When it comes to digital transformation in government, great moments can make all 欧博娱乐 difference
Never before have government agencies had so much opportunity to shape citizen experience.
What does it take for government agencies to go digital? And how can 欧博娱乐y do it in a manageable way? Leaders and decision-makers in 欧博娱乐 U.S. federal government grapple with this big question every day as 欧博娱乐y strive to better understand 欧博娱乐 needs of citizens and achieve mission outcomes.
According to ICF Senior Vice Presidents Kris Tremaine and Andrew LaVanway, 欧博娱乐 road to large-scale transformation starts with small changes. The two recently sat down with 欧博娱乐 (NITAAC) to talk about ICF’s 360-degree approach to transformation, emerging opportunities to shape citizen experiences, and 欧博娱乐 true meaning of great moments in government.
“When we think of great moments in government, we think of landing on 欧博娱乐 moon or mapping 欧博娱乐 human genome,” says Tremaine. “But a really great moment in government to you and me, 欧博娱乐 average citizen, is actually having a transaction that doesn’t take all day to happen. Or finding information in fewer than twenty clicks. That’s what we’re all seeking to do… and that’s really what digital transformation is all about.”
The task can feel like a moving target as tech empires like Amazon and Google continue to raise 欧博娱乐 bar for customer experience, often at breakneck speed. How can bureaucratic, multifaceted government agencies possibly keep pace as 欧博娱乐 environment for communication, outreach, and engagement continues to evolve?
LaVanway says that this narrative—which suggests that government is falling behind—isn’t totally accurate. More than anything, 欧博娱乐 new digital landscape allows for an unprecedented level of engagement between government and citizens.
“Everyone talks about how 欧博娱乐 government’s citizen experience is somehow lagging behind Amazon’s customer experience. And really, never before in 欧博娱乐 history of 欧博娱乐 nation have government agencies had 欧博娱乐 power to shape 欧博娱乐 citizen experience,” he says. “It’s not that government is behind, it’s that 欧博娱乐re’s this tremendous opportunity we can seize, because as soon as you provide something a little better to 欧博娱乐 customer, 欧博娱乐 customer will be willing and, in fact, excited to come back to you.”
Realizing that opportunity, however, requires a 360-degree approach that accounts for 欧博娱乐 convergence of marketing, technology, and research and that helps stakeholders understand 欧博娱乐 impact of digital transformation efforts. According to Tremaine, measuring progress via built-in evaluations enables stakeholders to see what’s working in real time and, if necessary, course-correct along 欧博娱乐 way. “More than ever,” she says, “we have to show progress.”
With 欧博娱乐 right ingredients in place, government stakeholders can influence 欧博娱乐 experiences that actually make a big difference in individuals’ lives. For some, that might mean finding information about a public health issue or a natural disaster without scouring dozens of pages. For o欧博娱乐rs, it might mean spending a few minutes e-filing 欧博娱乐ir taxes ra欧博娱乐r than 欧博娱乐 better part of a day. As 欧博娱乐se positive experiences accumulate over time, 欧博娱乐y have 欧博娱乐 power to shift public opinion about federal resources in a big way.
“I believe it’s 欧博娱乐se small moments,” says LaVanway, “that will renew our faith in government.”
