A Day in the Life of a Higher Education Administrator: Keeping Sanity with Atlassian’s Solutions

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“The early bird catches the worm,” they say. In higher education administration, the early bird catches a hundred emails, two urgent meeting requests, and a desperate plea from a professor who needs a last-minute resource for their lecture. Welcome to my world.

It’s 7:00 AM, and I’m already two cups of coffee deep, facing the never-ending tasks that define higher education administration. On the docket today: oversee the rollout of a new enrollment policy, respond to at least a dozen student inquiries, coordinate with the campus facilities team about the HVAC issue in the science building, and somehow find time to prepare for the budget review meeting scheduled for 4:00 PM. Oh, and there’s the ongoing university-wide initiative on enhancing digital literacy. Just another ordinary day in the life of higher ed.

But here’s the question: How can we manage all of this without burning out? The real challenge is keeping the daily operational chaos under control while staying focused on the bigger goal: providing an exceptional experience for students, faculty, and staff. That’s where solutions designed for higher education administration make all the difference.

Taming Task Overload with Structured Workflows

One of the most common pain points I face is the sheer volume of tasks, projects, and requests flying my way. From managing campus events to responding to student service requests, the workload can feel unmanageable without a structured system. The solution is simple: centralizing task management and creating transparent workflows that make it easier to stay on top of every project.

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Today, I’ve set up a project for the new enrollment policy. Tasks are assigned to various departments: administration, student affairs, and IT. In the comments section of one task, I see a suggestion from a department head about potential concerns from faculty members. I quickly tag the dean of the faculty and leave a note: “Let’s discuss this in the 10:00 AM meeting.” With Atlassian’s Jira, I can coordinate with everyone efficiently, ensuring that all communications and updates are within the platform. This level of transparency helps everyone stay informed, preventing issues from falling through the cracks.

Jira’s project management features allow me to manage complex workflows, track dependencies, and ensure that everything is aligned across departments. It’s more than just task management –  -it’s a vital tool for higher ed, enabling real-time coordination of the intricate web of administrative tasks.

Managing the Flood of Campus IT Requests

In higher education, the volume of IT requests from students, faculty, and staff can be overwhelming. From system access issues to facility-related technical problems, the demand for quick and efficient IT support is ever-growing. Without a centralized system, it becomes challenging to ensure that all these requests are tracked, prioritized, and resolved in a timely manner.

Next, I switch to Jira Service Management, where all incoming IT requests from students, faculty, and staff are tracked. In a higher education technology landscape where IT services are increasingly critical, having a centralized ITSM system like Jira Service Management allows for quick and efficient resolution of issues.

A ticket from Dr. Thompson, the chemistry professor, indicates that there’s an HVAC issue in the lab. I route this to the facilities management team and assign it a high-priority status. Another ticket involves a student unable to access the online learning platform. With Jira Service Management, I can immediately assign these issues to the appropriate team for resolution. The ability to monitor and track these requests in real-time ensures that nothing falls through the cracks.

Universities often face a never-ending flow of IT service requests, and having a robust system like Jira Service Management is essential for maintaining smooth operations. Whether it’s resolving campus-wide tech issues or individual faculty needs, this ITSM tool ensures everything is logged, tracked, and resolved efficiently.

Breaking Down Silos with Centralized Knowledge Management

In higher education, managing information across various departments can become disjointed, with each team relying on separate systems for storing and accessing important documents. This fragmentation leads to inefficiencies and confusion when it comes to collaboration and decision-making. The need for a unified platform that supports knowledge sharing and cross-departmental collaboration is critical.

Once I’ve handled the immediate fires, I move over to Confluence, Atlassian’s collaboration platform. Confluence acts as a digital encyclopedia, where we store all our policies, procedures, and administrative documents. For a higher education institution, having a unified platform for knowledge management is invaluable. Confluence supports collaboration across departments and ensures that everyone is on the same page.

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Preparing for the afternoon budget meeting, I pull up last year’s budget reports stored in Confluence. I make some quick notes and tag the finance director for their input. Later, I access the page dedicated to our university’s digital literacy initiative, which is a critical part of our ongoing education technology strategy. Here, we have all the necessary documents, timelines, and feedback from faculty neatly organized. Everything I need for tomorrow’s meeting with the IT and academic leadership is at my fingertips.

Confluence enhances productivity by enabling cross-functional teams—be it administrative, academic, or IT—to collaborate seamlessly. For universities looking to scale their digital operations, knowledge management through Confluence is key.

Atlassian to the Rescue: Tackling Higher Ed Chaos One Tool at a Time

The tools I mentioned above—Jira, Jira Service Management, and Confluence—aren’t just general business solutions; I’ve found them to be perfectly suited to the unique challenges we face in higher education. Atlassian provides scalable solutions that adapt to the demands of universities like mine, from managing academic workflows to improving campus facilities management and streamlining student services.

In higher ed technology, the stakes are high, and trust me, the needs are more complex than people might think. Juggling enrollment management, improving IT support for both students and faculty, and coordinating large campus-wide initiatives can be overwhelming without the right tools. That’s why I rely on Atlassian’s suite to keep everything in check. It ensures that all tasks, communications, and resources stay aligned, no matter how chaotic things might seem. Having these tools on hand makes a world of difference in my day-to-day work, and I can confidently say my colleagues feel the same way. Whether it’s a quick request or a major project, we’ve got the systems in place to manage it all, and that gives me a sense of control over the chaos.

For example, learning management systems (LMS) are essential for modern universities. Integrating Atlassian tools with existing LMS platforms enhances the management of online courses, streamlines academic resource sharing, and simplifies the process of handling IT and administrative requests. By connecting Confluence to an LMS, universities can create an integrated environment where both faculty and students can easily access course materials, policies, and updates.

