Enabling Responsible AI in Palantir Foundry

Editor’s Notes: The following is a collaboration between authors from Palantir’s Product Development and Privacy & Civil Liberties (PCL) teams. It outlines how our latest model management capabilities incorporate the principles of responsible artificial intelligence so that Palantir Foundry users can effectively solve their most challenging problems.

At Palantir, we’re proud to build mission-critical software for Artificial Intelligence (AI) and Machine Learning (ML). Foundry — our operating system for the modern organization — provides the infrastructure for users to develop, evaluate, deploy, and maintain AI/ML models to achieve their desired organizational outcomes.

From stabilizing consumer goods supply chains, to optimizing airplane manufacturing processes, and monitoring public health outbreaks across the globe, Foundry’s interoperable and extensible architecture has enabled data science teams worldwide to readily collaborate with their business and operational teams, enabling all stakeholders to create data-driven impact.

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As we discussed in a previous data science blog post, using AI/ML for these important use cases demands software that spans the entire model lifecycle. Foundry’s first-class security and data quality tools enable users to develop AI/ML models, and by establishing a trustworthy data foundation, our software offers the connectivity and dynamic feedback loops that these teams need in order to sustain the effective use of models in practice.

Further to this, developing capabilities that facilitate the responsible use of artificial intelligence is an indispensable part of building industry-leading AI/ML capabilities. Here, we’ll share more about what responsible AI means at Palantir, and how Foundry’s latest model management and ModelOps capabilities enable organizations to address their most challenging problems.

Responsible AI at Palantir

At its core, our AI/ML product strategy centers around developing software that enables responsible AI use in both collaborative and operational settings. We believe that the term has many dimensions and includes considerations around AI safety, reliability, explainability, and governance. We’ve publicly advocated for a focused, problem-driven approach as well as the importance of robust data governance to AI/ML in multiple forums.

We believe that the tenets of responsible AI are not just limited to model development and use but have considerations throughout the entire model lifecycle. For example, developing reliable AI/ML solutions requires tools for the management and curation of high-quality data. These considerations extend beyond model deployment alone and include how end-users interact with their AI outputs and how they can use feedback loops for iteration, monitoring, and long-term maintenance.

Incorporating responsible AI principles in our software is also a core part of our commitment to privacy and civil liberties. Building this kind of software means recognizing that AI is not the solution to every problem and that a model for one problem will not always be a solution to others. A model’s intended use should be clearly and transparently scoped to specific business or operational problems.

Moreover, the challenges of using AI for mission-critical problems span a variety of domains and require expertise from a diverse breadth of disciplines. Building AI solutions should therefore be an interdisciplinary process where engineers, domain-experts, data scientists, compliance teams, and other relevant stakeholders work together to ensure the solution represents the specialized demands and requirements of the intended field of application. The values of responsible AI shape how we build our software, and in turn, they enable our customers to use AI/ML solutions in Foundry for their most critical problems.

Model Management in Foundry

Building on the platform’s robust security and data governance tools, Foundry’s model management capabilities are designed to encourage users to incorporate responsible AI principles throughout a model’s lifecycle. We have recently released product capabilities that improve the testing and evaluation ecosystem through no-code and low-code interfaces. We encourage you to read more about these here.

Problem-first modeling

In Foundry, orienting around the “operational problem” that models are trying to solve is at the heart of this new model management infrastructure. Foundry offers many tools for a data-first and exploratory approach to model experimentation, but for mission-critical use-cases, AI/ML applications need to be scoped to a specific problem. We have deliberately built modeling objectives to focus model development, evaluation, and deployment around well-defined problems.

The Modeling Objectives application enables users to define a problem, develop candidate models as solutions to these challenges, perform large-scale testing and evaluation, deploy models in many modalities to both staging and production applications, and then monitor them to enable faster iteration.

Specifying the modeling problem from the outset enables collaborators to better understand — and test for — the application and context for which the models are intended. This also provides greater insight into inadvertent reuse or repurposing of models. Modeling objectives provide a flexible yet structured framework that presents an opportunity to streamline model development and deployment by collecting key datasets, identifying stakeholders, and creating a testing and evaluation plan before their development begins.

These objectives also transparently communicate state about a particular AI/ML solution — from model development to testing, to deployment and further post-deployment actions like monitoring and upgrades. This enables users to be more intentional, responsible, and effective in how they use AI to address their organization’s operational challenges.

Deep integrations for security and governance

Data protection, governance, and security are core components of Palantir Foundry and are especially important for AI/ML. AI solutions must be traceable, auditable, and governable in order to be used effectively and responsibly. To facilitate this, Foundry’s model management infrastructure integrates deeply with the platform’s robust capabilities for versioning, branching, lineage, and access control.

Users can submit a model version to an objective and propose that model as a candidate solution for the problem defined in that objective. When submitting a model, users are encouraged to fill out metadata about the submission which becomes part of its permanent record. Project stakeholders and collaborators can use this to better understand the details of each submission and create a system of record that catalogs all future models for a particular modeling problem. With Data Lineage, they can also quickly see the provenance of every model that is submitted to an objective, revealing not only the models themselves, but also their training and testing data and what sources those datasets originally came from.

Foundry’s model management infrastructure natively integrates with the platform’s security primitives for access controls. This enables multiple model developers, evaluators, and other stakeholders to work together on the same modeling problem, while maintaining strict security and governance controls.

