Category Archives: Customer Experience & Engagement

The Top 5 Insights from GSMCON 2025 

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At the Government Social Media Conference (GSMCON) 2025, Public Sector communicators, digital strategists and leaders came together to explore the evolving landscape of social media in Government. As a provider and distributor of social media management solutions, Carahsoft and its partners empower Government organizations and enterprises to stay ahead of digital engagement trends and connect with their audiences through innovative, secure and scalable platforms.

Here are our top 5 insights.

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Plain Language and Accessibility for Public Outreach

Government agencies have both a legal and ethical obligation to communicate clearly and accessibly with the public. Legislation such as the Plain Writing Act of 2010 and the Americans with Disabilities Act (ADA) requires that public information be understandable and accessible. Beyond regulatory compliance, the use of plain language fosters greater public trust and enhances engagement. In the session “Stop the Scroll: Advanced Strategies for Using Plain Language in Social Media,” speaker Shuly Babitz, the Digital Engagement/Managing Editor of the Department of Health and Human Services (HHS), discussed how clear communication increases the likelihood that messages will be understood and acted upon, particularly on digital platforms like social media, where users often engage with content quickly and under time constraints. Concise sentences, familiar vocabulary and clearly defined terms make content more accessible, whether viewed on mobile devices or read via assistive technologies such as screen readers.

To ensure clarity, Government communicators should consider key questions:

  • Who is the intended audience?
  • Why is the message relevant to them?
  • What specific action should they take?

Whether it involves defining acronyms upon first use or substituting formal terms, the objective remains to ensure that public information is easy to locate, comprehend and apply to constituents.

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Humanized, Authentic Content and Outbound Engagement to Build Trust

Another key insight from GSMCON was the growing imperative for Government agencies to adopt a more humanized and transparent approach to social media to build public trust. Organizations are finding success by showcasing behind-the-scenes insights, sharing day-to-day experiences and highlighting the individuals behind public service roles. This approach fosters a sense of connection and positions Government not just as an authority, but as an accessible, community-oriented partner.

In the session “Government Social, But Make It Engaging: Cutting Through the Digital Noise,” speaker Ben Cathers, Senior Principal Solutions Consultant at Hootsuite, highlighted how leveraging storytelling, transparency and timely responsiveness helps establish strong relationship foundations with the public. Outbound engagement and active social listening, such as monitoring citizen feedback and responding directly to concerns, demonstrate accountability and attentiveness.

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Strategy and Planning Saves Time and Boosts Impact

For Government organizations operating with budget constraints and small social media teams, strategic content planning is a force multiplier. Implementing a structured content calendar enables teams to batch-schedule posts weekly, saving time and labor resources. This approach not only improves efficiency but also ensures alignment with key civic deadlines, public service announcements and Federal holidays. Centralizing publishing and engagement in a single tool provides a unified interface for scheduling, approvals and performance analytics, streamlining workflows and maintaining consistency across platforms. Moreover, leveraging analytics from these tools empowers teams to refine their strategy over time, focusing on what resonates most with their audiences. With social media management solutions from our partners at Hootsuite, Public Sector social media teams can maximize limited resources and make a significant impact.

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AI is a Valuable Tool, not a Replacement

During the keynote panel “Striking a Balance with AI & Government,” panelists discussed the strategic role of artificial intelligence (AI) in enhancing Government communication and social media engagement. While AI presents significant opportunities to streamline routine content creation, such as drafting social media posts, generating captions and optimizing video content, Public Sector organizations must approach its adoption with clear governance.

As highlighted by panelist Julie Tappendorf, Equity Partner of Ancel Glink, PC, AI should augment rather than replace human expertise, particularly in areas requiring legal oversight or the nuanced voice of public servants. Establishing clear policies around AI application safeguards both the integrity of Government messaging and public confidence.

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Developing a Strategic Crisis Communication Plan

Effective crisis communication in the Public Sector hinges on thorough preparation, clear protocols and agile response strategies. In the session “5 Things to Build Now Before the Next Crisis,” Juan Diasgranados, Public Affairs Manager of Miami-Dade County, emphasized a critical best practice of developing pre-written message templates tailored to common crisis scenarios, which should be pre-approved by legal counsel to ensure compliance and accuracy. These templates must cover internal communication, public messaging and media outreach to provide consistent, timely information across all audiences. Additionally, establishing a comprehensive crisis communication plan, with clearly defined roles and approval workflows is essential. The plan should be concise, easily accessible and regularly reviewed to remain current with organizational changes and emerging risks.

Sarah Loyd, Head of Product Success and Evangelism at Social News Desk emphasized another best practice for crisis engagement, which includes issuing an initial “standby” statement to acknowledge awareness of the situation, pausing routine content and maintaining transparency through timely updates. Continuous monitoring of public feedback and misinformation is crucial to address concerns promptly.

To further explore the tools, trends and strategies shaping digital engagement in Government, visit Carahsoft’s Customer Experience and Engagement Solutions page and see our portfolio of Government Social Media solutions.

Digital Wallets: The Bridge Between Patient and Provider

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Across the nation, healthcare services are indispensable in protecting people. As expectations grow and evolve, the healthcare industry must be ready to innovate to provide the best experience for patients and providers alike. Digital wallets with identity verification are a helpful tool which can establish trust, store data and enable patients to take control of their healthcare.

The Solution to a Divided System

Healthcare providers are spread across multiple companies, cities and states. The lack of a centralized database results in a fractured state of medical records. Patients often lose track of their medical history, and transferring data can be difficult in scenarios that happen across state lines—for example, if a patient needs emergency treatment in a state they do not reside in. Recent standards, such as the Trusted Exchange Framework Common Agreement (TEFCO), a legal consensus that enables network-to-network data sharing, promotes the idea of transferring data regardless of location. Digital wallets allow for a national, unified experience to review and obtain medical records, empowering patients and providers alike.

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Benefits of a Digital Wallet

Digital wallets with verifiable credentials embolden users with a quick, accessible way to deliver their framework across the healthcare sector.