Making Student Services Run Smoothly

In a university setting, one of the most critical aspects of education management is making sure student services run like a well-oiled machine. Whether it’s managing enrollment, handling student requests, or keeping communication between departments smooth, I’ve seen firsthand how Atlassian’s tools transform the way we get things done. It’s no small task, but with these tools, it feels manageable.

Take enrollment management, for example. Every semester, I’m tasked with ensuring hundreds, sometimes thousands, of students are enrolled in the right courses, their records are updated, and they get the support they need. Without the right system in place, this process would drive me up the wall. But with Jira Service Management, handling all these requests becomes second nature. I can log tickets for every enrollment issue, manage course changes, and automatically keep students in the loop with notifications. The best part? I don’t have to waste time manually sending updates or getting lost in email threads. It’s a huge relief for me and my colleagues, as we can focus on helping students rather than getting buried in administrative tasks.

And it doesn’t stop at enrollment. Universities are complex beasts with countless services to manage. Atlassian tools help us streamline other key areas like financial aid management, counseling, and academic advising. I’ve used Confluence to build a shared knowledge base that anyone on the student services team can access. This way, students can find answers to their questions without having to wait on me or anyone else to reply to their emails. Instead of me spending hours fielding the same questions over and over again, students can jump into Confluence and find everything they need. Honestly, it’s a game-changer for everyone involved and makes me feel like I’m really helping students in a more efficient way.

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Then there’s the challenge of managing campus events. I’ve been part of organizing major events like orientation week, and let me tell you, without the right tools, it’s an absolute nightmare. Coordinating across multiple teams—administration, student services, IT, facilities, and even security—can feel like herding cats. But with Jira’s project management capabilities, I’m able to keep track of every task, assign responsibilities, and set deadlines. When I know every department is clear on what they need to do, I can finally relax a little. From ensuring the auditorium is ready for the keynote speaker to making sure security is in place for the event, Jira keeps everything on track. Project management in higher education can be overwhelming, but with Jira, it’s like having a personal assistant who makes sure nothing gets missed.

At the end of the day, Atlassian’s suite of tools does more than just make my job easier. It makes our entire process more transparent. I love that I can track everything in real-time, and my colleagues can, too. It saves us all time, reduces stress, and keeps us focused on what really matters—helping students succeed. When student services are efficient and transparent, it makes life easier for everyone, from administrators to students. Instead of chasing down loose ends, I’m able to focus on supporting students and making their experience better.

How Atlassian is Shaking Things Up in Higher Ed’s Digital Transformation

As I’ve seen firsthand, higher education is fully diving into digital education technology, and tools like Jira and Confluence are helping institutions, including mine, keep up with the growing demand for online learning, cloud-based management, and remote collaboration. Project management in higher education is evolving quickly, and I can confidently say that Atlassian is right there in the driver’s seat, helping universities like ours navigate this transformation. It’s like having a GPS for campus-wide chaos!

With more universities, including mine, transitioning to cloud-based learning platforms and digital-first approaches, Atlassian tools have become essential for managing the shift. These tools have streamlined our administrative workflows, helped us manage complex projects across departments, and improved communication. Personally, I’ve found that by using Atlassian, I can focus on ensuring students succeed and that academic excellence stays on track. It’s made my job way easier (and a lot less stressful), and I know my colleagues feel the same way as we continue to adapt to this digital transformation.

Wrapping Up—But Never Really Done

By 5:00 PM, I’m ready to call it a day—or at least pretend I’m done. The new enrollment policy is on track, the IT issues are being resolved, and the budget meeting went smoothly thanks to Confluence. Tomorrow’s another day of managing the complex, fast-paced world of higher education, but with Atlassian’s suite of tools at my side, I know I can handle whatever comes my way.

For universities, the challenge of managing diverse departments, large student populations, and ever-growing administrative tasks is daunting. But with Atlassian’s technology solutions for higher education, managing this chaos becomes much more manageable, enabling administrators to focus on their real goal—delivering high-quality education.

Schedule a demonstration with one of our Atlassian experts today to learn more about Atlassian’s technology solutions for higher education.

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 Role of Identity Governance in the Implementation of DoD Instruction 8520.04

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On September 3, 2024, The Department of Defense (DoD) released Instruction 8520.04, titled “Access Management for DoD Information Systems,” that serves as a foundational policy guiding the secure and efficient management of access to DoD information systems. The instruction mandates protocols for managing access across various environments, including military networks and systems used by both person entities (PEs) and non-person entities (NPEs) such as devices, applications, and automated processes. At the core of this policy is the principle of identity governance, which is essential for ensuring that access to sensitive systems and data is granted, monitored, and revoked based on verified identity attributes and defined security policies.

In the dynamic cybersecurity landscape, the concept of identity governance refers to the frameworks and processes that manage the lifecycle of digital identities. This includes the creation, management, and deletion of user accounts as well as the provisioning and de-provisioning of access rights based on a combination of user attributes, roles, and organizational policies. Identity governance is critical for compliance with the DoD’s Zero Trust Architecture, as outlined in the DoD Zero Trust Strategy. It emphasizes least privilege, continuous verification, and dynamic access control, all of which are key components of DoD Instruction 8520.04​.

The policy serves as maturation of the departments ICAM initiatives over the past few years and highlights some key concepts that need to be adopted across the departments ecosystem. Here are some key examples of how identity governance aligns with and strengthens this policy:

1. Access Control and Provisioning

One of the primary elements of identity governance is the effective provisioning and de-provisioning of access. This aligns with Section 4 of DoD Instruction 8520.04, which mandates that access to systems be carefully controlled through explicit or dynamic mechanisms. Explicit access involves manually provisioning access rights to specific users, which must be meticulously documented and approved by system or resource owners. On the other hand, dynamic access relies on real-time attribute verification to grant or deny access based on the most current information available, such as the user’s role, location, or security clearance​.