Robust testing and evaluation capabilities

Testing and evaluation (T&E) is one of the most critical steps in any model’s lifecycle. During T&E, subject matter experts, data scientists, and other business stakeholders determine whether a model is both effective and efficient for any given modeling problem. For example, models may need to be evaluated quantitatively and qualitatively, assessed for bias and fairness concerns, and checked against organizational requirements before they can be deployed to applications in production environments. That’s why we have released a new suite of capabilities to facilitate more effective and thorough T& in Foundry.

Foundry now offers evaluation libraries for common AI/ML problems as a part of the Modeling Objectives application. The availability and native integration of these libraries within Foundry’s model management infrastructure enable users to quickly produce well-known, quantitative metrics in a point-and-click fashion for common modeling problems, all without having to dive into any technical implementation.

We’ve also included a framework for users to write their own custom evaluation libraries. Libraries authored in this framework benefit from the same UI-driven workflow and integration with modeling objectives. This extends the power of the integrated evaluation framework to more advanced modeling problems or context-specific use cases.

Building on the evaluation library integrations, we’ve also added the ability to easily evaluate models across subsets of data. This lets users quickly and exhaustively compute metrics to identify areas of model weakness that might otherwise go undetected if only computing aggregate metrics. Evaluating models on subsets can more easily surface bias or fairness concerns that affect only a portion of the model’s expected data distribution. Users can also configure their T&E workflows to run automatically on all candidate models proposed for a problem in order to build a T&E procedure that is both systematic and consistent.

We also recognize that not all T&E procedures are quantitative. Therefore, checks in modeling objectives help keep track of certain pre-release tasks that might need to get done as part of the T&E process before a model can be released.

Looking ahead

Modeling objectives and the T&E suite are just some of the latest capabilities to encourage responsible AI in Foundry, and we continue to invest in new capabilities for effective model management. From the tools that facilitate robust model evaluation across domains, to mechanisms for seamless model release and rollback in production settings, our model management offering will always focus on empowering our customers to use their AI/ML solutions effectively, easily, and responsibly for their organization’s most challenging problems.

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

Download our Resource, “Palantir Named a Leader in AI/ML Platforms” to learn more about how Palantir Technologies can support your organization.

Safely Modernize Legacy Systems with Palantir Foundry Container Engine (FCE)

Missile warnings. Airplane flight statuses. Satellite observation alerts. Much of the U.S. Government’s most critical digital infrastructure is dependent on software built during the Cold War, written in archaic languages (e.g., Fortran, COBOL, ADA), and/or installed exclusively on mainframe computers. While the infrastructure is old and may struggle to keep up with the needs of today, the core logic often works well. Yet re-writing decades of work and millions of lines of code to try to modernize just isn’t feasible.

Introducing Foundry Container Engine (FCE): FCE runs containerized legacy code in Foundry, enabling government agencies to leverage what’s working and safely leave behind what isn’t. For an analogy, consider AWS Lambda, which revolutionized how engineers run code by abstracting away the hardware infrastructure required — no more worrying about servers and clusters. In a similar fashion, FCE is revolutionizing how engineers integrate and orchestrate legacy investments in their modern software architectures. FCE streamlines your modernization journey, allowing you to incrementally rebuild millions of lines of legacy code while continuously delivering new value to the organization.

The Challenge: Operationalizing legacy code is hard

Code that is decades old is not inherently bad. On the contrary, it’s been battle-tested over decades and written by people with deep expertise in highly specialized fields. Yet aligning old software to the changing operational realities of today is both daunting and necessary. It’s often untenable work to re-write and scale up the satellite model that was built to detect 100 satellites in the 1980s and now needs to detect 30,000 satellites in 2023.

Our customers who rely on legacy code and infrastructure frequently face the following challenges:

  • Modernizing is disruptive: Too often, the only options presented for modernization are highly disruptive — data lakes, code base overhauls, and multi-year roadmaps. These run the risk of taking critical systems offline without ever accomplishing the necessary operational outcomes.
  • Unscalable: There is a long lead time for up-sizing environments to meet computation requirements, and scaling replicas of instances of products is often impossible. Forget about doing this in real-time to meet today’s critical deadlines.
  • Siloed logic: Sophisticated legacy models are much more valuable when integrated with other data sources. In our satellite example, this might include observation data, surveillance networks, sensors, and more. Adding new data feeds, data processes, outputs, and interfaces is unfeasible or too slow to be valuable.
  • Closed ecosystem: The data pipelines associated with legacy code are often a black box. There is no way for other platform and development teams to securely collaborate, effectively limiting upside by restricting the number of people able to interact with the code and provide novel analyses.
  • Divorced from operational decisions: Legacy models produce compelling insights, but the outputs are not actionable. There is no easy way to automatically create an intuitive visualization or useful alerting logic. A collision model might show satellites are about to collide, but users cannot action this information to re-orient where those satellites are flying.

Solution: Use FCE to lift and shift logic to Foundry and make it 100x more valuable

As a centrally-managed, cloud-based SaaS platform, Foundry offers instant access to cutting edge modern software implementation, including streaming pipelines, live API-driven inference, and autoscaling. Now that FCE allows containerized code to run in Foundry, unlocking the full value of legacy systems has never been easier.

