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

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. 


Adobe Government Forum 2025 

May 14 | Washington, D.C. | In-Person Event 

The Adobe Government Forum gathers top leaders across Federal, State and Local organizations to share their digital transformation stories. Join us in Washington, D.C. to learn more about cutting-edge technology that accelerates service delivery and elevates CX. Discover how to take an experience-driven approach to Government services and network with leaders who are paving the way for Government customer experience. 

Carahsoft is an annual sponsor of the Adobe Government Forum and will continue to support for the 16th year running of this great event. Join us and our partner Adobe for discussions on creating digital experiences that put people first. Curious about what to expect? Check out on-demand sessions from the 2024 Forum. 


Carahsoft AI for Government Summit  

May 15 | Reston, VA | In-Person Event  

Carahsoft Top 10 CX Events Carahsoft Blog Embedded Image 2025

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! 


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

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

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

Atlassian Tempo Cloud Migration Blog Embedded Image 2024

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

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

Carahsoft Adobe eSignatures Modernizing Document Processing Blog Embedded Image 2024

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

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.

Adobe Transforming Public Sector Efficiency Modernization Blog Embedded Image 2024

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

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.   

Granicus HISP Customer Experience Series Blog Embedded Image 2024

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

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.

Seamlessly Enhance Accessibility in CX Through Communication

To provide comprehensive, seamless and fulfilling customer experience (CX), agencies must listen to customer feedback. Part of the Federal Government’s current CX initiatives, inspired by the President’s Management Agenda Executive Order Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government and 21st Century Integrated Digital Experience Act (IDEA), focuses on improving the digital experience of Government customers. Agencies with public-facing services that were designated as High-Impact Service Providers (HISPs) follow the Office of Management and Budget (OMB)’s guidance to move services online. By highlighting customer feedback and utilizing technology to improve service delivery, agencies can make strides to improve their CX.

Where To Start

Improving CX should be faced with a rigorous, multi-channeled approach. For many agencies, the renewal of their services will take 2-3 years, if not longer. Strategies for reshaping CX will vary among agencies, as certain stages in their journey will be specific to their needs. However, on a broad organizational level, there are a few main steps agencies can take. Initial goals manifest as process mapping. This critical step can help agencies understand what Federal programs are asking of them, and what they need to do to improve their agency. Next, agencies should establish a robust feedback process. To improve customer service, agencies must gather information through surveys to understand the wants and needs of the constituents they serve. Specific milestones along this process can include encouraging agency employees to work with customers directly or acclimating them to new services or applications. Some agencies will work primarily online. After recording what resources, portals and technical assistances exist, as well as what improvements need to be made, agencies should begin refining their CX strategies. Across all Federal agencies, design should be seamless and accessible.

Technology and CX, Hand In Hand

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When improving CX, agencies should integrate technology into their feedback process. Technologies such as clear and readable dashboards, analytics campaigns and automation can enable employees to read and acknowledge all feedback received. Once employees analyze feedback, they will be empowered to implement necessary changes vital to both employee and customer happiness. Empowerment can come in the form of setting up IT teams with employees at all levels of the company, granting and delegating capabilities to experts. Driving improvements in CX can look like implementing customer-facing services. With call centers, chat bots, community centers and more, agencies must consider how their services are being utilized and whether they are optimized. The strategy behind the service is just as important as the service offered.

Oftentimes, customers are not compelled to respond to paper or virtual surveys. Sending employees out into the field to and provide a face-to-face, personable interaction and garner real-time reactions can help gather a response from a larger sample. With the usage of analytics programs, agencies can track how many outreach efforts it takes to get responses to online initiatives, as well as the time spent on those responses.

Equity and Accessibility

The equity and accessibility of their customers are imperative for agencies considering enhancing their CX capabilities. Public-facing services reach millions of customers, and therefore, need to be accessible to a variety of different people. For example, even some smaller states feature citizens with more than 95 different languages. To communicate with everyone, agencies can provide language services. When crafting statements, reaching people of different education levels must be accounted for as well. Websites, pitches or pamphlets that explain service access should be clear and concise. Regardless of socioeconomic status or location, every customer deserves access to Government resources. While many aspects of Government services have moved online, not everyone has access to stable internet or a device. Therefore, agencies should consider physical centers or kiosks at community centers. Additionally, experiences should be consistent across these diverse backgrounds. All customer service should be thoughtful and considerate. Agencies need to understand their respective compliance and accessibility standards. Offering audio provisions on websites and closed captions on videos can help reach a wider audience as well.

Adobe works from the omni-channel experience to set a higher standard for the digital experience in Government. By working directly with clients, Adobe can help stakeholders and vendors to champion their customer service.

To learn more about how Adobe is setting a higher standard for CX in Federal Government, watch their interview with Federal News Network on implementing feedback to improve customer service.

The Secret Behind High Performing Teams in Public Sector

Using Atlassian, small agile teams across the DoD and Federal Government are breaking down bureaucracy and putting knowledge into the hands of users. Atlassian’s Jira Service Management and Confluence are two powerful tools from Atlassian’s suite. They synergize to enhance both task management and knowledge continuity within any organization. Read on to learn how they function together, boosting efficiency and providing an accessible platform for both rapid action and deep learning.

Jira Service Management: The Empowerment Hub

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Jira Service Management (JSM) is a dynamic, intuitive tool for service management, perfect for teams that need to respond quickly to requests or incidents. It acts as the front line for all queries and issues, where users can submit tickets for technical problems, service requests, or operational needs. The system’s user-friendly design ensures that even non-technical users can easily navigate its interface to find help or request services. This accessibility empowers all users by simplifying the engagement process with essential services, making it quicker and more intuitive to get the help they need or initiate processes.