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Identity governance solutions play a crucial role in these processes by automating provisioning and de-provisioning based on predefined policies. When a user’s role changes or they leave the organization, governance systems automatically adjust access rights, ensuring compliance with de-provisioning requirements. This automatic adjustment helps prevent orphaned accounts—user accounts that are no longer needed or authorized—which can pose serious security risks if left unmanaged.

2. Authoritative Attribute Services

DoD Instruction 8520.04 emphasizes the importance of authoritative attribute services (AAS) in maintaining the accuracy, integrity, and security of identity attributes used in dynamic access decisions. Identity governance frameworks are designed to integrate with these authoritative services, ensuring that identity attributes such as security clearance levels, employment status, and role-based entitlements are accurate and up-to-date. This enables the DoD to enforce dynamic access control based on real-time identity data​.

For example, a DoD system that relies on dynamic access might check a user’s current security clearance, job function, or location in real time before granting access to a sensitive file or system, or assign a critical role. These checks are enabled by robust identity governance systems that pull data from authoritative attribute services and apply organizational policies to ensure that access is only granted to those who are fully authorized and meet the predefined criteria.

3. Least Privilege and Separation of Duties (SoD)

The concept of least privilege—granting users the minimum level of access necessary to perform their duties—is another foundational principle of both identity governance and DoD Instruction 8520.04. In Section 4.2 of the instruction, system and IT resource owners are required to document and implement explicit access policies that adhere to least privilege standards. Furthermore, systems must implement SoD controls to prevent a single user from having conflicting roles, such as both creating and approving financial transactions​.

Identity governance frameworks are uniquely equipped to manage SoD by automating the assignment of roles and enforcing policies that prevent users from being granted conflicting privileges. Governance solutions continuously monitor user access and provide alerts if SoD violations occur. By integrating these capabilities with the DoD’s access management protocols, identity governance helps ensure that users cannot escalate their privileges or circumvent access controls, thereby reducing the risk of insider threats and security breaches.

4. Continuous Auditing and Compliance

Continuous auditing and monitoring of user access is a critical requirement under DoD Instruction 8520.04, particularly for privileged users. Identity governance solutions enable DoD components to implement robust audit trails that track every access request, change in privileges, and system interaction. This is particularly important for IT privileged users—those with elevated access to critical systems and sensitive data—who require enhanced monitoring to detect and respond to suspicious activity​.

Through the use of identity governance tools, DoD organizations can enforce periodic access reviews, as mandated by the instruction, to ensure that users only have the access they need and that privileged access is justified and properly documented. These reviews are automated and documented within governance systems, reducing the manual workload on administrators and enhancing the overall security posture by ensuring compliance with regulatory requirements.

5. Integration with Zero Trust Architecture

The DoD Zero Trust Strategy emphasizes the need for continuous verification of users and devices as they request access to systems and data, rather than assuming trust based on their presence inside the network perimeter. Identity governance systems are integral to the implementation of Zero Trust principles within the DoD, as they enable real-time verification of identity attributes and ensure that access is granted only after all conditions are met​.

For instance, an identity governance system might check not only a user’s identity but also their security status, the network they are using, and the time of the access request before enabling access to sensitive data. This multi-layered approach to access control ensures that even if one security measure is compromised, others are in place to protect critical resources.

In Conclusion

Identity governance is a foundational element of the DoD’s efforts to secure access to information systems under DoD Instruction 8520.04. By providing a structured approach to managing digital identities, provisioning access, enforcing least privilege and separation of duties, and maintaining continuous auditing and compliance, identity governance systems enable the DoD to meet the stringent security requirements laid out in the instruction. Furthermore, identity governance is a critical enabler of the DoD’s shift toward a Zero Trust Architecture, ensuring that access to sensitive systems is dynamically controlled based on real-time identity attributes and organizational policies.

As cyber threats continue to evolve, the integration of identity governance with access management protocols like those found in DoD Instruction 8520.04 will be crucial in maintaining the security and integrity of the DoD’s information systems and the data they protect.

For a details of how SailPoint Identity Security supports the departments current ICAM and Zero Trust initiatives, and specifically how the capabilities of the platform align with the requirements of the policy, please download the report here.

Unveiling the Power of Atlassian Government Cloud

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In today’s rapidly evolving digital landscape, government agencies face unique challenges in maintaining security, efficiency, and collaboration while adhering to stringent regulations. Atlassian Government Cloud is designed to meet these distinct requirements, as it is currently “in process” to become FedRAMP Moderate authorized on the FedRAMP Marketplace. This secure and compliant platform ensures government agencies can operate confidently while benefiting from a feature-rich environment tailored specifically for the public sector. With Atlassian Government Cloud, agencies can streamline operations and achieve new levels of success.

A Platform Built for Government Needs

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Atlassian Government Cloud offers a comprehensive suite of tools tailored to government agencies’ unique needs. The platform will initially include Jira, Confluence, and Jira Service Management (JSM). These tools empower government teams to efficiently manage projects, track tasks, handle service requests, and collaborate on documentation within a secure cloud environment. This capability is crucial for agencies that require robust project management and seamless collaboration to achieve their objectives.

Empowering Collaboration and Innovation

Atlassian Government Cloud is not just about compliance; it’s about unlocking new levels of collaboration and innovation for government agencies. By moving to the cloud, agencies can leverage advanced capabilities, including automation and analytics, to improve productivity and make data-driven decisions. In fact, over 80% of surveyed customers who migrated to Atlassian Cloud have realized benefits from cloud-only features within just six months. This demonstrates the platform’s potential to transform government operations by enhancing efficiency and fostering a culture of continuous improvement.