Day 1 benefits include:

  • Safely and incrementally modernize: Immediately start your modernization journey with the assurance that critical systems will continue to function, and deprecation of old components will do no harm.
  • Rapidly scalable infrastructure: Achieve on-demand expansion of your compute and storage environment as capabilities evolve and expand. This provides resiliency and redundancy to avoid a single point of failure. Replacing one file with another in the FAA’s flight software should not cause flights to be grounded nationwide.
  • Flexibility and interoperability: Seamless addition of future data feeds, data processes, objects, schemas, and interfaces. Fuse disparate data to quickly produce new analyses.
  • Secure collaboration: Built-in security access control features enable secure collaboration among combined platform and development teams. When combined with pipeline transparency and DevSecOps iteration, customers can securely democratize outputs over open, extensible APIs.
  • Modern and dynamic user interfaces for rapid and automated decision-making: Users easily configure alerting logic and produce new applications with low-code/no-code tooling. Translate the complex output of a satellite physics model into an operationally relevant Space Domain Awareness application.

In a silo, legacy software can still be improved, but those small gains come at the expense of the significant, compounding benefits of modernization. FCE enables agencies to rapidly speed up progress towards their software-driven outcomes by integrating anything run by FCE with other Foundry products (e.g., pipeline builder, streaming, workshop). With Foundry’s core principles of modularity and interoperability, agencies can selectively deprecate legacy software components without disrupting their data sources, ontology, and actions. In a world where the missiles are parabolic one month and hypersonic the next, innovation in bits must outpace innovation in atoms.

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

Download our Resource, “Impact Study: Accelerating Interoperability with Palantir Foundry” to learn more about how Palantir Technologies can support your organization.

Safeguarding Mission-Critical Data: Veeam’s Unwavering Commitment to Data Protection and Secure Products for Government Customers

Protecting customer data

In today’s digital landscape, data security is of utmost importance. At Veeam Software (Veeam), we recognize the significance of safeguarding our customers’ sensitive information. As part of our ongoing commitment to security, we are actively pursuing Common Criteria and Department of Defense Information Network Approved Product List (DoDIN APL) certifications. In addition, we are fully compliant with Cybersecurity Maturity Model Certification v2 level 1 (awaiting validation) and engage in Independent Verification & Validation (IV&V). We have also successfully completed FIPS 140-2, SOC type 2 level 1, ISO 27001 certifications and are implementing the Secure Software Development Framework (SSDF) to fortify our security measures further. This update provides an in-depth understanding of these certifications and our dedication to maintaining the highest data protection standards.

Common Criteria certification and DoDIN APL

Common Criteria is an internationally recognized standard for evaluating the security of information technology products. It involves a comprehensive evaluation process, testing our software against rigorous security requirements. By pursuing Common Criteria certification, our goal is to provide our customers assurance that our products adhere to the highest security standards acknowledged by over 30 countries worldwide.

In parallel, we are also pursuing the DoDIN APL certification, which is specifically relevant for our customers operating within the Department of Defense (DoD) ecosystem. This certification ensures that our products meet the stringent security requirements set by the Defense Information Systems Agency (DISA), thereby enhancing the protection of data within the DoDIN framework.

CMMC v2 Compliance

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The Cybersecurity Maturity Model Certification (CMMC) is an integral part of our commitment to ensuring the security of our customers’ data. CMMC v2 is the latest version of this unified standard designed to assess the cybersecurity posture of the defense industrial base (DIB). Compliance with CMMC v2 signifies that our security practices align with the stringent requirements defined by the Department of Defense (DoD). By adhering to these standards, we assure our customers within the defense sector that their data is safeguarded with the utmost care and resilience.

Independent Verification & Validation (IV&V)

To reinforce our security measures, we have engaged in Independent Verification & Validation (IV&V). This process involves a third-party organization conducting thorough testing and evaluation of our software. The independent nature of IV&V ensures an unbiased assessment of our security controls, offering an additional layer of confidence in our commitment to protecting valuable customer data.

FIPS 140-2, SOC type 2 level 1 and soon 2 and ISO 27001 certifications

Veeam has successfully completed several vital certifications that further fortify our security posture. FIPS 140-2 is a U.S. government standard that verifies the security requirements of cryptographic modules. This certification ensures that our encryption methods meet the highest standards and provide robust data protection.

SOC type 2 level 1 certification demonstrates our dedication to maintaining the security, availability, processing integrity, confidentiality and privacy of data. We are actively working towards achieving SOC type 2 level 2 certification, enabling us to demonstrate even greater control efficacy and maturity across our systems and processes.

Additionally, Veeam’s compliance with the ISO 27001 standard underscores our commitment to establishing and maintaining a comprehensive information security management system (ISMS). This certification validates that our security practices align with globally recognized best practices, ensuring customer data remains safe and secure.

Implementation of the Secure Software Development Framework (SSDF)

As part of our continuous improvement efforts, Veeam is in the process of implementing the Secure Software Development Framework (SSDF). This framework provides guidance on designing, developing and testing software to ensure adherence to specific security standards. The SSDF allows us to integrate robust security practices into our software development lifecycle, ensuring we proactively address security concerns at every stage of the development process and build products with security in mind from the ground up. By incorporating the SSDF into our development processes, we enhance the security of our software and reinforce our commitment to delivering robust and secure solutions.

At Veeam, our customer’s data security is our top priority. We are committed to maintaining the highest levels of protection for mission-critical data. Pursuing Common Criteria and DoDIN APL certifications, complying with CMMC v2, engaging in Independent Verification & Validation, completing FIPS 140-2, SOC type 2 level 1 and soon 2, ISO 27001 certifications and implementing the Secure Software Development Framework (SSDF) all demonstrate our unwavering dedication to data security.

By undergoing these certifications and implementing industry-leading security measures, we ensure that customer data remains secure, regardless of the sector. We will continue to evolve and improve our security practices to stay ahead of emerging threats and provide customers the peace of mind they deserve.