Confluence: The Knowledge Base

Confluence complements JSM by serving as a comprehensive repository for organizational knowledge. It’s where all documentation – ranging from service manuals, troubleshooting guides, project reports, to meeting notes – is stored and managed. The platform is robust and versatile, supporting rich text content, multimedia, and dynamic content. It also features powerful search tools and a hierarchical structure that helps users easily find and access the information they need.

Better Together

When JSM and Confluence are used together, they create a cohesive environment that supports both immediate problem-solving and long-term knowledge management:

  • Integrated Service and Knowledge Delivery: As users report issues or request services through JSM, they can be directly linked to relevant Confluence pages where guides, troubleshooting steps, or policy documents are stored. This speeds up resolution times by empowering users to help themselves and ensures they are guided by the most current and comprehensive information.
  • Feedback Loop for Continuous Improvement: Insights and data from JSM can be used to update and refine the knowledge articles in Confluence. Common issues identified in JSM can be addressed in how-to guides or FAQs in Confluence, creating a feedback loop that continually enriches the organizational knowledge base.
  • Organizational Learning and Memory: Confluence ensures that solutions and information aren’t just shared in the moment but are stored for future reference. This helps build an “organizational memory,” crucial for training new staff and learning from past incidents.
  • Enhanced Collaboration: Both tools enhance teamwork by keeping everyone on the same page. While JSM facilitates the management of tasks and tracking of progress on projects or issues, Confluence ensures that all team members have access to the same background information, guidelines, and resources.

Together, Jira Service Management and Confluence not only streamline workflows but also ensure that knowledge is preserved and leveraged effectively, creating a more informed, responsive, and efficient organization.

Access the case study and learn more about how Atlassian and Contegix can support your organization’s learning management efforts and discover your team’s digital potential.

Protecting DNS Infrastructure from Resource Exhaustion Attacks

The Domain Name System (DNS) functions as the phonebook of the internet. It serves to translate IP addresses into readable domain names, enabling end users to access web applications and application programming interfaces (APIs) through fast and reliable internet connections. DNS infrastructure was designed as the building block of the internet, not as a security control point, resulting in DNS servers being viewed as an easy target vulnerable to attack. Protecting DNS servers is critical since a threat to an organization’s servers also has the capacity to impact enterprise operations, profitability and trust with end users.

Threats to DNS Infrastructure

In the evolving landscape of DNS infrastructure, threats pose serious risks to the speed, availability and operation to enterprises’ DNS services. Among these threats are DNS floods, which overwhelm servers with a barrage of requests for resources, effectively rendering them unavailable to legitimate queries. The 2023 Akamai Attack Superhighway State of the Internet report underscores the increasing concern surrounding DNS denial of service attacks across various industry sectors, a trend that is expected to continue to escalate in the future. With DNS infrastructure handling up to seven trillion DNS requests a day, multistage attacks have become the primary mode of attack for the modern threat actor. Through collaborative efforts, attackers have found increasing success by working together and combining different tools during a single attack.

Resource Exhaustion Attacks

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Resource exhaustion presents in both people and technology. Exhaustion in people is often the result of staffing challenges, lean crews managing multiple aspects of the network while simultaneously defending against attacks. If one aspect of the network falls under attack, it takes away from their ability to manage and oversee other areas. On the technological side, resource exhaustion attacks seek to overload one piece of the network—a DNS server, a hardware tool, a next-generation firewall—to the point where it can no longer function because it was not designed to handle a heavy amount of traffic. This style of attack can last anywhere from a few minutes to a continuous attack that lasts for days.

Distributed Denial of Service (DDoS), a type of resource exhaustion attack, simulates thousands of computers attempting to access the same resource simultaneously until it can no longer function. The website under attack becomes unavailable due to the sudden onslaught of false traffic that it is unable to manage. DNS is a common target for these DDoS style attacks because the critical services of websites and applications are reliant on the process of domain names translating to IP addresses being uninterrupted. Mitigating this form of malicious traffic presents a challenge, as these servers typically only have access to the IP address of the resolver. Consequently, any attempt to limit traffic based on this address usually results in false positives.

Securing DNS Infrastructure

By implementing a reverse proxy solution that protects on-prem and hybrid DNS infrastructure, organizations can defend existing DNS hardware tools from globally distributed attacks like resource exhaustion and DDoS. Organizations can ensure access to online services and applications remain available by re-routing traffic through an advanced DNS proxy server and filtering out malicious traffic during attacks in real time. An intelligent reverse proxy solution that deploys through an authoritative DNS change made in a domain controller and does not require replacing any existing tools helps organizations identify legitimate traffic from attack traffic. A solution with proactive security policies eliminates time spent on configuring individual settings or having to change them over time. Organizations that use hardware DNS receive the advantage of continued availability and enhanced security of existing investments and solutions that are critical to their network without having to make any major network adjustments. Through real-time monitoring of DNS infrastructure health and performance, organizations can increase the reliability of routing, security and availability of their existing DNS hardware solutions.

With the increase in remote work in the wake of the COVID-19 pandemic, it has become harder to detect and prevent resource exhaustion attacks. DNS resolution for website and application performance is critical, organizations must invest in adequate DNS infrastructure rather than relying on two or three servers to connect with end users. Adoption of a proactive approach that can identify and mitigate vulnerabilities at each stage of the data journey is pivotal to ensuring that DNS infrastructure is secure amid the evolving threat landscape.

Learn more about how to protect your enterprise from resource exhaustion attacks with Akamai Shield NS53, a bidirectional reverse proxy service.