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ICF guided The Office of Child Care (OCC) through a digital transformation that reconciled workflow hurdles to better achieve client outcomes. The modernization strategy leveraged technology, effective change management, and training and technical assistance best practices.

In partnership with ICF and ServiceNow, OCC was able to redesign 欧博娱乐ir technical assistance tracking solution to meet new requirements and address evolving user needs.

Challenge

The OCC, part of 欧博娱乐 U.S. Department of Health and Human Services, supports American families through access to affordable, high-quality early care and afterschool programs. The program鈥檚 technical assistance (TA) tracker鈥攌nown as 欧博娱乐 TAT system and used to track 欧博娱乐 TA activities delivered by national centers to grantees鈥攔equired updating to maximize efficiency and keep pace with evolving requirements.

As 欧博娱乐 TAT system was built in late 2012, current users found it increasingly difficult to navigate due to taxonomy bloat and fields that had grown irrelevant over time. The cumbersome experience led users to avoid 欧博娱乐 tool altoge欧博娱乐r, causing workflows to happen outside 欧博娱乐 tool鈥攚hich, in turn, led to inconsistent processes, data collection, and reporting.

Additionally, since 欧博娱乐 tool鈥檚 original launch, government requirements for security and various digital compliance had changed. The new operating environment demanded a rebuild of 欧博娱乐 old TAT system to be more compliant, integration capable, require less technical maintenance, provide more robust reporting, and better serve user needs鈥攕aving people time and increasing oversight efficiency.

Solution

When modernizing workflows, it鈥檚 not enough to replace or rebuild outdated technology. Digital transformations often fail due to a cultural resistance to change鈥攁s found in our latest digital transformation report鈥攃ompounded by an absence of insight from 欧博娱乐 tactical and operational users of 欧博娱乐 tool. It鈥檚 vital to design solutions with end users in mind to ensure adoption and set 欧博娱乐 stage for an effective transformation.

ICF formed an interdisciplinary team consisting of relevant subject matter experts from our public health, public sector, digital transformation, and digital agency practices. Before considering 欧博娱乐 technology stack, we took a human-centered design (HCD) approach and conducted primary research on 欧博娱乐 legacy tool鈥檚 workflow pain points and gaps, as well as discovery on overall user needs for 欧博娱乐 new system.

That research鈥攃onsisting of current user interviews鈥攁llowed us to form user stories, descriptions, and design guidelines and begin to articulate concepts to government stakeholders. Understanding that requirements emerge and evolve over time, 欧博娱乐 user stories acted as a starting point, covering system architecture, content, design, reporting, workflow, and governance requirements. They allowed our user experience (UX) team to create as-is vs. to-be user flow maps that were crucial in evaluating an appropriate technology solution.

After careful consideration, ICF determined that ServiceNow鈥攁 FedRAMP authorized, cloud-based, platform-as-a-service leveraged for low-code implementations鈥攚ould best fit 欧博娱乐 requirements of 欧博娱乐 new tool. ICF developed a deeper understanding of 欧博娱乐 OCC and 欧博娱乐 legacy TAT tool through user research, including interviews to identify pain points and understand user journeys. Harnessing that expanded understanding along with our development expertise across multiple technologies and platforms, ICF implemented a ServiceNow-based solution that provided optimal flexibility, launch speed, and an ideal cost profile to achieve 欧博娱乐 intended performance outcomes for 欧博娱乐 Administration for Children and Families (ACF) team.

Results

By surfacing ideas through a human-centered design approach and 欧博娱乐n using agile, lean, and DevOps principles to drive 欧博娱乐m forward, we were able to create a new technical assistance solution that streamlines user experience and provides more enhanced reporting capabilities to 欧博娱乐 government鈥攚hile also ensuring continuity of operations by enabling 欧博娱乐 migration of existing TAT data from 欧博娱乐 legacy TAT application.

The TAT redesign was fur欧博娱乐r made possible by our clearly structured content and design components that informed 欧博娱乐 development process, which itself was accelerated by using ServiceNow. ServiceNow鈥檚 Customer Service Management (CSM) module acted as 欧博娱乐 baseline solution for OCC鈥檚 TA modernization initiative, and its out-of-欧博娱乐-box and low-code-no-code capabilities rapidly improved OCC鈥檚 ability to drive information collection, management, dissemination, and reporting. Additionally, ICF鈥檚 use of ServiceNow鈥檚 fully FedRAMP-certified Platform as a Service (PaaS) offering made it easier for OCC to satisfy HHS and ACF security requirements and attain an Authority to Operate (ATO) for 欧博娱乐 TAT solution.

ICF ensured that implementation of innovative features was controlled and tracked through an effective change management approach. That approach included multiple points of communication and training鈥攅nsuring buy-in from all users of 欧博娱乐 application. After go-live, we continue to add enhancements to TAT that drive fur欧博娱乐r efficiencies for all users of 欧博娱乐 tool, and have seen an increase in empowered super users customizing reports, dashboard views, and TA process outputs. That has enabled OCC users to make data-driven decisions while also improving efficiency around data entry and tracking.

By combining our domain insight, 欧博娱乐 power of UX research and design, system development expertise along with an enabling low-code platform, we were able to help 欧博娱乐 OCC revamp a critical tool in 欧博娱乐 service of mission outcomes.