When customers choose Veeam and the Veeam Data Platform, they can rest assured they have selected a trusted partner committed to securing their data and the data of their customers, end-users and partners. We value the trust we have built with our government customers and will continue to deliver the highest level of data protection possible to ensure mission continuity.

Contact a member of our team today and learn more about how Veeam can support your mission-critical data initiatives.

Why AppExchange Use Offers Agencies Untapped Opportunity

In our first Insider’s Guide, we’re pulling back the curtain on the world’s largest cloud app marketplace, the Salesforce AppExchange, to offer a look at what it is, how it works and how it can provide value to agencies in extending their investment in the Salesforce platform. With the government’s increased focus on improving service delivery — particularly public-facing services per the presidential administration executive order on customer service — taking advantage of possible software-as-a-service integrations with the Salesforce customer relationship management platform makes logical sense. Download the guide to learn how AppExchange helps organizations increase productivity, eliminate risk and save time.

 

Nintex DocGen for Document Creation, Automation and Management

“A great example would be voter registration cards. Every year, you need to update it. We make it really easy to go out and maintain it with our solution and not have to go into code to make updates. It becomes easy to create, easy to maintain going forward and not having to spend budget on development cycles or development resources to build these solutions. The alternative is to write and maintain custom Apex code, which requires an advanced skill set and takes more time. This is a faster way to develop it and an easier way to maintain it.”

Read more insights from Steve Witt, Director of Public Sector at Nintex.

 

IIG FNN AppExchange Blog Embedded Image 2023FormAssembly for Secure Online Forms

“Specifically, we’re the most secure and compliant platform in the entire marketplace. That is how we go to market, that’s what we pride ourselves on: being good stewards of our data, being thought leaders in that space. Government organizations should use us because, doubling down on the security and compliancy, we’re tailored for highly sensitive data. We’re built for that. We hold the distinction of being the only FedRAMP-ready platform on the marketplace in this category. We also hold SOC 2, ISO 27001, PCI DSS and GDPR compliance. And really, what that means for our customers and partners is that we’re experts in this space, and that will mitigate any risk and collecting data for your organization, whether it’s here in the United States or abroad.”

Read more insights from Paul Lazatin, Director of Partnerships at FormAssembly.

 

WalkMe for No-Code Digital Adoption

“What makes us unique is that we have the ability to overlay on any enterprise application in the tech stack, commercial off-the-shelf (COTS), government off-the-shelf (GOTS) or custom-built. By doing so, we’re able to create better user experiences, drive employee productivity and monitor digital adoption on any enterprise application that’s being deployed out to the federal government, whether those applications are internal to employees or externally facing for taxpayers and constituents.”

Read more insights from Carl Wright, Director of Public Sector of Federal Sales at WalkMe.

 

Odaseva for Enterprise Data Protection

“Many federal and state organizations have questions that need answers when it comes to managing their Salesforce data. How do Salesforce users archive data that is no longer needed? How do they comply with regulations such as those from the National Institute of Standards and Technology or in the California Consumer Privacy Act? That’s why we at Odaseva consider the data management lifecycle. Odaseva helps organizations comply with the strictest data regulations and guard against data failure — all with precise control on a field-tested platform to scale with ease. And we deliver this with the strongest data security features that exceed the requirements of even the most complex, highly regulated businesses in the world.”

Read more insights from Matt Carstensen, Senior Solutions Engineer at Odaseva.

 

Conga Apps for Contract and Workflow Management

“Conga offers a flexible platform and set of solutions built natively on top of Salesforce that address a broad set of needs for federal, state and local government entities. Our products include Composer, the number one downloaded application on Salesforce’s AppExchange. Conga Composer allows public sector customers to automate document generation to get work done faster and easier in Salesforce. Users can create documents with dynamic data from Salesforce in the correct template, then send it, store it and trigger the next business process. Conga Sign is a modern and highly secure e-signature solution. We now offer a FedRAMP-certified version of our e-signature solution, which is getting quite a bit of attention.”

Read more insights from Eric Daggett, Vice President of Sales for Public Sector at Conga.

 

Download the full Insider’s Guide for more insights from these AppExchange leaders and additional interviews, research and infographics.

 

Partnerships for Public Sector Solutions

Systems integrators have evolved to simplify and streamline the process of deploying complex solutions to complex agency challenges. SIs have years of experience working with agencies on the kinds of systems that have many moving parts. Therefore, they have a clear understanding of agency missions and know how to navigate the government’s procurement process. However, SIs don’t work alone. They thrive by partnering with companies that have transformative new approaches for addressing the government’s needs, such as providing innovative digital services, supporting a hybrid workforce and protecting government networks from cyberthreats. In a recent report, research firm Quadintel states that the global systems integration market was valued at $327 billion in 2021 “and is anticipated to grow with a healthy growth rate of more than 13% over the forecast period 2022-2028.” SIs are well-suited to helping agencies make that shift in thinking. Learn how Sis can help your agency thrive by partnering with innovative companies in Carahsoft’s Innovation in Government® report.