There are numerous benefits to having a digital wallet. They provide:

  • Interoperability: Digital wallets are designed to work well with other systems, promoting a cohesive experience across different providers and geographical distances.
  • Enhanced Security: Patients can take control of their data and decide when it is shared.
  • Improved User Experience: By providing swift user verification without redundancy, users can enjoy a smooth and frictionless experience.
  • Unified Standards: The community driven nature ensures a consistent experience across all use cases.

Equipped with a digital identity, healthcare systems are enabled to provide and receive swift, efficient care.

Building A Unified Experience

The rise of verifiable digital credentials, such as multi-factor authentication (MFA), phishing resistant authenticators and strong identifiers like pass keys, enables end users to reliably tie themselves to a digital identity while protecting against fraud, waste and abuse. It is important to balance strong, accurate authenticators with an accessible end user experience. Patients value simplicity and accessibility, so structures that require numerous logins can be viewed as cumbersome.

Before deploying features of the digital wallet, all participants should agree on the framework for identity verification. Referring to the standards of the World Wide Web Consortium (W3C), TEFCO and 21st Century Cures Act can help involved parties agree on a method of identity verification and credentials that satisfy safety, accessibility and interoperability all at once.  

Functionally, digital wallets independently verify each user. First, the patient submits a digital representation of their identity, whether a passport, license or other form of identification. Next, a data broker verifies the information submitted for validation. This validation is secured and verified with cryptographic keys. Passkeys protect the digital wallet while simultaneously verifying that the party accessing it is correct.

With trust established, users can manage and own their healthcare data.

To learn more about integrating interoperability, security and a unified customer friendly experience through digital wallets, watch 1Kosmos’s webinar “Bridging Healthcare Sectors with Digital Wallets.”

Modernizing Government IT: A Case Study in JSM Implementation

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A local government entity responsible for managing IT service operations across multiple departments (including Utilities, Fire, Clerk’s Office, City Manager’s Office, Finance, HR, and more) needed to modernize its IT service management system. Their existing ITSM platform was costly, difficult to maintain, and fragmented across departments, making it inefficient to manage service operations. To streamline operations, they selected Atlassian’s Jira Service Management (JSM) as a scalable, cost-effective solution that could be rapidly deployed to support IT and departmental service needs.

ANB Technologies partnered with the government entity to implement JSM, leveraging ANB’s high-velocity accelerators to optimize processes, reduce costs, enhance delivery speed, and automate workflows.


Key Challenges:

The local government entity faced several challenges with its legacy ITSM system, including:

  • Fragmented Service Operations: Each department had its own service workflow, causing inefficiencies and inconsistencies in handling service requests.
  • High Costs: The existing system was expensive, requiring significant investment in maintenance and lengthy upgrades.
  • Difficult to Maintain and Scale: Expanding the system to support additional departments and use cases was slow and complex.
  • Manual and Inefficient Workflows: The lack of process standardization led to delays, increased workloads, and poor visibility into service requests.

Our Solution:

To address these challenges, ANB Technologies implemented JSM as a modern, centralized IT service management platform, leveraging ANB’s High-Velocity Accelerators—built on industry best practices and preconfigured JSM components—to enable rapid deployment and streamlined operations.

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  • Incident Management: Incident management processes was optimized with a structured JSM workflow for consistent issue resolution across departments. SLAs and an impact-urgency-priority matrix improved categorization, routing, and response efficiency, while automated notifications kept stakeholders informed.
  • Service Request Management: JSM implementation also included development of automated workflows of service request types across multiple departments. The implementation included workflows for IT-related requests such as software and hardware provisioning, email access, and account setup. HR processes like employee onboarding and offboarding were streamlined.
  • Self-Service Portal: A JSM based self-service portal was implemented, allowing employees to submit and track requests in real time. The portal was backed by a comprehensive knowledge base, equipping users with self-help resources to resolve common issues independently.
  • Comprehensive Knowledge Management: A centralized knowledge base in Confluence was introduced, providing end-users and service agents with structured access to troubleshooting guides, department procedures, and internal support documentation for seamless collaboration and issue resolution.
  • Asset Management: For asset tracking, JSM Asset management application was configured to manage IT and city-owned resources, including laptops, desktops, software licenses, and department-specific equipment such as vehicles and facility assets. Data relationships between users, groups, locations, and divisions were established to provide comprehensive asset visibility and lifecycle tracking.

Outcomes:

By leveraging Jira Service Management (JSM), ANB Technologies rapidly delivered a modern IT service management solution, enabling the local government entity to:

  • Empower Users with Self-Service & Knowledge Management: Employees could self-resolve issues and track their requests, reducing IT and administrative workload.
  • Reduce Costs: Transitioning to JSM eliminated costly maintenance and licensing fees, lowering overall expenses.
  • Streamline Service Operations & Reduce Resolution Times: Unified JSM incident and request workflows improved service delivery and significantly reduced resolution times.
  • Improve Transparency & Visibility: Departments gained real-time insights into service requests, incidents, and asset tracking.
  • Speed to deliver: By eliminating lengthy platform upgrades and enabling rapid development, the time to market for launching new JSM features was significantly reduced.

Conclusion

By implementing Jira Service Management (JSM), ANB Technologies enabled the local government entity to replace its costly, fragmented, and difficult-to-maintain system with a centralized, scalable solution. The rapidly deployed JSM platform streamlined workflows across departments, reduced operational costs, improved service efficiency, and enhanced visibility—ensuring long-term success.


Join Atlassian, ANB Technologies, and Carahsoft during our webinar on March 18, 2025 to learn more about this use case and implementing Jira Service Management into your agency.


Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

The Top 10 Customer Experience and Engagement Events for Government in 2025

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Customer experience (CX) and engagement is at the forefront of positive innovation in Government, creating efficient and convenient services, accessible access to information and opportunities for communication between agencies and their customers to build a clearer understanding of public needs and how to develop and reform operations. Carahsoft Technology Corp., The Trusted Government IT Solutions Provider®, features a portfolio of industry-leading solutions and providers to support the Government in its efforts to share and report information to its community. Throughout this year, new and returning events will showcase the latest technologies, generate meaningful conversations through networking sessions and provide live product demonstrations to enhance Government CX. We look forward to joining these events with you soon! 