Looking Ahead

Atlassian Government Cloud represents a transformative solution for government agencies seeking to modernize their operations in a secure and compliant environment. With the U.S. General Services Administration (GSA) as its sponsor, Atlassian is on the path to obtaining FedRAMP Moderate Authority to Operate (ATO), positioning itself to help government teams fully leverage the power of the cloud. And Atlassian is doubling down on our commitment to public sector customers as we’re also working to achieve FedRAMP High and U.S. Department of Defense (DoD) Impact Level 5 (IL5) compliance. These efforts further demonstrate Atlassian’s commitment to cloud security and meeting the stringent requirements of federal agencies.

In the meantime, as we approach FedRAMP Moderate ATO, we invite you to sign up for updates to learn about our upcoming FedRAMP solutions and how Atlassian is working to enhance our offerings to meet your evolving needs and safeguard mission-critical data.

Speak to an Atlassian representative today and gain access to Atlassian Government resources and information.

Creating a Unified eLearning Environment to Deliver a Comprehensive Educational Experience

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What to Consider When Building a Unified eLearning Environment

The core components of a unified eLearning Environment are content creation, delivery of the information, and tracking the effectiveness of the training. Adobe provides a cohesive platform for organizations to succeed in all three phases of this process. The advantage of having these tools under one umbrella is that they work seamlessly together, so the focus can be on the training and not the technology behind it. In this post, we will look at what tools can be leveraged to create dynamic engaging content, how you can deliver that content in new and immersive ways, and where you can track and manage the effectiveness of the training in an easily digestible manner.

Creating Content that Drives Interactivity

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The key to an exceptional eLearning experience is getting the learners to the keyboard and the screen. Interactivity helps mitigate multitasking and keeps the learner focused on the information being delivered. Developing your courses in Adobe Captivate allows you to add interactive elements like quizzes and branching scenarios where learners can make choices that affect the path of the lesson, providing a more personal training tool. Taking this development one step further, the virtual reality (VR) capability can create an immersive learning environment with a plethora of VR interactions that course designers can implement. Finally, adding responsive design to the courses ensures they look amazing. The content will adapt to various screen sizes, so the experience is optimal whether the learner is on a laptop, tablet, or phone. For more hands-on training, the software simulation element allows for creating tutorial-type content that learners can then emulate in a virtual mock-up environment to learn the skills demonstrated. Once the content is built it can be published directly to Adobe Learning Manager (ALM), Adobe’s LMS, for delivery and tracking. Driving interactivity captures the learners’ attention and thus leads to better information retention.

Next-Generation Virtual Classrooms Leveraging AI and Apps

Whether artificial intelligence (AI) is good or bad can be debated, but there is no doubt that it is here, and it will only get faster, more accurate, and grow in its capabilities. Adobe Connect has an app called “Chat Plus” that allows you to access AI in the chat during virtual classes. This allows hosts and presenters to instantly access information that may take several clicks to find in a search engine. Generative AI algorithms can help create new ways to spice up the virtual content through AI tools such as text (ChatGPT, Gemini, Sonnet), images (Adobe Firefly, Midjourney, DALL-E), and audio (Suno, Donna, AIVA). Text can be used to generate session outlines, quiz questions, polls, and slide structures. Images are great for virtual room backgrounds, slide deck visuals, and whiteboard exercises. Audio can be used as lobby background music, quiz music, or translated recordings. By combining these AI features with applications from the Adobe Connect App Store, you create a fully immersive learning experience that goes way beyond screen sharing and whiteboarding. Mixing up media types when delivering virtual classroom training keeps the learner engaged and entertained.

Managing the Blended Learning Classroom

As organizations work on balancing in-office vs. remote workers, the blended learning experience for training is becoming the norm. Blended learning can present numerous challenges, like tracking attendance, utilizing breakout rooms, or taking quizzes. However, it can also provide opportunities, like having content that is always available via recordings, addressing learners who learn better synchronously vs. asynchronously or vice-versa, and cost-effectively training a globally dispersed audience. When you combine the power of Adobe Connect (Virtual Classrooms) and Adobe Learning Manager (Adobe’s LMS), there is now a single hub for all synchronous AND asynchronous learning. Seamless data exchange between the products allows for more accurate reporting to better measure the training’s effectiveness. A unified user experience for instructors and learners means that managing, scheduling, and accessing the blended learning courses can all be done in a straightforward easy-to-use platform.

The Love/Hate Relationship with a Learning Management System (LMS)

The complexity involved with setting up an LMS and managing it can be overwhelming. Adobe Learning Manager was designed specifically for enterprise delivery of courses in an easy-to-manage platform, with Admins and Learners in mind. The idea was to simplify the process with personalized learning paths, comprehensive learning tools, social learning, gamification, mobile accessibility, and certification/badging. Each learner has a dashboard to track their progress and see recommended courses. A calendar with automated emails and system notifications to help learners manage their schedules, and a home page with announcements to provide an easy way to share information. Gamification and social learning elements can be enabled to foster an engaging eLearning ecosystem, and connection to other eLearning tools allows it to serve as a one-stop shop for all learner training. With ALM, automated smart workflows for learning plans, content reusability, and detailed reporting help take the complexity out of managing an organization’s training program.

Additionally, if you or anyone you know would like to dive deeper into Adobe’s digital learning applications and how they can be applied to create exceptional hybrid learning experiences, watch the on-demand recordings from our 8-part webinar series, Advancing Unified Learning Environments, to learn from Adobe’s digital learning experts who will guide you through building an all-in-one learning environment, designing captivating training content, managing content and learners, and amplifying your message through engaging live virtual instruction and social learning experiences.

Access our on-demand recordings and presentation resources.

