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Providing a Modern Digital Experience for Federal Government

Agencies aiming to meet elevated citizen expectations should look to technology partners that can help deliver an optimal digital experience.

IN THIS ARTICLE

The digital experience is rapidly evolving, and federal agencies face many obstacles in meeting citizens’ and employees’ elevated expectations for their increasingly digital interactions with government. Most agencies struggle to keep pace with the digital transformation of private sector entities, but citizens and employees alike are cutting the public sector no slack. They’ve become accustomed to the convenience, efficiency, reliability and immediacy they get from online businesses and mobile applications, and they want the same level of service from the government. The Biden administration has recognized the need for federal agencies to modernize, issuing a mandate that calls for specific improvements to the digital experience across agencies. Though the challenges are many, agencies can meet these demands with holistic strategies designed to leverage innovative emerging technologies.

Learn how CDW can help deliver a modernized digital government experience.

The digital experience is rapidly evolving, and federal agencies face many obstacles in meeting citizens’ and employees’ elevated expectations for their increasingly digital interactions with government. Most agencies struggle to keep pace with the digital transformation of private sector entities, but citizens and employees alike are cutting the public sector no slack. They’ve become accustomed to the convenience, efficiency, reliability and immediacy they get from online businesses and mobile applications, and they want the same level of service from the government. The Biden administration has recognized the need for federal agencies to modernize, issuing a mandate that calls for specific improvements to the digital experience across agencies. Though the challenges are many, agencies can meet these demands with holistic strategies designed to leverage innovative emerging technologies.

Learn how CDW can help deliver a modernized
digital government experience.

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Government Digital Transformation

Americans may interact with the federal government as citizens, but their experiences as consumers influence their expectations for these interactions. U.S. residents prefer engaging with federal services digitally: through websites (56%), call centers (28%) and mobile applications (19%). However, they perceive the government as lagging: Just 62% are satisfied with government online services compared with 81% for private sector online services.

The federal government has acknowledged this gap and made significant progress on the 2021 executive order to improve digital government. These efforts have reimagined long-standing platforms, such as SSA.gov, and led to new capabilities, including the automated routing of COVID-19 tests to public health departments. Back-end modernization has enabled dramatic improvements to front-end workflows; for example, single sign-on through login.gov.

Despite these successes, agencies still face challenges that hinder their ability to leverage automation, artificial intelligence and other emerging technologies. For most agencies, the question is not why modernize, but how. Consolidating and integrating disparate, legacy environments is difficult, especially with lean budgets. Modernization requires clear objectives, sustained effort and strategic investment in foundational infrastructure.

23%

The percentage of U.S. respondents who report regularly interacting with government through digital channels

Source: deloitte.com, “Digital government and citizen experience survey,” April 19, 2023



But the benefits are significant. Automation improves the speed and quality of workflows for citizens and employees. Well-integrated systems enable data sharing, which makes user experiences cohesive and provides valuable insights. Streamlined processes remove roadblocks so that employees can focus on outcomes. The ultimate goal of digital services is both simple and powerful: Citizens can get the information, services and support they need through easily accessible channels.

Successful digital transformation balances long-term strategy and near-term tactics. These should be informed by a deep understanding of agencies’ unique environments (to ensure plans are realistic and achievable) and best practices of human-centered design (to ensure technology investments align with citizens’ needs). When agencies invest in the right solutions and services, they can deliver a seamless digital experience that exceeds citizens’ expectations.

Discover how CDW can help
deliver a modernized digital
government experience.

Government Digital Transformation

Americans may interact with the federal government as citizens, but their experiences as consumers influence their expectations for these interactions. U.S. residents prefer engaging with federal services digitally: through websites (56%), call centers (28%) and mobile applications (19%). However, they perceive the government as lagging: Just 62% are satisfied with government online services compared with 81% for private sector online services.

The federal government has acknowledged this gap and made significant progress on the 2021 executive order to improve digital government. These efforts have reimagined long-standing platforms, such as SSA.gov, and led to new capabilities, including the automated routing of COVID-19 tests to public health departments. Back-end modernization has enabled dramatic improvements to front-end workflows; for example, single sign-on through login.gov.

