Justin Herman is the global head of the public sector for Twilio, where he leads a team that is helping to ensure that omnichannel communications are transforming equity and accessibility to the most critical public services. Under Justin's leadership, Twilio continues to help government agencies transform their services similar to what consumers expect from businesses and corporations.


Justin has been at the helm of the public sector practice during arguably one of the most transformative and high-stakes periods for timely access to critical services. The rapid modernization of public services during the historic COVID-19 pandemic called for a virtualized Digital Government Experience that has completely changed how local, state, and federal governments interact with constituents. Keeping pace with this drastic shift and the coinciding overnight explosion in demand for government agencies to operate remotely, Twilio’s public sector team adapted to meet the moment. 


Justin's leadership extends to advising and assisting government agencies with their efforts to have employees work from home during a shelter in place due to COVID-19. Specifically, Justin and his team helped the city of Pittsburgh stand up a call center in four days that was manned remotely by the City of Pittsburgh employees working from home. The call center accommodated calls to the city's 311 number, with constituents inquiring about issues ranging from trash pick-up schedules to tax filing deadlines.


In addition to his work with Twilio, Justin also serves as a member of the World Economic Forum’s Global Expert Network, as well as the Industry Chair of the ACT-IAC IoT/Smart Cities Working Group. Previously, Justin launched the U.S. GSA's government-wide Emerging Technologies program to support and coordinate citizen services initiatives with AI, Social Media, VR/AR, and more across more than 300 federal, state, and local agencies, and was named Fedscoop 50’s “Tech Champion of the Year.” Justin also served on the White House National Science and Technology Council subcommittee on Machine Learning and Artificial Intelligence for two administrations and co-developed the U.S. National Action Plan for Open Government.




Global Head of Public Sector,