Tungsten Automation Power PDF: Exploring an Ideal Business Application for Modern FED/SLED Workplaces

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In the current digital landscape, federal and state, local, or educational (FED/SLED) institutions need reliable, efficient, and cost-effective tools to manage their document workflows. Power PDF by Tungsten Automation, previously known under the brand Kofax, emerges as a robust alternative, offering features and savings that cater specifically to the needs of these sectors. Let’s delve into why Power PDF stands out as an ideal solution for modern FED/SLED workplaces.

Addressing Common Procurement Concerns

1. Proven Excellence and Reliability

Public institutions often prioritize tools with a proven track record. Power PDF has evolved over 20 years, continually refining its capabilities based on user feedback. This long history of development ensures that Power PDF is not just a mature product but one that has consistently met high standards of performance and reliability.

2. User-Friendly Interface

One of the significant barriers to adopting new software in government settings is the ease of use. Power PDF’s ribbon-style interface, similar to Microsoft Office 365, minimizes the learning curve. This familiar layout means employees can quickly adapt, enhancing productivity and satisfaction without extensive training.

3. Compatibility and Integration

Interoperability is crucial for FED/SLED institutions, which often use a variety of software tools. Power PDF’s full compatibility with the latest ISO PDF standards ensures that it seamlessly integrates with PDFs generated by other applications. This feature helps avoid the compatibility issues that can disrupt workflow efficiency.

Financial and Security Benefits

4. Cost-Effective Licensing Options

Budget constraints are a common challenge in the public sector. Power PDF offers flexible licensing options, including both term and perpetual licenses. This flexibility allows institutions to choose a model that fits their financial planning, providing similar or even superior functionality at a fraction of the cost of the market leader.

5. Enhanced Security and Compliance

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Security remains a top priority, especially for government and educational institutions. Power PDF meets stringent security standards and can be installed offline, eliminating the need for a continuous connection to external servers. This feature is particularly advantageous for maintaining a secure and compliant operating environment, free from the risks associated with free PDF tools that often lack robust security measures.

Productivity and Real-World Success

6. Boosting Productivity and Satisfaction

Efficiency is critical in public sector operations. Power PDF’s intuitive interface and powerful features streamline the creation, conversion, and editing of PDF documents. This efficiency saves valuable time, allowing employees to focus on more critical tasks. The customizable features further enhance user satisfaction, leading to a more motivated and productive workforce.

7. Real-World Success Stories and Awards

When looking for evidence of success in similar organizations, there are plenty of use cases from the US and around the world. The Florida Department of Transportation, for example, has adopted Power PDF as its standard PDF editing tool, citing its cost-effectiveness, flexible licensing, excellent support, and fully on-premise capabilities. Additionally, Power PDF has earned three Top-Rated Awards from TrustRadius in 2024 for PDF editing, document management, and optical character recognition, highlighting its excellence and user satisfaction.

Conclusion: A Smart Investment for the Future

For FED/SLED institutions seeking to streamline their document workflows while ensuring security and cost-effectiveness, Power PDF stands out as an ideal solution. Its proven reliability, user-friendly interface, compatibility, flexible licensing, and enhanced security make it a valuable tool for any modern workplace. Tungsten Automation’s commitment to continuous improvement ensures that Power PDF will remain relevant and effective in meeting the evolving needs of public sector organizations.

Take the Next Step

Explore how Power PDF can transform your organization’s document management processes. Schedule a meeting with our team to learn more, get a trial, or receive full project support. Join the many public sector organizations that have already made the switch to Power PDF and are reaping the benefits today!

Schedule a meeting and receive more insights into how Power PDF can benefit your institution.

Democratizing AI: How Pre-trained Models Plus RAG Can Empower State and Local Agencies

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Smaller state agencies need out-of-the-box options that solve immediate needs without a lot of funding or skilled machine learning expertise. Combining RAG with pre-trained LLMs and the agency’s own data accelerates development of AI capabilities and speeds time to value.

In my role at HPE over the last two years, I’ve had meetings with government agencies, defense departments, and research institutions around the world about AI. We’ve discussed everything from how to identify the right use cases for AI, to ethical concerns to getting a handle on the wild, wild west of AI projects across their organizations.

Some of these larger public sector organizations and government agencies have received funding from sources like the U.S. National Science Foundation, U.S. Defense Advanced Research Projects Agency (DARPA), the European Commission’s EuroHPC Joint Undertaking (EuroHPC JU), or the European Defense Fund, which has allowed them to develop AI centers of excellence and build end-to-end AI solutions. They have far-reaching goals — goals such as building the first large language model (LLM) for their native language, becoming the first sovereign, stable, secure AI service provider in their region, building the world’s most sustainable AI supercomputer, or becoming the world leader for trustworthy and responsible AI.

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But it takes a lot of resources to train an AI model. The infrastructure needed to train a foundational model may include thousands of GPU-accelerated nodes in high performance clusters. Data scientists and machine learning (ML) engineers are also needed to source and prepare datasets, execute training, and manage deployment.

That’s why many agencies are looking for out-of-the-box options that bring rapid capabilities for solving immediate challenges. Many of these are state and local agencies and higher education institutions. They don’t have the same level of requirements, funding, or expertise to build their own LLMs.

So does that mean the door to powerful AI models is closed on smaller state and local agencies?

No — not if you can gain an understanding of the available pre-trained models that can generate value with AI immediately. There is so much that can be accomplished without ever training a model yourself.

Inference is AI in Action

What exactly is inference? It’s the use of a previously trained AI model such as an LLM to make predictions or decisions based on new, previously unseen data.

Sound complicated? It’s just a fancy way of saying that you’re using an existing model to generate outputs.

In contrast with model training, which involves learning from a dataset to create the model, inference is using that model in a real-world application. Inferencing with pre-trained models reduces both funding requirements as well as the amount of expertise needed to deploy and monitor these models in production.