2025 Government Contact Center Summit 

April 30 | Reston, VA | In-Person Event 

Join us for the inaugural Government Contact Center Summit. Dorris Consulting, in collaboration with ACT-IAC, will bring you a day of thoughtful discussions on delivering outstanding digital experiences with best-in-class contact centers. Learn best practices for Government Contact Centers, explore new technologies and solutions and network with leaders from Government and industry. 

As the hosting organization, Carahsoft is excited to partner with DCI and ACT-IAC for the inaugural Government Contact Center Summit at our Carahsoft Conference & Collaboration Center. Join us to hear from and meet Government and industry leaders at the forefront of Government Contact Center innovation. 


Carahsoft AI for Government Summit  

May 15 | Reston, VA | In-Person Event  

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Carahsoft’s AI for Government Summit is the premier event for exploring how AI is revolutionizing the Public Sector. This summit brings together Federal, State and Local Government leaders, industry innovators and technology experts to discuss the transformative potential of AI in addressing the nation’s most pressing challenges. Attendees will gain actionable insight into how Generative AI is transforming Government operations, how AI can streamline public services, cybersecurity and data protection, and how to leverage AI for predictive analytics and decision-making, as well as tackling ethical, privacy and compliance challenges.

Session to Look Out for: Enhancing Customer Experience (CX) in the Public Sector with AI: AI is transforming how Government interacts with citizens. This session will explore how AI-driven chatbots, virtual assistants, and automation improve service delivery and user satisfaction in public-facing Government services.  

Carahsoft is the proud host of the AI for Government Summit. This was a milestone event in 2024 with speakers from NVIDIA, OpenAI, Microsoft, Google, AWS, Dell, HPE and others. Join us at the Carahsoft Conference & Collaboration Center to learn about all things AI within the Public Sector. 


2025 Government Social Media Conference 

May 20-22 | Orlando, FL | Hybrid Event 

GSMCON is the largest social media conference for Government. Hear from 25+ Government speakers participating in more than 20 sessions and breakouts on the latest social media trends, industry secrets and best practices. Attendees will gain real, actionable strategies while fostering connections with Government social media professionals around the globe. 

Sessions to look out for: 

  • Accessible and Inclusive Social Media Strategies for Government Agencies 
  • The Fresh Brand of Bel-Air: Keep Employee Engagement Fresh 

As a Premium Exhibitor at GSMCON in 2025, Carahsoft, along with our partners LinkedIn, Hootsuite and Sprout Social are excited to participate in the premier social media conference for Government agencies for its 10-year anniversary event. Visit our Carahsoft exhibit booth to meet the team and our partners. 


Government Customer Experience & Engagement Summit   

June 3 | Washington, D.C. | Hybrid Event 

The Government Customer Experience & Engagement Summit serves as a crucible for knowledge exchange to build a customer-centric Government. Join Federal and State and Local experts, thought leaders and CX professionals to discuss how emerging technologies are revolutionizing Government CX. Explore best practices for digital transformation, improving employee experience, building trust with constituents and implementing innovative technologies to make Government services, information and processes more efficient. Participants will be able to follow two distinct tracks that cater to diverse interests and objectives: technology and culture. 

Carahsoft is proud to host our 15th annual summit powered by GovExec. Join us, Government leaders and our CX technology and solutions industry experts as they discuss how the future of Government services and CX lies at the intersection of technology, efficiency and establishing a culture of excellence.  


Federal Experience Summit 

August | Washington, D.C. | In-Person Event 

The Qualtrics Federal Experience Summit brings leaders together to engage with each other on the evolving landscape of CX and employee experience (EX). Attendees will gain insight into innovative technologies that foster digital transformation, improve service delivery and build trust with constituents. Participants can choose between CX and EX breakout tracks to tailor their experience to their agency’s needs. 

Carahsoft partner, Qualtrics, is excited to host the Federal Experience Summit once again this year. Join them in Washington, D.C. for discussions on how to listen, understand and act on employee and customer experience feedback. Check out the events tab on our website for more details closer to the event! 


Digital Transformation Summit 2025 

September 17 | Reston, VA | In-Person Event 

The ACT-IAC Digital Transformation Summit provides Government and industry leaders strategies to accelerate the transition from legacy applications to new innovative technologies. Hear leaders share their best practices for building a successful digital transformation approach to meet evolving CX challenges and promote efficiency holistically. Join us for a day of insightful discussions and networking with industry experts, thought leaders and CX professionals. 

Sessions to look out for: 

  • Workforce Management in the Digital Age: AI-Driven Strategies for Recruitment, Retention, and Engagement of Government Employees 
  • Safeguarding Digital Services: Federal Success Stories in Cybersecurity and Data Management 

Carahsoft looks forward to collaborating with ACT-IAC for the 5th Annual Digital Transformation Summit and hosting the event at our Carahsoft Conference & Collaboration Center. Join us to hear from and meet Government and industry leaders driving Government digital transformation. 


Service to the Citizen Awards 

September 19 | Washington, D.C. 

The Service to the Citizen Awards recognizes public servants at all levels of Government (e.g., Federal, State, Local, tribal and international) for their leadership and dedication to delivering services that impact the publics’ lives and rebuild trust in Government. While the event is for the esteemed award winners and sponsors only, nominations are open through April 4, 2025. Are you or do you know someone who goes above and beyond to deliver an exceptional customer experience to citizens? Have a ‘champion of change’ spirit? Supported initiatives that helped the Government provide remarkable services? Submit your nomination today!  

Carahsoft is honored to return as a Platinum sponsor for 2025 and support our partners and customers in their nominations. Join us in honoring exemplary public servants. If you need support with the nomination process, please contact CXmarketing@carahsoft.com. 