 

The Power of Embracing a Partner Mindset 

FCW March FSIs Blog Embedded Image 2023“Success for integrators and their partners is delivering secure solutions that provide meaningful and impactful mission outcomes. Leidos invests heavily in testing and building relevant solutions for public-sector customers to ensure that innovative technologies are cost-effective, resilient, compliant with government requirements and best positioned to solve mission problems. Investing in a continuous innovation cycle is critical. Leidos and Red Hat recognize that we are in the business of continuous modernization. When Red Hat and other key partners offer innovative new solutions, our partnerships enable us to move fast in testing and proving that the technology works and can scale to meet the government’s needs. Leidos leverages innovative technology to drive great mission outcomes in our Aviation Security Product business unit (Security Enterprise Solutions). By using cloud-native AI/ML modeling solutions, Leidos had been able to achieve significant performance gains in our process for developing algorithms for security detection products, ultimately improving travelers’ experiences at airports.”

Read more insights from Peter O’Donoghue, CTO of the Civil Group at Leidos, and Adam Clater, chief architect of the North America Public Sector at Red Hat.

 

A Collaboration That Far Exceeds the Sum of its Parts

“In 2020 KMPG and ServiceNow recognized that a large and newly formed Defense Department agency was facing a number of challenges in its efforts to transform its business, consolidate systems and processes, and modernize its technology. We began having conversations with the executive leadership and department heads across different lines of business to gain a clear understanding of their mission, current challenges and desired outcomes. As the ServiceNow program was being established at the agency, the customer required a robust governance and platform team to ensure utilization of development best practices and policy generation, platform management activities (e.g., upgrades) and a secure, scalable, federated development model. This technical rigor and governance structure supported the creation of a stable environment in which application development teams could configure and deploy new, unique applications rapidly.”

Read more insights from Kyle McKendrick, senior enterprise account executive at ServiceNow, and Daniel Gruber specialist managing director at KPMG.

 

Driving Modernization with Deep Strategic Partnerships

“In response to the challenges agencies face, Leidos has been focused on building deep strategic partnerships that help us create at-scale solutions for our government customers. These partnerships are characterized by a commitment to open lines of communication and transparency in terms of strategy and investments. We also operate in what we describe as a badgeless environment in which experts from different companies work side-by-side to engineer new capabilities and solutions.”

Read more insights from Derrick Pledger, senior vice president and CIO at Leidos.

 

Why Success in Zero Trust Requires a Team Effort  

“Zero trust focuses on the connection between users and the data, applications, networks and systems they want to access. In zero trust architectures, new administrative tools continually evaluate whether allowing an individual user to have a certain level of access privileges is the right thing to do. The approach gives agencies much more flexibility as they modernize because they can make decisions at a granular level that enable them to secure data and entire IT ecosystems.”

Read more insights from Meghan Good, vice president and director of the Cyber Accelerator at Leidos.

 

How Multi-Domain Operations Accelerate Modernization

“By design, multi-domain operations must involve a broad range of partners to achieve the desired mission outcomes, particularly as threats continue to rapidly evolve. Making such a shift allows military and civilian agencies to far more rapidly add new capabilities to individual systems. The approach also enhances agencies’ ability to partner with industry to harness the power of cross-domain, cross-agency and even cross-company digital synergies.”

Read more insights from Chad Haferbier, vice president of multi-domain operations solutions at Leidos.

 

Balancing Speed and Security with SecDevOps

“As one of the largest systems integrators, Leidos understands the government’s mission domain and individual agencies’ unique challenges. We also know where they are in their evolution. Some are still easing toward agile and SecDevOps, whereas others have fully embraced those approaches. Our partners in the commercial world are some of the fastest, most forward-leaning technologists.”

Read more insights from Paul Burnette, vice president and director of the Software Accelerator at Leidos.

 

Download the full Innovation in Government® report for more insights from SI cloud thought leaders and additional industry research from FCW.

Reaching Customers with Client-Driven Solutions

One of the biggest challenges of government service is how their personnel interact with customers. Adequately supporting customers can be tricky, especially when serving people with vastly different needs. So, it is vital that government providers know how to support individuals with accurate, time-effective aid for their specific issues – for example, a mental health or public safety crisis.

Equal and Equitable Access

ConcernCenter/AWS Customer Experience Blog Embedded Image 2023What is the best way to provide care? Offering constituents and customers equal and equitable access and care means government employees need to be prepared to handle a variety of problems. First, the experience of each individual should be at the forefront of every interaction; customers should be treated with respect to their wishes and goals. Second, making the customer feel valued and heard is critical in every encounter. Customer service should not be transactional, but relational. By building trust with clients, agencies establish value now and for the agency’s future. Third, service should take into account who the individual receiving the assistance is as a person.

A Look at the Customer

Different customers prefer different styles of customer service. For governments, this means addressing the varied needs of a range of customers, including:

  • Students, parents, faculty and staff
  • Veterans
  • Employees
  • Survivors of crime and their families
  • At-risk youth
  • Patients
  • Disabled patients and their families
  • Caregivers
  • Younger generations
  • Older generations

Employees must be prepared to actively support the unique individuals that use their agency or organization. It is vital to identify who the customer is as a person, what resources are accessible to them and what their main concerns may be. This can affect all aspects of the interaction, as organizations need to consider what kind of people are reaching out, and how to best orient their services toward their target audience.

Online Support

With the growing presence of the internet in everyone’s lives, websites should be created in ways that best serve the end-user. There are a few main questions to consider when determining whether consumer-facing websites and services are meeting their intended goals:

  • Who is visiting the website? What is their age group and knowledge level?
  • What is the biggest concern to these customers? What questions are consistently being asked?
  • What results is the customer expecting on the other end of their experience?

All customers visiting a website will have a shared experience. To create a client-driven solution, first identify their ideal user experience. When customers know what questions to ask, when to ask them, and who to ask they can be confident they will receive the correct solutions they need.