Despite these successes, agencies still face challenges that hinder their ability to leverage automation, artificial intelligence and other emerging technologies. For most agencies, the question is not why modernize, but how. Consolidating and integrating disparate, legacy environments is difficult, especially with lean budgets. Modernization requires clear objectives, sustained effort and strategic investment in foundational infrastructure.

But the benefits are significant. Automation improves the speed and quality of workflows for citizens and employees. Well-integrated systems enable data sharing, which makes user experiences cohesive and provides valuable insights. Streamlined processes remove roadblocks so that employees can focus on outcomes. The ultimate goal of digital services is both simple and powerful: Citizens can get the information, services and support they need through easily accessible channels.

Successful digital transformation balances long-term strategy and near-term tactics. These should be informed by a deep understanding of agencies’ unique environments (to ensure plans are realistic and achievable) and best practices of human-centered design (to ensure technology investments align with citizens’ needs). When agencies invest in the right solutions and services, they can deliver a seamless digital experience that exceeds citizens’ expectations.

23%

The percentage of U.S. respondents who report regularly interacting with government through digital channels

Source: deloitte.com, “Digital government and citizen experience survey,” April 19, 2023



Discover how CDW can help
deliver a modernized digital
government experience.

Digital Government by the Numbers

53%

The increase in customer satisfaction from December 2022 to September 2023 after the Social Security Administration partnered with the U.S. Digital Service to overhaul SSA.gov

Source: U.S. Digital Service, Impact Report 2024, May 2024

41%

The increase in IRS.gov usage during the 2024 filing season after the agency released new online tools to help taxpayers check their refund status and perform other tasks

Source: treasury.gov, “Continuing Improvements to IRS Customer Service in Filing Season 2024,” June 7, 2024

69%

The percentage of federal agency leaders who cite a lack of funding to maintain the infrastructure needed for emerging technologies as a barrier to modernization

Digital Government by the Numbers

53%

The increase in customer satisfaction from December 2022 to September 2023 after the Social Security Administration partnered with the U.S. Digital Service to overhaul SSA.gov

Source: U.S. Digital Service, Impact Report 2024, May 2024

41%

The increase in IRS.gov usage during the 2024 filing season after the agency released new online tools to help taxpayers check their refund status and perform other tasks

Source: treasury.gov, “Continuing Improvements to IRS Customer Service in Filing Season 2024,” June 7, 2024

69%

The percentage of federal agency leaders who cite a lack of funding to maintain the infrastructure needed for emerging technologies as a barrier to modernization

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Common Obstacles to Delivering a Modern Digital Experience

Agency leaders recognize the benefits of IT modernization but face barriers such as insufficient funding to maintain the infrastructure for emerging technologies (69%), outdated hardware (42%) and outdated software (35%), EY reports. As a result, leaders may not prioritize modernization and may continue to accumulate technical debt.

LIMITED IT BUDGETS: Lean budgets and restrictive processes hamper digital transformation, even though emerging technologies such as cloud networks, automation and AI typically lower costs by increasing efficiency and reducing technical debt. IT leaders can navigate this dilemma by strategically investing in technologies that target key objectives and enable incremental progress.

LEGACY EQUIPMENT: Legacy systems and associated technical debt are a major obstacle for many agencies. Outdated infrastructure and poorly integrated applications make it difficult, if not impossible, to adopt emerging technologies. IT staffers may spend so much time on maintenance that they have little bandwidth to upskill or to oversee major upgrades.

FRAGMENTED SYSTEMS: In the past, solutions were regularly implemented piecemeal for a specific need, which resulted in disjointed solutions. Over time, these disparate systems and the inability to integrate them led to operational inefficiency, poor user experience, security vulnerabilities and quickly accruing technical debt.

WORKFORCE SHORTAGES: For 38 percent of federal leaders, a lack of skilled employees is inhibiting IT modernization. Emerging technologies are more efficient, but they require different skill sets. Managed services can be a cost-effective way to augment staff; however, security clearances and other restrictions add complexity to outsourcing and contracting arrangements.

BUREAUCRATIC PROCESSES: Agencies’ lengthy budget cycles, stringent approval procedures and high staff mobility make them comparatively less agile than the private sector. Often, this leads to a continuous game of catch-up as citizen expectations evolve faster than agencies’ capabilities. Modernization helps to minimize this gap by focusing on efficient, streamlined operations.