The pre-trained model market has been steadily growing, as have the number of cloud, SaaS, and open source inference options available. Open AI’s GPT-4o, Anthropic’s Claude, Google’s Gemini, and Mistral AI are among the most popular LLMs used for text and image generation. They’re just some of the thousands of models available through libraries like NVIDIA NGC and HuggingFace.

And just last month in Las Vegas, HPE also made an important announcement of their new NVIDIA AI Computing by HPE portfolio of co-developed solutions. These solutions include HPE’s Machine Learning Inference Software (MLIS), which makes it easy to deploy pre-trained models anywhere including inside your firewall.

Pre-trained Models with Your Data

The advantages of running a pre-trained model with the right platform seem pretty clear — you get the capabilities without the costs of training. However, it’s important to note that a pre-trained LLM excels in general language understanding and generation but is trained on some data other than your own. This is great for use cases where broad knowledge is sufficient and the ability to generate coherent, contextually appropriate text are essential.

So what do you do if you need to generate more specific and up-to-date outputs? There is another machine learning (ML) technique called retrieval augmented generation (RAG) which combines the pre-trained LLM with an additional data source (such as your own knowledge base). RAG combines LLM capabilities with a real-time search or retrieval of relevant documents from your source. The resulting system works like an LLM that’s been trained on your data, but with even more accuracy. RAG is particularly useful for tasks requiring specific domain knowledge or recent data.

Improving Outcomes for State Agencies

Getting started with AI models begins with understanding which problem you want to solve and whether it is most efficiently and effectively solved with AI. Here are some ways different kinds of organizations can leverage pre-trained LLMs:

Law enforcement agencies can use pre-trained models for incident reporting and documentation, to analyze crime data for predictive policing, or to analyze audio and video transcription for evidence management. They can improve community engagement through sentiment analysis and reduce administrative burdens through automated report generation.

Conversational AI can also make many types of citizen services more efficient and user-friendly — from permit applications to public query engines for local government agencies. And LLMs can automate document processing, reducing manual tasks for government workers and improving speed and accessibility of services to citizens.

LLMs can enhance the education experience for students and reduce the burden on teachers. AI-powered virtual assistants can provide tutoring and study support to students outside of school hours and assist researchers in conducting literature reviews by summarizing academic papers or extracting information.

As you consider leveraging pre-trained LLMs, think about the unique problems your agency or institution faces and how this approach could quickly solve those challenges without the need for extensive expertise or the burden and cost of training a model from scratch.

Final Thoughts

As the world and society evolves, the relationship between citizens and their governments, students and their teachers, will evolve too. In fact, they already are. Taking advantage of pre-trained models to solve long-standing automation issues or cumbersome documentation processes can give your organization the catalyst it needs to modernize to meet these new dynamics.

AI is being democratized by a growing number of pre-trained LLMs that are available off the shelf. And you don’t need to have complex data science skills to leverage them, just the right tools.

The door to AI is open for state and local agencies, regardless of size or sophistication. A part of my job is to understand the challenges and goals of public sector organizations of all sizes when it comes to AI.

To learn more about HPE Private Cloud AI, visit the Private Cloud AI solutions overview page and contact the HPE team for questions and comments.

This post originally appeared on HPE.com and is re-published with permission.

Top Upcoming 5G Events for Government to Attend

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Secure Public Sector networks with 5G wireless technology delivers high-speed wireless connectivity, faster data rates and lower latency for systems and communities across the nation. This next-generation mobile network enables the expansion of virtual reality (VR) and the Internet of Things (IoT) solutions. While many successful use cases have recently emerged showcasing the power of 5G in Government, Carahsoft partners are supporting agencies by providing powerful cellular networks and maintaining reliable mobile connections to achieve mission success without compromising security within workflows. 

Explore more ways to leverage Carahsoft and our partners through our various upcoming Government events. Learn about acceleration of real-time delivery from devices, increased adoption of AI and multiaccess edge computing technologies (MEC) and other innovations from leading 5G technology service providers. 

5G Summit 

August 22 | Reston, VA 

5G networks have become more common over the past few years. One study found that 5G’s worldwide share of mobile data traffic in 2021 was about 10% – but expected to grow to 60% by 2027. Government agencies are more selective when it comes to adopting 5G for their networks, partially due to higher costs associated with deploying such networks as well as unique requirements very large organizations such as the Department of Defense pose. Join thought leaders from Government and industry as they outline developments in 5G network rollouts at agencies and the ways 5G can be harnessed to open new opportunities to meet agencies’ various missions. 

Sessions to look out for: 

  • 5G is at the Heart of CJADC2 
  • 5G’s Role in Modernization 
  • The Future of 5G Technology in Government 

Carahsoft is hosting this year’s 5G Summit alongside FedInsider, Cradlepoint, Nokia, Intel, T-Mobile, and Dell Technologies providing the latest management news from inside the Government. 

T-Mobile Tech Experience: 5G Hub 

August 27 | Bellevue, WA 

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Inaugurated in 2016, the Tech Experience has set out to create innovative and engaging experiences to inspire the industry to turn concepts into tangible, transformative solutions. The T-Mobile 5G Hub offers opportunities to meet with engineers, immerse in technology demonstrations and gain other valuable resources. At the event, hear directly from project partners about the successful projects crafted within the 5G Hub, explore video testimonials showcasing T-Mobile’s facilities, technology, expertise and partnerships, and get ready to participate in ample networking sessions. 

Carahsoft partners AWS, Dell Technologies, Nokia, Ericsson, Microsoft, Google Cloud and Qualcomm will be featured at the 2024 T-Mobile Tech Experience. 