Dreamforce 2025 

October 14-16 | San Francisco, CA | Hybrid Event 

Dreamforce is a three-day event featuring the world’s brightest minds in CX to foster discussions about driving innovation and customer success. Discover the latest Salesforce tools and products to help you build engaging digital experiences and meet your constituent’s every expectation. Attend educational breakout sessions, hands-on workshops and network with industry leaders and peers. 

Carahsoft partner, Salesforce, returns with the most impactful event of the year. Carahsoft is looking forward to hosting a Public Sector networking reception at Dreamforce again in 2025. Stay tuned for more details to attend or participate alongside us as a sponsor! Check out the events tab on our website for more details closer to the event! 


Government Service Delivery 2025

October 29-30 | Washington, D.C. | In-Person Event

The Government Service Delivery event program unites U.S. public service leaders to explore how technology is driving innovation and accelerate the delivery of high-quality government services. Attendees will have the opportunity to participate in exclusive roundtables and an open conference over the course of the two days to hear government CX leaders discuss shared challenges to transformation and share insights and intelligence on how they can be overcome to improve public services.

Carahsoft is partaking as a Bronze Sponsor with an exhibit booth and is excited to have the opportunity to connect with our Government’s CX community to learn about their goal and initiatives and how our technology portfolio of solutions can support their goals.


CX Workshop 2025 

December 4 | Virtual Event 

During this transitional time of Government operations, the need to streamline service delivery is imperative. This Nextgov/FCW virtual workshop brings together Government and industry leaders to share lessons and successful customer experience case studies. CX leaders will guide participants on adopting technology to enhance CX and highlight how agencies can best collaborate. 

Carahsoft is returning as an Elite sponsor for 2025. Join us and our partners for conversations on delivering quality digital services and meeting customer expectations. Check out the events tab on our website for more details closer to the event! 


Whether you are looking for latest innovations in improving service delivery and employee experience or to learn more about digitization of services and social media trends, join us at an event this year as we explore all topics within the realm of customer experience and engagement. 


To learn more or get involved in any of the above events please contact us at CXMarketing@Carahsoft.com. For more information on Carahsoft and our industry leading CX technology partners’ events, visit our Customer Experience and Engagement solutions portfolio and CX events page.

Why Now is the Time for Government Agencies to Switch to Jira Service Management

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The demands on government agencies are increasing. Citizens expect faster, more efficient services, and agencies are under pressure to modernize their operations and reduce costs. At the same time, legacy IT service management (ITSM) systems are struggling to keep up with the demands of the digital age.

That’s why now is the time for government agencies to switch to Jira Service Management (JSM). JSM is a modern, flexible, and cost-effective ITSM solution that can help agencies improve their service delivery, increase efficiency, and save money.


The Complete ITSM Solution for Government: Cost-Effective, User-Friendly, and Secure

Here are just a few of the reasons why JSM is the right choice for government agencies:

  • Cost-effective: A Forrester Total Economic Impact™ (TEI) study found that organizations using Jira Service Management realized a 277% ROI over three years, with a payback period of less than six months. The study also found that JSM can help organizations save $2.1 million by retiring their previous service management solution. JSM is more affordable than legacy ITSM solutions like ServiceNow, which can be complex and require expensive add-ons. JSM’s transparent pricing model means you’ll know exactly what you’re paying for, with no hidden fees or gotchas.  
  • Easy to use: JSM is user-friendly and easy to implement, even for non-technical users. Your team can be up and running quickly, without the need for extensive training.  
  • Flexible: JSM can be customized to meet the specific needs of your agency. You can easily create new workflows, add new features, and integrate with other systems.
  • Scalable: JSM can grow with your agency. Whether you’re a small team or a large organization, JSM can handle your needs.  
  • Secure: JSM is a secure platform that meets the stringent requirements of government agencies.


The Complete Solution for Modern Government: JSM’s Feature-Rich Platform

JSM also offers several features that are particularly beneficial for government agencies, such as:

  • Collaboration: JSM’s unified platform allows for seamless collaboration between IT teams and other business units. This can help to improve communication and coordination and speed up service delivery.  
  • Citizen Service Desk: JSM’s Citizen Service Desk provides a user-friendly portal for citizens to submit requests and track their progress. This can help to improve citizen satisfaction and engagement.
  • ITIL Compliance: JSM is fully compliant with the ITIL framework, the industry standard for ITSM best practices. This can help agencies to improve their IT service management processes.


Ensure Mission Success: Secure Your Agency’s Future with JSM

In addition to the benefits listed above, switching to JSM can also help government agencies to:

  • Future-proof their IT infrastructure: JSM is a cloud-based solution that is always up to date. This means you’ll always have access to the latest features and security updates.  
  • Improve their agility: JSM’s flexible and scalable platform can help agencies to adapt to change quickly and easily.
  • Reduce their total cost of ownership: JSM can help agencies save money on IT costs by reducing the need for expensive hardware and software.


The Future of Government Service Delivery is Here: Embrace it with JSM

The time for government agencies to embrace the future of IT service management is now. Legacy systems are no longer sufficient in meeting the evolving needs of citizens and the demands of a rapidly changing technological landscape. Jira Service Management offers a compelling solution to these challenges, providing a modern, flexible, and cost-effective platform for enhanced service delivery.

By switching to JSM, government agencies can unlock a world of possibilities:

Enhanced Citizen Service Delivery: Empower your team to deliver exceptional service faster and more efficiently, improving citizen satisfaction and engagement.

Reduced Costs: Streamline processes, automate tasks, and unlock trapped resources, resulting in significant cost savings.

Improved User Experience: Cultivate a user-friendly service environment that fosters collaboration and satisfaction for both internal teams and citizens.

Future-proof your agency: Ensure your technology can adapt to evolving needs and scale alongside your growth.


Don’t let your agency fall behind. Embrace the future of ITSM with Jira Service Management. Contact Oxalis today to embark on your journey towards a brighter, more agile, and citizen-centric future. Our team of experts will guide you every step of the way, ensuring a smooth transition and unlocking the full potential of JSM for your agency.


Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

The Sunny Side of Cloud Migration

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Support for Server products on Atlassian ended in February of 2024 – that means no bug fixes, updates, or technical support for issues now or in the future.

