Modernizing a Paper-Based Program for a Government Agency

A government agency that helps entrepreneurs and small business owners had developed a complex application process that heavily relied on paperwork. Small business owners who submitted applications to the agency faced a long and cumbersome process that included multiple entry points to register and lots of paper forms and printing.

When the federal government released a memorandum that called for agencies to streamline their services for customers using innovative technologies, this agency created a strategic plan to optimize their IT infrastructure and streamline the application process — permanently.

Unsure of how to get started, they asked the United States Digital Services (USDS) to help perform a “discovery sprint,” which would reveal problems and provide specific recommendations on how to modernize. As a result, the USDS suggested partnering with a contractor who could lead them through the complex process of modernization using digital transformation. CDW Government, with their agile approach and record of excellence and efficiency, was the perfect choice.

Over the years, this agency had tried four separate times to modernize its systems, but due to the project’s sheer complexity, each attempt failed to produce a cohesive design. For example, although they had built a digital system to handle aspects of the registration process, online applicants still had to mail in forms after they reached a certain point in the online process.

The agency faced many barriers to modernization, including:

• Dispersed locations. With 68 district offices all soliciting their own application forms throughout the U.S. and U.S. territories, data collection and sharing was a challenge.
  
  
• No single source of truth. After attempting to modernize its system, the agency ended up with two different systems that still did not address many of its core issues. They struggled to keep the systems in sync, a challenge made harder by the fact that regulations change frequently.
  
  
• Multiple user groups. Numerous user groups needed to interact with the system in different ways and at varying clearance levels. Beyond registrants and agency staff, congressional staffers also needed to access constituent data, and government contracting offices needed an up-to-date database of qualified applicants.

Despite their earlier attempts, the agency lacked end-to-end digitalization of the application and compliance processes required to administer their valuable programs.

CDW Government’s goal was to help this agency deploy a modern, cloud-based program application and case management solution that would enable small business owners to apply for programs in a fully digital environment. To ensure that the solution would truly meet the needs of the end users, we leveraged our deep expertise in human centered design (HCD) to gather early and frequent feedback. The idea was to create a single point of entry for small businesses by offering a well-designed, functional web application that would streamline the certification process and allow as many firms as possible to apply and gain eligibility.

CDW Government’s end-to-end solution included:

An agile approach to development. To overcome the roadblocks that the agency experienced in the past, we used an agile approach to create their cloud native, open-source solution. By moving incrementally, getting feedback and scaling as we went, CDW Government was able to help the agency learn on the go, slowly adding their programs into one cohesive system. The CDW Government team leveraged an Agile methodology successfully during each phase of the software development lifecycle, from requirements gathering and story generation through development and deployment to an AWS-based production environment.

Helping the government agency pass security requirements. As a government entity, security is always a top concern. To use the software in a production environment, the agency first needed the system to pass authority to operate (ATO), a process that involves identifying the data and risk level if the system is attacked or breached. CDW Government helped the agency through ATO, teaching their team how to shift to a DevSecOps methodology to continuously monitor the system under Federal Information System Management Act (FISMA) guidelines.

Training and support all along the way. A system is only successful if it can be maintained, over time. In addition to helping the agency build a cloud solution, CDW Government also offered the agency extra support to keep everything running effectively and smoothly. We provided extensive training at each location and, for the first years, helped fill critical roles until the agency was fully up and running on its own. Some of the roles we filled included:

• Product managers
• Project managers
• Solutions architects
• Business analysts
• Designers
• Security engineers
• Full stack developers
• Security and cloud engineers
• Service desk engineers
• Support desk personnel

As a result of CDW Government’s work, the agency moved four different programs into one easy application system. Prior to the platform solution, business owners who qualified for more than one of these programs would have had to fill out an application multiple times. The new platform streamlined the process, so they would only have to apply once. Amazingly, this reduced the burden of program application for firms from an average of 120 hours to less than 45 minutes.

Today over 100,000 users interact with this government agency digitally each year — without the need for paper. Prior to the platform, the agency personnel exchanged files with up to 2500 sheets of paper through the mail, causing long delays and expensive shipping costs. With the new application, firm records are now available for all agency authorized personnel to view anytime, anywhere.

As an added bonus, the reduction in paper and printer needs reduced costs dramatically for both the agency and participating firms. The speed has also drastically increased, with the agency now able to process three times the number of applications with ease. Best of all? More business owners than ever can receive the help and information they need to grow their companies with the help of this agency’s programs.