ATARC Federal Mobility Summit 

September 19 | Reston, VA 

ATARC, the Advanced Technology Academic Research Center, and Carahsoft invite attendees to a day full of networking, innovation and collaboration within the world of federal mobility. At the Federal Mobility Summit, industry experts and leaders in Government will explore the latest trends and updates in mobile technology such as security, Zero Trust, acquisition, best practices and emerging solutions. Connect with peers and gain valuable insights into the future of mobility in the federal sector.  

Sessions to look out for: 

  • Securing Mobile Technologies: Identity, Zero Trust, and Threats 
  • Navigating Mobile Acquisitions: Strategies and Best Practices 
  • Next-Generation Networks: 5G, 6G, and Their Impact 
  • Mission Enablement: Tools and Technologies for Success 

Carahsoft is proud to host the Federal Mobility Summit at our office in Reston, Virginia and holds an ATARC membership, immersing further into the Federal IT community. 

Open RAN GLOBAL FORUM 

September 24 | Virtual 

Open RAN, or Open Radio Access Network, is an evolving shift of industry standards and mobile architecture so that service providers can use equipment from multiple vendors while ensuring interoperability. The Open RAN Global Forum brings industry experts and Government together to delve into the latest updates for Open RAN including the role Open RAN will play in 6G, focusing on energy-efficient, AI-driven and customizable technology. Featuring interviews, live discussions and demos, attendees will learn more about adoption challenges and progress surrounding tier-one telecom operators’ roadmaps. Other key themes featured at this year’s event include examining the growth of AI and automation in RIC, exploring Open RAN economics and capitalization opportunities, testing and reducing energy consumption and more. 

Carahsoft partners and mobile carries Verizon and T-Mobile will be featured at Open RAN GLOBAL FORUM. 

Mobile World Congress 

October 8-10 | Las Vegas, Nevada 

Prepare for the new era of hyperconnected business and smart cities or procure technology that can be deployed right now to make legacy systems and existing processes faster, easier and more resilient with industrial-grade 5G. At Mobile World Congress, explore technology themes like enterprise transformation, AI networks and 5G EdgeCloud with 5G leaders, architects and systems integrators, as well as CIOs from successful 5G enterprises, and discover how this technology can solve today’s biggest industry challenges.  

Carahsoft partners Verizon, Qualcomm and Microsoft will be featured at this year’s MWC. 

5G Round Table Webinar Series 

October 3 & November 14 | Virtual 

This fall, join us for two 5G Round Table sessions featuring real-world insights from Intel and T-Mobile. Hear from thought leaders from Government and industry outlining developments in 5G network rollouts at agencies and the ways 5G can be harnessed to open new opportunities to meet agencies’ unique missions. 

Carahsoft will be hosting this event alongside FedInsider. CPE credits will be provided for qualified participants. 

AutoCon 2 

November 18-22 | Denver, CO 

Full adoption of network automation is a continuous challenge for the mobility community that innovators at AUTOCON 2 hope to discover a solution for. The first, single, in-person event was a foundational moment for collaborators to advance the state of automated network operations. Now, the founders of the event are working to grow AutoCon into a recurring series of practitioner-focused events. This fall’s event will feature informational conference sessions, workshops and networking opportunities. 

Carahsoft partners Nokia and Arista will be featured at AUTOCON 2. 

Carahsoft’s 5G Podcast Series 

Multiple Events | Virtual 

Carahsoft’s podcast series dives into the world of 5G technology solutions, featuring expert insights from industry leaders. Explore sessions on the strategic advantages and key technologies for 5G, relevant applications of 5G for Federal, State and Local Governments and specific agency use cases such as the transformative success stories, learning curves and future objectives of 5G for the Department of Defense. Don’t miss out on this opportunity to impact the power and possibilities of 5G technology.  

To learn more or get involved in any of the above events please contact us at 5G@carahsoft.com. For more information on Carahsoft and our industry leading Cybersecurity technology partners’ events, visit our 5G Solutions Portfolio and 5G Events page.  

The Top Upcoming Education IT Events on the Horizon

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From K-12 to Higher Education, our nation’s schools have great opportunities to leverage technology to improve the student, teacher and administrator experience. This year, innovative solutions built on AI, machine learning and the cloud are ready to improve learning inside the classroom and protect schools from external challenges, including potential cybersecurity threats.  

Indeed, there is so much happening in the world of EdTech it is very important to keep up with the latest advancements. That is why we are happy to present a list of the top education IT events you need to check out in 2024. These events cover the gamut of technology innovation in the education sector and feature industry-leading experts, peer-led learning sessions and information sharing and ideation. 

EDUCAUSE Annual Conference  

October 21-24, San Antonio, TX | November 13-14, Online 

The EDUCAUSE Annual Conference is where professionals and technology providers from all over the world convene to network and find solutions that will improve higher education. As always, this year’s conference promises to be the year’s largest gathering of education technology leaders. 

In 2023, Carahsoft had 25 partners demoing their solutions over the two exhibiting days at our booth. In 2024, we have obtained the largest pavilion space to display our leading higher education solutions. This year, we will be joined by Joe Toste and his TechTables podcast to discuss the hottest trends and setbacks customers are facing and how Carahsoft and our partners can help. 

NJSBA’s Workshop 2024 

October 21-24 | Atlantic City, NJ 

The New Jersey School Boards Association’s annual workshop brings together a senior-level audience of school leaders, education professionals and influencers for quality professional development, important legal, legislative, policy and funding updates and new products and services.  

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Carahsoft is a proud sponsor of this celebration of public education, but our work with NJSBA goes far beyond the workshop. The NJSBA has partnered with Carahsoft and our reseller ecosystem to help school districts and member charter schools throughout New Jersey better manage and reduce cybersecurity risk. The partnership provides access to a broad range of cybersecurity-related software, hardware, implementation services and training at discounted pricing. Solutions are also available to K-12 academic institutions and School Board Associations nationwide through the contract’s cooperative purchasing clauses. 