While this seems like pretty dour news, the upside is that it’s never been easier to migrate your workflows to the cloud. With the cloud, you get enhanced security, flexibility, and scalability – so what is stopping business leaders from making the move?

According to research from Foundry, over the past year, 90% of organizations have faced challenges in their cloud adoption journey. The top obstacle has been budget and cost concerns, affecting 48% of companies.

Despite that – the same report found that 63% of IT decision-makers agree that their organization has accelerated its migration to the cloud over the past 12 months.

Why This is the Year to Consider the Cloud

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Last year, the number of Tempo customers moving to the cloud surged due to Atlassian’s news. Companies were also motivated by improvements in cloud technology that make the longstanding benefits of moving to the cloud even more appealing:

1. Scalability
Cloud infrastructure is flexible, allowing businesses to scale operations up or down based on growth or seasonality. Project managers and product owners can adjust resources around product launches or deprecations – without needing to invest in infrastructure or sell off old hardware.

For Tempo, because we invested in the cloud and gained the security and compliance that came with it – we began seeing a serious uptick in enterprise-level customers and we could handle that spike in demand thanks to our new systems.

2. Cost Effectiveness
A transition to the cloud can lead to significant savings. Companies only pay for what they use: Farewell outdated hardware, goodbye IT staffing issues – hello predictable IT budgets and realistic capital expenses.

3. Collaboration and Streamlining
For enterprises, cloud-based tools allow teams from anywhere to collaborate in real time. With teams working seamlessly, and procurement simplified, they can run an airtight operation, see real-time data more consistently across departments, and enable better decision making.

4. Business Continuity
Cloud-based businesses can back up data and systems to avoid downtime in any given region. Companies that still rely on on-premise systems have a much harder time keeping the lights on and recovering data if a disaster strikes.

5. Quicker Deployment
Cloud services and applications are perfect for quick deployment. You can deliver new products and services, roll out bug fixes, and respond to the market immediately with cloud-based deployment.

6. Automatic Updates
Cloud providers handle software updates to ensure your team has the latest features and security updates. They also take care of server upkeep so systems keep running smoothly.

How Tempo Did It

In 2016, we made the decision to begin transitioning our own tools and our company to the cloud – but moving to cloud isn’t a sprint. It’s a marathon that requires careful preparation, management, and shouldn’t be done recklessly.

We wanted:
● Faster builds compared to pre-cloud (under 15 minutes)
● Faster cycle time (24 hours or or less)
● Better logging, monitoring, and alerting
● A mono repository for our cloud modules
● Using feature flags to have more control over when and how a change is made available to customers

We broke the process down into three parts. Phase one was prepping the pipeline and merging our product repositories and the sub-module repositories into a single mono repository. That meant forking that into two codebases (Cloud and On Premise), and improving those builds. We didn’t set an expectation of feature parity between on-premise and cloud. Instead we focused on solution parity.

Phase two was making development and production logs available to devs, checking nothing was broken, and getting an on-call team to respond to any issues when to do (inevitably) arise).

The final phase was continuous delivery. This is effectively the step that never ends as we always make incremental changes, test our builds, and deploy more often. Because of the benefits of the cloud, that meant going from monthly to weekly to daily releases.

A More Secure Future

When it comes to cloud transformation – it is more than just trying to improve your builds.
In the realm of enterprise software, trust and security are non-negotiable and an effective migration means making major steps to ensure the integrity and confidentiality of your customers’ data.

That means for companies wanting to move to the cloud, you need to consider things like setting up a robust trust center, adhering to GDPR, SOC 2, and ISO 27001 standards, and investing continuously in your security infrastructure to stay ahead of the curve.

We helped almost 1,000 companies with their own cloud migrations because we believed the payoff of cloud was so great – and it only improves as more companies make the move.

Thanks to the investments we made in the cloud, Tempo was awarded Atlassian’s 2023 Partner of the Year for Enterprise Apps. We simply wouldn’t be the same company without becoming cloud-first.

Join our January 21, 2025 webinar, “New Year, New Beginnings: Why 2025 is the Year to Move to Atlassian Cloud.” For more about Tempo, visit www.tempo.io or book a demo.

Carahsoft Technology Corp. is The Trusted Government IT Solutions Provider, supporting Public Sector organizations across Federal, State and Local Government agencies and Education and Healthcare markets. As the Master Government Aggregator for our vendor partners, including Atlassian, we deliver solutions for Geospatial, Cybersecurity, MultiCloud, DevSecOps, Artificial Intelligence, Customer Experience and Engagement, Open Source and more. Working with resellers, systems integrators and consultants, our sales and marketing teams provide industry leading IT products, services and training through hundreds of contract vehicles. Explore the Carahsoft Blog to learn more about the latest trends in Government technology markets and solutions, as well as Carahsoft’s ecosystem of partner thought-leaders.

Embracing eSignatures: How the SSA is Modernizing Document Processing in the Digital Age

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In an era where digital transformation is reshaping both the public and private sectors, the Social Security Administration (SSA) is taking significant strides to modernize how it processes its vast quantities of mail. With millions of Americans relying on the SSA for benefits and services, the agency has long been burdened by a mountain of paperwork. In response to this challenge, the SSA is turning to eSignatures as a key tool in reducing administrative burdens and enhancing efficiency.

The Need for Change: SSA’s Digital Transformation

When considering disability claims, Social Security benefits, or Medicare enrollments, the processes that must be undertaken by the SSA often require signatures for approval. The SSA handles millions of such transactions each year, which are typically paper-based, contributing to a significant administrative burden.[1]

The agency has been working to digitize its services and reduce its reliance on physical mail. The NARA OCRO’s guidance for federal agencies states that converting documents from “digital to paper and back to digital is inefficient, expensive and introduces risks to the authenticity of the records”, and they “encourage agencies to determine if they can move to all-digital workflows that support electronic or digital signatures in place of wet-ink signatures.”[2] The ultimate goal is to deliver faster, more secure services to the American public, cutting down on processing times and improving overall user experience.

