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Rethinking the Citizen Experience Online

Tuesday, December 6, 2022

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3 men and 1 woman participating in a virtual panel discussion
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The Empire Club of Canada Presents:
Rethinking the Citizen Experience Online

As we enter a new digital age, what makes for an ideal citizen experience online? What does the future state architecture look like? A new industry survey highlights key trends and exciting findings that will enhance the citizen experience online, ensuring it is inclusive, accessible, secure and meets citizens’ needs. Our panelists will explore the survey findings, discuss the challenges and trends to get to the optimal citizen experience, and what the future state of government online services hold for citizens.

The content presented is free of charge but please note that the Empire Club of Canada retains copyright. Neither the speeches themselves nor any part of their content may be used for any purpose other than personal interest or research without the explicit permission of the Empire Club of Canada.

Views and Opinions Expressed Disclaimer: The views and opinions expressed by the speakers or panelists are those of the speakers or panelists and do not necessarily reflect or represent the official views and opinions, policy or position held by The Empire Club of Canada.

headshot of Victoria  Abeling

Victoria Abeling

Senior Director, Americas Commercial Security Sales, VMware - Carbon Black
headshot of Jim  Love

Jim Love

CIO & Chief Content Officer, IT World Canada (ITWC)

Jim Love is both CIO and Chief Content Officer at IT World Canada. Over his 40 year career Jim has held senior and executive level positions in both technology and marketing.

He has held senior level positions in management consulting at Ernst and Young and as Global Vice President for the former DMR Group where he headed the global practice in Value and Portfolio Management.

In recognition of his contribution to the consulting industry Jim was made a Fellow of the Institute of Certified Management Consultants (FCMC). He continues to provide strategic advice to businesses and governments in Canada and abroad, including technology-based start-ups and existing companies seeking rapid growth through digital transformation.

He has taught at the University of Waterloo as well as York University.

Jim is a well-known writer and publishes frequently in leading publications in Canada and internationally. He has published numerous articles on strategy, technology and business transformation. His most recent book, co-authored with Fawn Annan is entitled “Digital Transformation in the First Person.” His recent paper on digital transformation, co-authored with Dr. Doug Sparkes was selected for presentation to the IEEE summit in Europe in 2021.

He is host of two popular podcasts, “Leadership in the Digital Enterprise” and “Hashtag Weekend” – both featured on the ITWC podcasting network.

Jim is working on a new book called “Data Driven” which explores how businesses can transform their cultures and operations to deliver exceptional customer experiences and compete as digital enterprises. The book details how Jim and his team built the analytics engine which powers IT World Canada’s (ITWC) analytics and how the culture of that organization changed to become “data driven.”
Notable Achievements:
• Headed the group that published Information Paradox and popularized many concepts used in strategic technology today, including Portfolio management
• Senior member of team that ran Innovate Inc. – a specialized boot camp for technology start-ups at University of Waterloo.
• Published in:
o IT World Canada,, Canadian CIO
o Cutter Journal of IT
o Enterprise Efficiency
o IEEE Journal
• Developed a number of successful pioneering podcasts including the social media show Game Changing and the Customer Experience Show. Host of a number of current podcasts.
• Coach – Technology start-ups and high growth companies

Interesting Facts:
• Jim is an accomplished fiction writer, playwright, musician and songwriter
• He has been nominated for Juno award for songwriting
• He has a gold album
• He has recently released a new album “Last Man Standing” which is receiving critical acclaim

headshot of Craig  McLellan

Craig McLellan

CEO & Founder, ThinkOn

Craig McLellan, Founder and CEO of Think On, Inc. has been at the forefront of technology innovation and data security in Canada and the U.S. for the past twenty-five years. Under Craig’s leadership, ThinkOn continues to grow, both organically and through strategic acquisition, and is ranked on both the Deloitte Technology Fast 500™ and The Globe and Mail’s list of Canada’s Top Growing Companies. A pioneer in cloud services, ThinkOn was one of the first companies in the world to receive VMware Cloud Verified certification and was recently recognized as the VMware Sovereign Cloud Partner for Canada. Craig currently sits on advisory boards for several industry-leading organizations including Veeam, Hitachi, and VMware, where he helps to guide strategy. Craig is also a passionate advocate for Innovate Cities—a first-of-its-kind, cloud-based community hub that promotes Smart City innovation.

headshot of The Honourable Kaleed  Rasheed

The Honourable Kaleed Rasheed

Minister of Public and Business Service Delivery, Government of Ontario

The Honourable Kaleed Rasheed is Ontario’s Minister of Public and Business Service Delivery, working to make Ontario a world-leading digital jurisdiction that leverages technology and innovation to deliver simpler, faster, and better services for people and businesses.

First elected in 2018, he is the Member of Provincial Parliament for Mississauga East—Cooksville and has previously served as Ontario’s first Associate Minister of Digital Government.

As a long-time champion of Canada’s tech industry, he brings extensive private sector experience to the table that spans across the banking, services, and telecommunications sectors.

Driven by the need to deliver exceptional customer service for Ontarians, Minister Rasheed is dedicated to making Ontario the best place for people to raise a family, live work, and for businesses to grow.

Minister Rasheed holds a Bachelor of Business Administration degree from the University of Guelph-Humber, as well as an MBA from the University of Bradford in the United Kingdom.

A strong community advocate, Minister Rasheed likes to spend his spare time volunteering and participating in local initiatives with his wife Sofiya and their five children.