Carahsoft’s Fourth Annual EdTech Talk Series 

November 6-8 | Carahsoft Office, Reston VA – Virtual option via Zoom 

Carahsoft’s EdTech Talks summit is designed to educate academic IT decision makers and end users around the performance, security, cost-saving and modernization benefits of today’s leading EdTech solutions. We will host a three-day series featuring “Classroom Panels,” keynote “Assembly Sessions” and “Before the Bell” breakouts on topics ranging from school safety to student experience. We will also discuss ways to leverage AI and machine learning. Presentation recordings and slide decks from all three days will be available on-demand.  

Stay tuned for a detailed agenda for this year’s event, which will be posted soon. In the meantime, check out some of our sessions from the 2023 EdTech Talk Series.  

SC24 

November 17-22 | Atlanta, GA 

The annual Supercomputing 24 conference—SC24—draws more than 13,000 attendees from across the high-performance computing community. The conference features unique technical presentations, workshops, tutorials and “Birds of a Feather” sessions featuring open discussions about topics of interest to the HPC community. SC24 also features a large exhibit floor showcasing the latest innovations from the world’s leading manufacturers, research organizations and universities.  

Carahsoft is excited to host a pavilion at this year’s conference. We are even more excited to be hosting some of our top AI and EdTech vendors, who will showcase the innovative work they are doing to power academic research in 2024 and beyond. 

CITE Annual Conference 

November 19-21 | San Diego, CA 

Attendees of the California IT in Education Annual Conference include CTOs and directors of technology, network managers and engineers, database administrators, support and technicians. Teachers, administrators and district and county superintendents will also join their technology colleagues to share ideas and information and find out the latest tools to help improve teaching, learning and administration.  

Carahsoft will be a proud sponsor of the event and have a booth at this year’s conference. 

Internet2 Tech Exchange 

December 9-13 | Boston, MA 

Internet2 Tech Exchange brings together a community of technical visionaries—including chief technologists, scientists, engineers, architects, operators and students—to debate, discuss and converse. It is a great forum for global technology leaders to align and move forward together. Although not specifically education-focused, the event covers topics that are relevant to the EdTech sector, including networking, the cloud, cybersecurity and more.  

Carahsoft will be a proud sponsor of this year’s Tech Exchange. 


In additional to the above events, these are some of the other pivotal education events that took place in 2024, including:  

CoSN is the premier membership organization designed to meet the needs of K-12 education technology leaders. Representing over 13 million students in school districts/systems nationwide, CoSN continues to grow as a powerful and influential voice in K-12 education and provides opportunities for companies that support the K-12 EdTech community to participate as corporate members. Carahsoft holds an annual membership with CoSN and has been a proud sponsor for the last several years. Carahsoft plans to continue collaboration at CoSN March 31-April 2, 2025, in Seattle, WA. 

Internet2 Community Exchange convened the worldwide research and education community for in-depth strategic discussions on emerging developments in networking, cloud computing, information security and more. Carahsoft and our reseller partners work with Internet2 to support their member community through the NET+ program and Cloud Scorecard program, which provides a portfolio of reliable cloud and trust solutions to help higher education and research institutions solve shared technology challenges. Carahsoft will be back in Anaheim, CA for the Internet2 Community Exchange April 28-May 1, 2025. 

The National Association of Educational Procurement Annual Conference featured more than 600 procurement officials from universities, colleges and K-12 institutions. Carahsoft annually sponsors NAEP’s national EPIC conference, which showed great success with over 600 procurement officials from Universities, Colleges and K-12 institutions nationwide attending. Carahsoft has also supported the NAEP national and regional shows for the past three years, continuing to invest in the brand as we expand our footprint in the education space. Carahsoft will have presence at NAEP’s conference May 4-7, 2025, in New Orleans, LA. 

Carahsoft proudly sponsored The Merit Member Conference, which highlighted “bridging the gap”, addressing obvious (and not-so-obvious) pitfalls, opportunities to grow, and optimization of oft-neglected issues across three essential tracks—Network, Security and Community. Next year, Carahsoft will attend the conference May 13-14. 

EDUCAUSE Cybersecurity and Privacy Professionals Conference is the premier forum for connecting with higher education information security and privacy professionals. Carahsoft was a display table sponsor, joined by our partners onsite to display our solutions for higher education cybersecurity needs. This event gave participants a chance to network and discuss information security and privacy trends and current issues with peers and solution providers. Carahsoft plans to attend EDUCAUSE next year, May 19-21, in Baltimore, MD. 

The International Society for Technology in Education is a nonprofit organization that works with the global education community to accelerate the use of technology to solve tough problems and inspire innovation. ISTE’s worldwide network believes in the potential technology holds to transform teaching and learning. ISTELive is one of the world’s most comprehensive EdTech events, attended by a global contingent of education leaders, teachers, coaches, librarians, media specialists and more. Carahsoft was a proud sponsor of and exhibitor at this year’s conference, and plans to attend again June 29-July 2, 2025, in San Antonio, TX. 


Needless to say, it has been a big year for events—and an even bigger year for technology in education. From AI to the cloud, from cybersecurity to networking, there are more options than ever before for educational institutions interested in using technology to improve learning. We are excited to be a part of it, and we look forward to seeing you as we go out into the EdTech community this year. Join Carahsoft at these upcoming events and explore the role technology will play in education, this year and beyond. We look forward to seeing you! 

To learn more or get involved in any of the above events please contact us at EDUmarketing@carahsoft.com. For more information on Carahsoft and our industry leading Education technology partners’ events, visit our EdTech solutions portfolio. 

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”.