Looking ahead to 2024 and the trends shaping the government market, a theme of trust has emerged. From learning to trust how artificial intelligence (AI) will handle data and provide insights to implementing zero-trust architectures for cybersecurity to building citizen trust with better customer service, agencies are more focused than ever on delivering trust as part of their services.
Artificial Intelligence
Agencies across government are establishing enterprise-level teams devoted to developing AI policies and resources while simultaneously utilizing the technology for a variety of projects with the AI.gov website listing more than 700 artificial intelligence use cases. The White House issued the Executive Order on Safe, Secure, and Trustworthy Artificial Intelligence in the fall of 2023 to help guide this parallel effort of regulation and innovation.
Three key challenges that need to be addressed as agencies look to meet the deadlines and goals set forth in the EO:
- Regulating generative AI: Generative AI is a type of AI that produces content — a story, an image, or an audio file. A recent report found that three-fourths of agency leaders said their agencies have already begun establishing teams to assess the impact of generative AI and are planning to implement initial applications in the coming months. However, the ethics of utilizing and altering existing content as well as the veracity of newly created content are key concerns that could slow generative AI adoption.
- AI talent: The AI Executive Order requires the appointment of a Chief AI Officer (CAIO) to oversee the “coordination, innovation, and risk management for each agency’s use of AI.” Beyond this important leadership and oversight, agencies also need to beef up their AI-savvy staffs across every department. Similar to pushes to close the cybersecurity workforce gap in government, agencies will need to provide attractive incentives to get AI talent to look at government jobs.
- Equity in AI: In the fall of 2023, the Department of Commerce announced the designation of 31 Tech Hubs across the country that aim to spread tech knowledge and job opportunities nationwide. This will expand access to jobs and diversify the pool of talent working on advanced technology solutions.
Zero Trust
The 2021 “Cyber EO” named zero trust as the security architecture of the future. Federal agencies have made important progress in predicting and identifying roadblocks.
2024 looks to be the year of action in which technologies and systems are implemented. The Department of Health and Human Services (HHS) recently issued a Request for Information (RFI) for program management support services for zero-trust implementation. In the RFI, HHS stated they have resources to implement zero trust but need support in “putting all the components together,” as it requires a significant upgrade in governance and information technology management. Other agencies and departments across government likely will face similar challenges.
Citizen Experience
According to the American Customer Satisfaction Index (ACSI) Federal Government Report 2023, customer satisfaction with U.S. federal government services jumped 2.9% to a score of 68.2 out of 100 in 2023. While the forward momentum is positive, the fact that the federal government only has a 68% satisfaction rating shows there is still room for improvement.
Areas highlighted in the Executive Order on Transforming Federal Customer Experience showed improvement. The largest improvement was in website perception, up 13%. Professionalism of customer service improved 8.3% and efficiency and ease of government processes moved up 6.1%. A progress report published by the Office of Information and Regulatory Affairs in the summer of 2023 mirrored these results, showing the most progress in digital access for enrollment and education. These efforts must continue to meet citizens’ preference to apply for government benefits online.
2024 will be a year full of activity implementing AI, zero trust, and commercial-grade customer service across government. We’ll be watching how agencies make these shifts and the impact the implementations have on trust in government systems and services.
As the founder of GovEvents and GovWhitePapers, Kerry is on a mission to help businesses interact with, evolve, and serve the government. With 25+ years of experience in the information technology and government industries, Kerry drives the overall strategy and oversees operations for both companies. She has also served in executive marketing roles at a number of government IT providers.
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