David R Hankes
IT Innovation Manager, Village of Downers Grove, IL
Downers Grove, Illinois, United States
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David is a leader known for his strong executive presence and visionary approach. With decades of experience in public sector information technology, he has dedicated his career to serving the public by driving innovation and improving operational efficiency. David’s expertise includes DevOps, user experience (UX), service design, and accessibility. These skills enable him to enhance transparency, increase productivity, deliver value, and boost customer engagement.
David holds an M.S. in Human-Computer Interaction from DePaul University and is certified as a Government Chief Information Officer (CGCIO) by Rutgers/PTI. He actively participates in several professional organizations, including the Special Interest Group on Computer-Human Interaction (SIGCHI), the Government Management Information Science (GMIS), and the Service Design in Government Community of Practice. Additionally, he has served as a mentor in the General Services Administration (GSA) User Experience Community of Practice.
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WCAG 2.1 AA Extends Beyond a Website; It is the Foundation of Your Organization
Title II of the Americans with Disabilities Act (ADA) requires state and local governments to ensure their "services, programs, and activities" are accessible to individuals with disabilities. Let's discuss
1. What is WCAG 2.1 Level AA?
2. What are the compliance requirements, and when do we need to comply?
3. Are there any exceptions to these requirements?
4. How can organizations establish a framework to comply with the standards?
5. What current technologies can assist in easing the compliance burden on my organization?
Putting the "Human" back into Government Digital Services
Citizens expect government services to be as efficient as those in the private sector, but many government platforms fall short, leading to frustration and a loss of trust. Imitating peers often perpetuates poor practices in the public sector.
Prioritizing the "human" in government digital services is essential. Services must be practical, accessible, and user-friendly. By focusing on the customer experience — including discovery, design, delivery, and measurement — we can improve service effectiveness and restore public trust.
How can government agencies engage citizens through interactive experiences? By using online services, design thinking, and facilitating both formal and informal feedback, agencies can create effective and accessible digital communications. Key methods include: Citizen Surveys, Customer Journey Mapping, Fly-on-the-Wall Observation, Guerrilla User Testing, & Service Design Blueprints.
David R Hankes
IT Innovation Manager, Village of Downers Grove, IL
Downers Grove, Illinois, United States
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