How eSignatures Are Transforming SSA’s Operations

The introduction of eSignatures at the SSA marks a pivotal moment in the agency’s journey toward full digital modernization.

Electronic signatures offer:

  • a secure, verifiable method for authenticating documents
  • Much quicker routing/processing of forms and signatures 
  • Programmatic extraction of form data directly into databases

Electronic signatures also help mitigate or eliminate:

  • Manual processing of paper forms
  • Lost/misplaced/overwhelming quantities of paperwork
  • Incorrect/incomplete responses on a form
  • Forgery/tampering with the document after signature

This transformation is not just about improving internal efficiency; it also drastically improves the experience for beneficiaries. With eSignatures, claimants can now sign documents from the comfort of their homes, avoiding the need to mail in paperwork or visit SSA offices in person. This digital convenience is particularly crucial for elderly or disabled individuals who may have difficulty traveling to an SSA office or navigating complex forms.

A Broader Push for Digital Modernization

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The adoption of eSignatures is just one component of a broader push for digital modernization within the SSA. This transformation aligns with the federal government’s broader initiatives, led by the Office of Management and Budget (OMB), to promote a “digital-first” public service experience​.[3]

Despite the clear benefits, the road to digital modernization is not without its challenges. One major obstacle is the need for robust cybersecurity measures and compliance. As more processes move online, the SSA must ensure that the sensitive personal data of millions of Americans is protected from cyber threats. Government agencies specifically are recommended to focus on eSignature solutions with the following features:[4]

  • Desired level of compliance, such as FedRAMP accreditation
  • End-to-end advanced encryption
  • CAC/PIV support.

Furthermore, the integration of eSignatures into the SSA’s workflows also requires the development of user-friendly platforms that can accommodate individuals with varying levels of digital literacy. A core pillar of digital experience is to meet the end user where they are, whether by making documents accessible to all users regardless of disability, or by offering choices to the end user as per their preference, such as the option to eSign from a computer or mobile device. 

If these challenges can be successfully navigated, the potential for cost and time savings is astounding. Forms and signatures often entail lengthy processes spanning multiple people, thus time savings for one individual can cascade to every other individual in the process, meaning a better experience for all parties.

Conclusion: The Future of SSA in a Digital World

The SSA’s move toward eSignatures and digital modernization is a significant step forward in the agency’s efforts to improve service delivery and reduce administrative burdens. By reducing the reliance on physical mail and embracing digital tools, the SSA is not only enhancing its operational efficiency but also making it easier for Americans to access the benefits and services they rely on. As the federal government continues to push for digital-first solutions across all agencies, the SSA’s example highlights the importance of embracing new technologies to meet the needs of a modern, tech-savvy population.

Check out this on-demand webinar for more information on this series and how Adobe can support your organization’s digital transformation initiatives.

Sources:

[1] Miller, J. (2024, September 4). SSA leaning into e-signatures as way to cut mountain of mail. Retrieved from Federal News Network: https://federalnewsnetwork.com/it-modernization/2024/09/ssa-leaning-into-e-signatures-as-way-to-cut-mountain-of-mail/

[2] Archives, U. N. (2024, June 20). Transition to a Fully Digital Government: Digital Signatures. Retrieved from Records Express: https://records-express.blogs.archives.gov/2024/06/20/transition-to-a-fully-digital-government-digital-signatures/

[3] Martorana, C. (2024, April 17). Progress Towards Delivering a Digital-First Public Experience. Retrieved from White House: https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/

[4] Hajarnis, S. (2024, June 27). Choosing an eSignature Solution? Here’s what government agencies should look for. Retrieved from https://www.americancityandcounty.com/2024/06/27/choosing-an-esignature-solution-heres-what-government-agencies-should-look-for/

Transforming Public Sector Efficiency: A Two-Pronged Approach to Modernization

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Throughout the history of government technology adoption, agencies have continually adapted to the ever-changing technological landscape. With the increasing demand for digital governance, the drive to modernize both the workforce and the citizen experiences is more important than ever. This dual focus ensures that agencies can not only improve their internal operations but also foster stronger, more responsive relationships with the public. This means fulfilling their overall missions easier than ever while rising to meet the ever-growing expectations of the people they serve.

Modernizing the Workforce

Government employees are the backbone of public service, working day in and day out to ensure that citizens receive the support they need. As the demands on these employees grow more complex, it’s crucial that we provide them not just with advanced tools, but with a work environment that fosters collaboration and encourages ongoing learning. The shift isn’t just about adopting new technologies; it’s about creating a culture where innovation thrives, and where every team member feels empowered to contribute to the agency’s mission.

With a rising demand for digital services, especially since the COVID-19 pandemic, public sector employees have faced unprecedented challenges. From adopting new technologies to managing complex workflows to rapidly adapting to this surge in service demands, their roles have become more fundamental than ever. This period highlighted the importance of equipping government workers with the skills and tools needed to thrive in a digital-first environment.

To navigate these challenges effectively, agencies must prioritize seamless collaboration and strategic work management. This involves adopting tools that enhance communication, align projects with agency goals, and provide transparency into progress. We’ve seen that by fostering a culture of collaboration and transparency, agencies can ensure that every project contributes to the broader mission, empowering employees to deliver results more efficiently.

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Moreover, modernization also means streamlining outdated processes that have long hindered efficiency. For example, enrollment processes have traditionally been slow and cumbersome, often relying on paper-based systems. By modernizing these workflows through automation and digital tools, agencies can reduce administrative burdens, improve accuracy, and speed up service delivery. This allows government employees to focus on more strategic tasks, ultimately enhancing the overall employee experience. These enrollment processes are not simply internal agency constraints but also form a core element of the drive to modernize the citizen experience as well.

Modernizing Citizen Experiences

In today’s digital world, citizens expect the same level of service from government agencies as they do from their favorite online retailers. This means that government websites and online services need to be intuitive, accessible, and responsive to the needs of every user. By prioritizing user-centered design and using data to inform decisions, agencies can ensure that their digital platforms are not only functional but also welcoming. It’s about making every interaction count, whether it’s a simple information request or a more complex service transaction.