Providing a Client-Driven Solution

Customer service should be client-driven, rather than business-driven. A client-driven solution is based around customer concerns. It is written simply, in words customers use every day rather than the organization’s technical jargon.

For government agencies, whose main goal is to be by and for the people, business models should be client-needs focused. In addition, organizations should provide multiple support options for the customer to choose from. This way, if a customer does not feel comfortable with one option, they have other methods of support to utilize. As soon as the customer no longer feels supported, they stop searching for help, which is exactly what we hope they will not do.

Providing client-driven solutions can look like:

  • Reducing confusion by compiling all resources into one accessible place
  • Investing in long-term staff that is experienced with the organization and its processes
  • Providing support options that are available after hours and on weekends
  • Using data analytics to gain insight into when and where support is being accessed
  • Customizing software to center around the customer base’s needs
  • Providing options for services in multiple languages
  • Offering password protection and an emergency click-away button for safety and confidentiality purposes
  • Clearly directing to answers, helpful resources and next steps

By providing client-driven solutions, agencies can build trust with customers that will allow them to more equitably serve the public.

 

ConcernCenter works with businesses, school districts, organizations, institutions, and non-profits to support users and solve common concerns. To learn more about effectively aiding customers, visit Carahsoft’s page to view ConcernCenter’s webinar on customer service.

7 Key Takeaways from HIMSS23

In April, over 40,000 global health professionals converged in Chicago for the highly anticipated HIMSS23 Global Health Conference & Exhibition. Over the course of five days, healthcare, government and technology leaders discussed everything from wearable medical devices and artificial intelligence (AI) to cybersecurity and compliance. Here are some highlights and key themes from the conference.

  1. Change is happening quickly: The buzz around ChatGPT offers a perfect illustration of just how quickly AI has become part of our everyday lives. There are many applications for AI in the healthcare space as well. In procedure rooms, cameras with AI can ensure processes are being followed, and thereby helping avoid malpractice. One key question circulating at the conference was: how can regulations be put in place to protect patients and practitioners’ privacy as this new technology starts to be implemented?

 

  1. Carahsoft HIMSS 23 Blog Embedded Image 2023The cloud is here to stay: Underpinning many new technologies is the cloud. As more healthcare organizations use hybrid and multi-cloud environments, compliance becomes increasingly complicated and important. This is particularly true considering regulations and data protection laws are constantly changing. One benefit is there is a lot of overlap between compliance requirements. Looking for these common requirements (i.e. encrypting sensitive data) can help organizations navigate the seemingly complex world of compliance.

 

  1. Data presents a paradox: Data holds tremendous potential to transform healthcare operations, but the promise of data-informed decision-making must be balanced with both the data overload felt by those on the front lines, and the preservation of patient privacy. Electronic health records (EHRs) have made the lives of doctors and nurses easier in many ways, but they have also required workers to document much more granular information to meet regulation and reimbursement requirements. As such, many workers are skeptical of health IT’s ability to alleviate burnout. Integrating data into the culture of the organization is the best way to ensure everyone is capturing the proper data and maximizing new technology investments.

 

  1. Pursue interoperability: Not just having the data, but sharing that information is also crucial. By improving access to clinical data across institutions, we can discover new therapies, lower medical costs and improve patient care; however, interoperability also requires compliance and due diligence. At HIMSS23, panelists from the National Institute of Standards and Technology (NIST) described how next-generation database access control can facilitate data-sharing without moving large volumes of data. This promotes interoperability while preserving local protection policies. Additionally, panelists from the Centers for Medicare and Medicaid Services (CMS) emphasized the importance of Fast Healthcare Interoperability Resources (FHIR) standards.

 

  1. Care is expanding beyond hospital walls: Increasingly, wearable technology is becoming a staple of healthcare, as it can help with monitoring everything from glucose levels to physical activity, in addition to supporting weight control and disease prevention. More than anything, wearables offer the opportunity to continue patient care outside the walls of the hospital, which reduces the cost of care. The data collected by wearable technology holds tremendous potential for analysis at both a patient level and the population level.

 

  1. Cybersecurity must be top-of-mind: While wearables have many benefits, they must be used with cybersecurity in mind. A continuous glucose monitor that connects to the internet and patient portal, for example, could put all patient data at risk if the device is compromised. That’s why an Institute of Electrical Engineers (IEEE) working group has developed a framework with Trust, Identity, Privacy, Protection, Safety, Security principles (TIPPSS) for keeping devices with sensors safe. The goal is to make TIPPSS the standard for clinical Internet of Things (IoT) devices first, then for other solutions.

 

  1. Privacy: Patient privacy was also a leading theme at HIMSS23. When working with AI, algorithms must be trained on large volumes of data. At the conference, panelists discussed how healthcare providers and tech companies can balance using this protected health information (PHI) to improve AI while still adhering to privacy laws like HIPAA. Data de-identification is one approach to get the most out of large volumes of data while maintaining patient privacy.

Overall a common thread throughout HIMSS23 was balance. Healthcare providers and tech companies must balance the promises of technology with due diligence, while working in partnership to develop innovative solutions. From data standards to data privacy, it is crucial to collaborate with the government to lay the right foundation for using these cutting-edge technologies.

 

Visit our Healthcare Solutions Portfolio to learn more about HIMSS 2023 and how Carahsoft can support your organization’s healthcare technology goals and initiatives.

