Session: Building trust in digital transformations, by engaging customers through a human centric approach
Trust is central to the human experience. For digital transformations to be successful, it is important that customers feel trustful that the initiative is being done for them and with them, and not to them. Once they feel engaged and part of the process, they become partners in the solution delivery team, which can become a game-changer towards successful adoption of the new solution. This can be enabled via a humancentric, agile approach, where the customer feels valued. It is important to build trust before building systems.
- Building trust can be a significant enabler towards technology transformations
Anushree (Anu) M Bag is the Chief Information Officer at the Indiana Department of Child Services. In that role, she is responsible for overseeing the technological infrastructure and modernization of two major Indiana DCS systems that enable Child Support and Child Welfare services provided by the central office and 96 offices across the State of Indiana.
Immediately prior to that, Anu served as an Executive Director of Enterprise Risk and Resiliency Services at the Indiana Office of Technology, where she started her career in public service. In that capacity she managed IT Governance, Risk, Compliance, Business Continuity, and Disaster Recovery.
Prior to switching to public service, Anu spent over two decades in multiple private industries, such as energy, e-commerce, healthcare, insurance, and education. An electrical engineer by education, she holds certifications in Risk Management, Lean, Six Sigma, and Project Management. Anu is an expert in technology and associated operating model transformation, enterprise risk management, business process management, analytics, large program management, IT governance, and compliance.
Anu is passionate about women’s empowerment issues and the equitable participation and advancement of capable women in technology. In March 2020 she founded the Government Women in Technology (GWIT) group at the State of Indiana and served as the First Chairperson of the GWIT Board of Directors for the first two years.
During her short stint in public service, Anu has won several awards- Top 25 Doers, Dreamers and Drivers 2022, by Government Technology, Woman of Influence 2021, by the Indianapolis Business Journal, Mira Award for Community Impact 2021, by TechPoint.org, and Top 50 award, State Leadership 2020, by Statescoop.
Anu serves on the Carmel Mayor’s Human Advisory Council, and on the Board of Directors of Ronald McDonald House, Christel House Academy, and the Central Indiana Women’s Advisory Council.