It is often the case that the online presence of a government agency is the first point of contact for residents seeking information or services. However, many government websites still struggle with outdated designs and inconsistent content, which can negatively affect public perception and engagement. This is why creating those meaningful, personalized experiences is an integral part of digital transformation in the public sector. By doing so, agencies can create more cohesive, accessible, and engaging digital services that resonate with citizens. This approach ensures that online interactions are intuitive and aligned with the diverse needs of the public, leading to higher satisfaction and trust in government services.

Furthermore, in an era where information is consumed rapidly across multiple channels, the ability to quickly create, manage, and distribute content is crucial. Delays in content delivery can result in missed opportunities for engagement and a failure to address the immediate needs of citizens. By increasing content velocity—improving internal workflows, streamlining content management, and ensuring that content is tailored to specific audiences—agencies can more effectively communicate with the public, delivering prompt and relevant information that enhances citizen engagement.

Conclusion

The challenges facing government agencies today are significant, but they also present opportunities for innovation and growth. Modernizing the workforce and citizen experiences are two sides of the same coin in the journey toward a more efficient and responsive government. By adopting strategies that streamline work management, modernize enrollment processes, enhance web experiences, and increase content velocity, agencies can better serve their citizens and build a stronger connection between government and the public it serves. This dual approach to modernization is essential for navigating the challenges of the digital age and fulfilling the mission of serving citizens effectively.

View our Adobe webinar series to learn more about creating experience-driven government services. 

The Intersection of CX and Communications in Government Services

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Customer experience (CX) and communications have been intuitively tied together in industry and in our day-to-day lives for a long time, but that has not been the case in government until recently. With the emergence of CX officers, executive orders, and various mandates that require government agencies to enhance their customer service, communication has proven integral in implementing improvements that provide increased accessibility, ease-of-use, and equity in service delivery.

The Customer Journey

Mapping the customer journey involves a range of processes. By examining CX through the lens of communications, government agencies can uncover actionable insights to improve citizen-facing services. For the first time, leadership in horizontal positions — roles that aim to break down silos and foster collaboration across different departments or agencies — can tie the pieces of the customer journey together in a more comprehensive way. To accomplish this, agencies should focus on four main phases of communication:

  1. Awareness
  2. Trust and consideration
  3. Decision and action
  4. Engagement and management

Tangible results emerge that improve CX over time when the customer journey is broken down into these four phases. Citizens must be aware of digital services on agencies’ websites to take advantage of them; and agencies must convey trust to drive citizens to make a decision to enroll in a program. Agencies must then implement steps to continue to engage and nurture people through the customer journey. Utilizing this approach allows government agencies to tie CX and communications together.

The Digital Transformation of CX

One of the biggest challenges facing government is ensuring people are aware of the services available to them, particularly those underserved populations who have not participated in programs in the past. Digital and communications staff must work together to ensure that programs, services, and benefits are utilized and remain funded.   

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It is important that agencies recognize that digital transformation is more than simply replicating forms as a digital service. Pairing digital solutions with the communications layer presents government with a critical opportunity to engage with people through authentic digital transformation. Simply making a form into a PDF and posting it on an agency’s website is not digital transformation.

Moving from a “lift and shift” perspective of replicating the brick-and-mortar experience to adopting a truly integrated experience can be daunting but it is an essential component in building genuine customer engagement and improving CX. Email and SMS have been critical in reaching underserved and at-risk populations, as well as struggling citizens seeking government services.

Frequent engagement is the foundation for trust and consideration in government communications. Navigating government bureaucracy can be challenging, but through more thoughtful digital transformation of services, agencies can reduce the burden on the people trying to use them. Many government benefits have gone unclaimed in the past because individuals were unaware or unable to navigate an agency’s website. Minimizing these barriers through clear, frequent communications can enhance trust and ensure that citizens receive the services they are entitled to.

Transparency builds credibility and trust, and meaningful communication builds transparency. By being proactively transparent during the development of applications for digital services, agencies can ensure that the unseen parts of the customer journey are considered.  

Meeting citizens where they are with simple, seamless, and secure services is another way federal agencies can reduce user burden in CX and help people move toward decision and action. Despite limited resources, agencies can meaningfully impact CX by using existing assets and data to create mobile-friendly programs and increase accessibility across devices.

Measuring Meaningful Improvements in CX

Translating customer awareness and trust into a measurable outcome requires people to be engaged in and understand the steps of the process. Communications and CX directly contribute to achieving mission outcomes when they are effectively tied together. Measuring communications metrics — like subscribers and click and open rates — demonstrates how many people considered the information they received as important enough to engage with. Government agencies can implement more customized and personalized communication strategies when they start measuring engagement.

Managing and interpreting metrics while continuing to connect with users is critical to maintaining the communications cycle and building even deeper connections. Building an audience is not just about increasing numbers: It is just as critical to keep the audience interested and engaged to create a seamless encounter.

Transparent communications — whether email, SMS, or phone calls — help manage expectations and improve overall customer experience. In 2023, the federal government sent 150 million text messages and around 12 billion emails, highlighting the importance of efficient digital communication. Government agencies build trust through consistent and reliable interactions when they invest in CX.

Proactive communication is key to transforming and managing CX over time, rather than treating it as an afterthought or only seeing it as accumulated numbers. Investing in CX improves trust and engagement, ensures clear and effective digital communications, and builds relationships, helping to maximize the return on investment for government agencies.

For more on this discussion, watch Charlotte Lee, the Strategic Lead for CX and Innovation at Granicus, on the Federal News Network webinar, “How agencies are ‘reaching people where they are’ through effective CX communications”.