*The information contained in this blog has been written based off the thought-leadership discussions presented by speakers at HIMSS 2023.*

Higher Education All-In on Cloud-First

Is digital transformation in higher education possible without the cloud? Not likely. When that transformation is viewed as a journey, not a destination, the essential role of cloud-based resources as enabling and empowering infrastructure comes sharply into focus. Institutional performance, operational efficiencies, student success — the primary goals of digital transformation in higher education today — are only possible with the agility and scalability of cloud-based computing and resources.

Without a clear strategy in place, digital transformation and cloud migration can start to look like a game of whack-a-mole. As teams weigh where cloud solutions will take them next, understanding and articulating the need to include data-intensive computing, security, reporting, and analysis is imperative. That’s all the more true as students increasingly demand a level of personalization and engagement that can only be delivered through a robust analytics and data infrastructure. Download the guide to learn how to grow beyond today’s analytics programs and to mature them for endemic management and strategy.

 

IIE Campus Tech Higher Ed Cloud Embedded Image 2023Cloud Budgets Keep Growing

“‘As higher education institutions continue to pivot toward continuous modernization practices, the SaaS segment of the cloud is likely to see the most investment,’ noted Damien Eversmann, Chief Architect for Education at Red Hat. ‘Cloud resources provide the agility and flexibility needed to support the culture of change that continuous modernization demands. As long as security practices are properly maintained, cloud adoption is one of the best tools for academic institutions to stay ahead of the curve.’ All cloud categories are expected to see growth in 2023, according to Gartner, with the most significant anticipated growth in Cloud Management and Security Services and Cloud Application Infrastructure Services (PaaS).”

Read more insights from Damien Eversmann, Chief Architect for Education at Red Hat.

 

Accelerate Agility and Integrate Data

“Today, higher education IT professionals refer to “the new normal” when discussing the many modes of learning, research, and other day-to-day hybrid work now possible thanks to cloud computing. The monumental movement and general acceptance of the cloud within higher education happened nearly overnight, after years of hesitance and reluctance on the part of higher ed leaders who sought greater on-site control over data and operations. That reluctance transformed to trust as cloud-based operations proved their mettle, and institutions by and large today embrace a new way of working through the ongoing and continuous change of digital transformation. “That’s probably the biggest change — that change is the constant,” said Bill Greeves, an industry advisor for SAP who supports the organization’s education customers. As a former CIO and deputy county manager for Wake County, N.C., Greeves saw firsthand the overnight transformation to cloud-based workloads to keep government and citizen services up and running at the onset and throughout the pandemic.”

Read more insights from Bill Greeves, Industry Advisor for SAP.

 

Essentials for Navigating Cloud Implementations

“While the mission of higher education has never changed, the means of fulfilling that mission continue to swiftly evolve, particularly as a result of cloud computing technology and the migration of workloads, applications, storage — pretty much everything — to the cloud. Higher education research, in particular, enjoys many benefits from the cloud, including rapid provisioning of data and applications, or abstraction, which ensures non-technical users can readily deploy cloud resources and quickly get back to the real task at hand: research. Cloud is at the heart of institutions’ ongoing march to digital transformation, but that’s not all: Prompted by the pandemic, many colleges and universities have also embraced the rapid adoption of cloud capabilities in support of remote work and collaboration.”

Read more insights from Hunter Ely, Security Strategist at Palo Alto Networks, and Mathew Lamb, Manager, Pre-Sales Cloud Native Solutions at Palo Alto Networks.

 

Download the full report for more insights from these from these higher ed Cloud leaders as well as additional perspectives and industry research.

How to Achieve your Agency’s Customer Experience Goals

Customer experience pervades every aspect of what the government does — and some might argue, why it exists. What’s more, it has become profoundly clear that everyone is a customer. There are the obvious customers, people across the nation. But then there are current and former federal employees, businesses large and small, the government’s contracting community, other agencies and even other nations. Likely, there are more. Unlike a private company, a federal agency often has no competitor for its services. That fact has created a lag in the evolution of federal CX and digital services — relative to what businesses and nongovernment organizations typically provide today and what people now expect. Agencies are on it now though. The presidential executive order on customer experience of December 2021 targets the need to evolve CX and points up the destructive affect that poor service delivery has on public trust. Download the guide to learn how to meet the expectations of the public, as well as the many other customers agencies serve, with a multipronged strategy that focuses on culture, processes and technology.

 

Want to Enhance Customer Experience? Here’s Where to Start

“The key to the success of Farmers.gov is its simplicity, Bremby said. USDA has put all the information farmers need in a single place and made it easy for them to complete the necessary processes to receive services. USDA consolidated seven digital systems and 150 web resources into one intelligent platform that follows a user’s progress. And that, Bremby noted, is the biggest metric for success in customer experience: Did the customer complete the transaction? Or did they drop off somewhere in the middle of the process, like abandoning a cart while shopping online?”

Read more insights from Rod Bremby, Regional Vice President for Global Public Sector at Salesforce.

 

IIG FNN CX Blog Embedded Image 2023Meaningful Communication Creates the Foundation for Good Customer Experience

“Agencies are familiar with traditional communications media. They engage with public relations firms and the news media to promote stories. They conduct public awareness campaigns across every available platform, from bus stop advertisements to social media, and they tend to be pretty good at driving broad awareness. Where they fall short though, Peterson said, is more granular, personalized messaging.”

Read more insights from Angy Peterson, Vice President at Granicus.