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Essential Best Practices

Citizens’ expectations are simple in the sense that they want digital interactions that are fast, easy and seamless — the “Amazon effect.” But dig deeper, and nuances emerge. An EY global survey revealed seven citizen personas, each with their own implications for how governments can approach digital services. Agencies will achieve the most success when they understand their users and apply those insights to craft online journeys.

Use Human-Centered Design: With citizen satisfaction as the goal, agencies can use relevant metrics to assess their performance before, during and after modernization to quantify their performance and progress.

Solve Problems Strategically: Agencies often allocate funding to solve tactical problems without an overarching strategic framework. Longer-term, adaptive planning ensures that solutions align with key objectives and reduces the risk of poor integration.

Reduce Technical Debt: Technical debt makes it difficult for IT teams to pursue meaningful innovations. Ease of management within the existing IT environment should be part of the decision-making criteria for new solutions.

Achieve Incremental Improvements: Government’s slow pace can impede agility and flexibility. However, agencies that take time to build long-term strategies can also plan for incremental progress that generates momentum and lasting change.

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Common Transformational Obstacles

Agency leaders recognize the benefits of IT modernization but face barriers such as insufficient funding to maintain the infrastructure for emerging technologies (69%), outdated hardware (42%) and outdated software (35%), EY reports. As a result, leaders may not prioritize modernization and may continue to accumulate technical debt.

LIMITED IT BUDGETS: Lean budgets and restrictive processes hamper digital transformation, even though emerging technologies such as cloud networks, automation and AI typically lower costs by increasing efficiency and reducing technical debt. IT leaders can navigate this dilemma by strategically investing in technologies that target key objectives and enable incremental progress.

LEGACY EQUIPMENT: Legacy systems and associated technical debt are a major obstacle for many agencies. Outdated infrastructure and poorly integrated applications make it difficult, if not impossible, to adopt emerging technologies. IT staffers may spend so much time on maintenance that they have little bandwidth to upskill or to oversee major upgrades.

FRAGMENTED SYSTEMS: In the past, solutions were regularly implemented piecemeal for a specific need, which resulted in disjointed solutions. Over time, these disparate systems and the inability to integrate them led to operational inefficiency, poor user experience, security vulnerabilities and quickly accruing technical debt.

WORKFORCE SHORTAGES: For 38 percent of federal leaders, a lack of skilled employees is inhibiting IT modernization. Emerging technologies are more efficient, but they require different skill sets. Managed services can be a cost-effective way to augment staff; however, security clearances and other restrictions add complexity to outsourcing and contracting arrangements.

BUREAUCRATIC PROCESSES: Agencies’ lengthy budget cycles, stringent approval procedures and high staff mobility make them comparatively less agile than the private sector. Often, this leads to a continuous game of catch-up as citizen expectations evolve faster than agencies’ capabilities. Modernization helps to minimize this gap by focusing on efficient, streamlined operations.

Click Below to Continue Reading

arrow

Essential Best Practices

Citizens’ expectations are simple in the sense that they want digital interactions that are fast, easy and seamless — the “Amazon effect.” But dig deeper, and nuances emerge. An EY global survey revealed seven citizen personas, each with their own implications for how governments can approach digital services. Agencies will achieve the most success when they understand their users and apply those insights to craft online journeys.

Use Human-Centered Design: With citizen satisfaction as the goal, agencies can use relevant metrics to assess their performance before, during and after modernization to quantify their performance and progress.

Solve Problems Strategically: Agencies often allocate funding to solve tactical problems without an overarching strategic framework. Longer-term, adaptive planning ensures that solutions align with key objectives and reduces the risk of poor integration.

Reduce Technical Debt: Technical debt makes it difficult for IT teams to pursue meaningful innovations. Ease of management within the existing IT environment should be part of the decision-making criteria for new solutions.

Achieve Incremental Improvements: Government’s slow pace can impede agility and flexibility. However, agencies that take time to build long-term strategies can also plan for incremental progress that generates momentum and lasting change.

CDW can help deliver a modernized
digital government experience.

Gary Arnce, Mike Farahbakhshian, Neil Graver, Asim Iqbal, Brian McConnell, Yemi Ogunsanya

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CDW Contributors