Enhancing Federal Customer Experience with Digital Transformation

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In the world of digital transformation within Government agencies, the collaboration between industry partners and Federal entities is critical for driving progress in enhancing the Federal digital experience. Recently, the General Services Administration (GSA) and the Office of Management and Budget (OMB) held The Federal Digital Experience Virtual Summit to shed light on the pivotal role that industry plays in supporting Government agencies on their journey towards digital innovation. By emphasizing the need for collaboration, innovation and skill development, these conversations underscored the importance of industry expertise in guiding Government agencies towards effective digital solutions. Key takeaways from the summit are summarized throughout this blog post to provide insights into the evolving landscape of Government digital services. As agencies strive to modernize their digital services and platforms, industry partners, like Carahsoft and our partners, technology vendors, resellers, system integrators, and MSPs, are instrumental in providing the necessary resources, knowledge and solutions to help agencies meet the evolving demands of their users and improve the Customer Experience (CX).

The Importance of Inclusive and Compliant Digital Solutions

A people-first approach is paramount in Government digital services, focusing on the needs of both customers and the Federal workforce. Industry partners engaging with Government agencies must align their technological solutions with this people-centric mindset. Prioritizing user experience (UX) and ensuring that technology serves the needs of all stakeholders is essential for fostering effective digital interactions within the Government ecosystem.

While adopting a mobile-first approach is crucial in today’s digital landscape, accessibility remains a fundamental consideration. Government agencies recognize the importance of catering to individuals who may not have access to mobile devices or prefer alternative communication channels, such as in-person interactions or call centers. Ensuring that digital services are inclusive and accessible to all individuals, regardless of their preferred mode of interaction, is key to promoting equitable access to Government resources and information, as well as providing a means of service outside of digital for those who do not have access.

Federal agencies expect industry partners to demonstrate a deep understanding of the regulatory landscape and Government policies, such as the 21st Century Integrated Digital Experiences Act (IDEA), Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, and specific mandates like M-2322. Industry proposals should reflect a clear alignment with these guidelines and address the unique needs outlined by Government directives. Collaboration between Government agencies and industry partners are linked by a shared commitment to compliance and a mutual understanding of the regulatory framework governing digital initiatives. By proactively incorporating policy requirements into their proposals, industry partners can demonstrate their readiness to support Government agencies in achieving their digital transformation goals.

Enhancing the Federal Digital Experience

Implementing best practices is essential in the realm of Federal digital experience for enhancing user engagement and optimizing service delivery. The following best practices were identified by the speakers that all agencies should be working towards and where the industry should support by supplying guidance and tactical solutions, helping them meet Federal initiatives. One key practice is the importance of the US Web Design System, which promotes a mobile-first approach for Government websites. By prioritizing mobile responsiveness and user-friendly design elements, agencies can ensure that their digital platforms are accessible and intuitive for all users. Leveraging the design system not only fosters consistency across Government websites but also enhances the overall UX, making it easier for individuals to navigate and interact with online Government services.

Another crucial best practice is the enhancement of search functionality for Government websites. By implementing Search Engine Optimization (SEO) methods, agencies can improve search results and make relevant information more easily discoverable for users. Looking ahead, planning for future technologies like artificial intelligence (AI) in content delivery can further enhance the search experience, enabling more personalized and efficient access to Government resources. By staying informed of evolving search technologies and incorporating AI-driven solutions, agencies can streamline information retrieval processes and provide users with tailored and relevant content.

Digitization serves as a foundational element for transformation within Federal agencies. Moving towards digital and self-service options for common tasks not only enhances efficiency but also empowers users to access services conveniently. By focusing on structured data and digital interactions, agencies can transform UX, making interactions more intuitive and seamless. Embracing digitization as a bedrock for innovation enables agencies to modernize their service delivery models, reduce operational burdens and adapt to the evolving digital landscape effectively.

Collaboration and Alignment Across Government and Industry

Establishing a dialogue and fostering partnerships between agencies and industry partners can lead to the co-creation of solutions that address the evolving needs of the digital landscape. By working together, stakeholders can leverage their respective expertise and insights to develop innovative strategies and technologies that improve service delivery and user satisfaction. This collaborative approach not only fosters knowledge sharing and best practice exchange but also promotes a culture of continuous improvement and innovation within the Government ecosystem. As a call to action, stakeholders are encouraged to join forces and collaborate towards a shared goal of creating a better digital experience for customers and Government employees alike. Stakeholders can collectively drive positive change and shape the future of digital interactions within the Government sector by aligning efforts and working together. Leveraging the federal digital experience guidance provides a clear path forward, offering a roadmap for stakeholders to navigate the complexities of digital transformation and align their initiatives with Government priorities and policies. By adhering to the guidance and embracing a collaborative mindset, Government agencies and industry partners can collectively advance the digital experience landscape, ensuring that services are accessible, user-centric and future-ready.

As agencies like GSA and OMB advocate for a mobile-first strategy, organizations can explore Carahsoft’s portfolio of website modernization and mobile enhancement solutions to align with these initiatives. Carahsoft also features leading solutions from our vendor partners in the digitization of services, such as fortifying public outreach, electronic signatures and accessibility technology, aiding in the modernization journey for agencies to make services simpler and more accessible for users. Customer services are improved through understanding the voice of the customer with analytics and human-centered design. Public outreach is imperative for transparency, gathering and implementing feedback and ultimately building trust between constituents and Government. CX plays a pivotal role in shaping how constituents perceive and interact with civic services, fostering trust and transparency in Government operations.

Carahsoft’s Customer Experience and Engagement portfolio offers a range of industry-leading solutions that enable agencies to analyze and disseminate information securely, improve service efficiency, build trust with constituents and bolster agency reputability. By embracing trusted software solutions from our technology providers, agencies can advance their digital Government services to meet the evolving needs of the public and deliver exceptional experiences that drive positive outcomes for all stakeholders. Carahsoft’s expertise in digitization also extends to social media integration, call center optimization and the implementation of adaptive technology, aligning with diverse needs of Government agencies and their constituents.

GSA and OMB are calling for a people-first approach and Carahsoft has the CX solutions to help your organization meet this initiative. Check out Carahsoft’s portfolio of solutions providers who can support your needs in website modernization and mobile enhancement, digitization of services, customer services, public outreach, social media, electronic signatures, call center, accessibility technology and other CX solutions.