The federal government’s vision for digital services is evolving.
Early on, agencies saw digital services primarily as a way to improve customer service, providing employees or citizens with easier access to information and services. While that is still an important goal, agencies now understand that the development of digital services also provides an opportunity to leverage new technologies and processes to transform their operations, making them more efficient and flexible than ever before.
In a recent survey conducted by 1105 Media, 66 percent of respondents said that improving the efficiency of internal processes was a very important benefit of digital government initiatives, while 65 percent said the same about improving the quality and speed of services. And the more experience that respondents had with digital services, the more likely they were to find these benefits highly important.
The survey also found that agencies are focused on transformation. Fifty-four percent of respondents said that their agencies had either established a vision for transformation at the senior agency management level or begun implementing integrated approaches to transformation throughout the agency. Another 15 percent said that their agency’s culture, goals and projects were based primarily on transformative processes.
At this event we heard from thought-leaders from across government who discussed digital services strategies, with a focus on aligning vision, systems and processes that can bring about lasting change for both agency customers and agency operations.
Topics addressed include:
- Digital swat teams
- Automated workflows
- Digitizing forms
- Data-driven services
- Identity management
- Cloud-based services
- Optimized mobile services