the regulatory lifecycle and examine the factors that contribute to complaints, escalation, or stakeholder dissatisfaction. 
• Compare approaches for improving responsiveness, communication, transparency, and consistency across regulatory interactions.
• Evaluate how access to connected regulatory information can support more informed and consistent service while maintaining departmental responsibilities and appropriate access controls.

Speakers:
Jennifer Garrett, Deputy Secretary, Wisconsin Department of Safety & Professional Services

Mary Jones, President/CEO, Mental Health America of South Central Kansas

Sam Delp, Division Director, Colorado Department of Regulatory Agencies

Karthik Agarwal, Chief Executive Officer, Gov2Biz