Three Trends Driving Digital Transformation, Improving Trust and Transparency
Featuring Salesforce's Mike Shortino.
Transparency is important. But so is trust in the use of data and how it's being leveraged, right? And so I think that as it relates to someone's service experience and their knowledge of their personal service experience, transparency is like a great idea and it can build trust.
At the same time, you know, there is risk that can be associated with with too much transparency or transparency where we haven't been given the right to to extend it. And so, you know, I think that nuanced view of how we view data in terms of the experience, and how being really protective and a little bit risk-averse in one way can help build trust.
I'm heartened by the the focus on the actual experience - connecting service silos across the government is a shift. When I first came to Salesforce, we were preaching that experience mattered. And I think the federal government and policy statute and actions really caught up to that. You know, but I think to complicate matters, it really depends where you sit in the government, what part of the mission you're accomplishing, to orient yourself on that change and making sure that we're changing to o a positive end and so understanding what's in statute is a key difference between the public sector and the private sector.
You know, on the on the private side, we can think about boundless opportunities and jobs to be done. And on the public side, a lot of times we have to wait for a policy or statute to catch up with the need. And then I also would say that, you know, we've seen more mission change growth, the the rate of change appears to be going up. And so this recognition that certain things are changing faster, certain things aren't, right. So understanding what part of the mission is being challenged and focusing in that area can really help as well.