There’s a push at the federal level to make government more efficient and more responsive. But although agencies made major investments in information technology systems over the years, digital transformation wasn’t always as successful as promised. Legacy systems and home-grown custom applications often left agencies with a complicated and costly IT landscape.
That complexity can result in a frustrating experience for users, both inside and out. But new technologies and tools, including artificial intelligence (AI) and standardized workflows, are bringing effective modernization within reach.
“There’s a real optimism that while we have a lot of change happening, that technology will make that change work for the American people and those who work in and around the federal government,” said Jonathan Alboum, Federal CTO at ServiceNow.
In this video interview, Alboum discusses how agencies are streamlining and centralizing processes to improve customer service — internally and externally. Topics include:
- Modernizing workflows to improve service delivery and operations.
- How efficiency enhances public trust.
- Real-world examples of federal agencies sharing services and making them more cost-effective and consistent.
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