 

How Federal Agencies can Pivot to Experience-driven Government

“People who rely on government services are usually accessing them at critical junctures in their lives, often moments of profound need. They’re looking for relief in the aftermath of a natural disaster, for public health data during an epidemic, for financial stability in retirement, and for ways to prepare for growth or cope with losses affecting their families and businesses. That’s why agencies need to pivot to experience-driven government, meeting citizens where they’re at in their journeys and connecting them with the right services at the right time.”

Read more insights from James Hanson, Head of Industry Strategy for the Public Sector at Adobe.

 

Don’t Let a Cyber Staff Shortage Weaken Your Defenses

“Federal agencies are taking note and have started making significant strides toward digital transformation, driven in no small part by recent directives, including the president’s executive order on customer experience. While competitive pressures often motivate private sector enterprises to invest in innovation, the government’s greatest competition is usually the status quo. Agencies have been delivering services in the same way for so long that impacting change requires redirecting institutional inertia — to say nothing of overcoming budgetary obstacles. One way for agencies to get started on this journey is to begin digitizing agreements.”

Read more insights from Michael “MJ” Jackson, Vice President and Global Head of Industries at DocuSign.

 

Here are 3 Phases to Begin Modernizing Customer Experience Right Away

“For years, agencies have been researching, modernizing and overhauling how customers experience doing business with the federal government. Over the course of several presidential administrations, with the help of Office of Management and Budget mandates, presidential executive orders and an influx of customer experience talent, there has been a noticeable shift toward organizational CX management approaches. Agencies have an opportunity to take full advantage of technological advances to improve customer experience management capacity at scale. Advances in cloud technology, data analytics and new communications channels have opened up new avenues to improve an agency’s capability to design and deliver services for both customers and federal employees.”

Read more insights from Matt Chong, Vice President of Federal at Qualtrics.

 

Download the full Expert Edition for more insights from these customer experience leaders and additional government interviews, historical perspectives and industry research.

Unpacking Digital Transformation

At long last, Government agencies are getting some real support for their modernization and transformation initiatives. Through the Technology Modernization Fund (TMF) and the American Rescue Plan (ARP), Congress is providing significant funding for updating or replacing legacy systems, with a focus on both improving the security of government systems and delivering better services. The opportunity, now, is to make those investments pay off. How can agencies cut delivery times and meet expected outcomes? Download the guide to access worksheets, step-by-step guidelines, government and industry insights, and other resources that can help agencies launch transformation initiatives—and deliver on them.

 

Supercharge Your Agency Service Management

“Using cloud solutions, organizations can automatically scale up their systems when constituent demand is high and down when demand is lighter. This enables agencies to be more responsive, efficient and constituent-friendly. Most federal agencies are going through a major digital modernization effort, replacing outdated/ legacy systems with cloud-based solutions, said Sandra Trumbull with Atlassian, a software-based company. And self-service — whether through guided prompts, artificial intelligence or other methods — is increasingly important because users are more empowered and typically obtain faster responses service teams have fewer headaches, agencies can lower their service costs, and everyone receives a better overall experience.”

Read more insights from Adaptavist’s Phill Fox, Principal Customer Success Advocate, and Atlassian’s Sandra Trumbull, Enterprise Solutions Advocate.

 

IIG GovLoop Digital Transformation Blog Embedded Image 2023How Agencies Are Driving Innovation to the Edge

“Not so long ago, Air Force communications meant radios that transmitted information about where to go and what was happening. Now, digital input is being delivered directly into the cockpit. ‘We’re talking about a situation where edge capability expands the envelope of the missions that we can get accomplished and changes the ways in which we can accomplish them,’ said Winston Beauchamp, Deputy Chief Information Officer for the Department of the Air Force. Currently, the service uses edge computing in its Agile Combat Employment, a scheme of maneuvers aimed at increasing survivability while generating combat power. If warfighters are under threat at fixed bases, they must move to alternate locations quickly — and those might not have all the infrastructure of a traditional base. ‘Edge technologies enable you to deploy to that location that you need to accomplish that mission without a huge footprint,’ Beauchamp said.”

Read more insights from Red Hat’s Government Symposium.

 

Data, Data Everywhere, but Not a Byte to Eat

“The first element of intelligent data management is visibility: Where is agency data located? And directly associated, Breakiron said, is accessibility, knowing how the agency organizes and uses its information, and what the data’s condition is. ‘We often find, especially in the government, in excess of 50% of the data hasn’t been touched for as much as five years,’ he explained. ‘And we also find that about 20% of the data, you couldn’t talk to if you had to.’ Commvault calls that “orphan data,” and it’s akin to having a VHS tape but no VHS player with which to view it. An intelligent data management system creates a tiered storage approach that identifies long-ignored information, allowing an archival model for ‘pennies to the dollar vs. thousands of dollars in storage costs,’ he said.”

Read more insights from Commvault’s Richard Breakiron, Senior Director for Strategic Initiatives for the Federal Sector.

 

Build a Functional Ecosystem Through Cloud Architecture

“While technology is at the core of a total agency transformation, Chang advised against having it ‘dragging process and then dragging people along.’ The process and the people need to move along with the technology instead of clinging to its shirttails. ‘One thing I would offer as a piece of advice, having done multiple transformations in the Federal Government, is invest in upskilling your people,’ said Chang. ‘If your people can’t use the technology — no matter how great the technology is — the organization as a whole does not move forward.’ For federal environments, he urged technology upskilling to improve employees’ data literacy, analytics awareness and coding abilities — or at least to provide a basic familiarity with those activities.”

Read more insights from Snowflake’s Winston Chang, Chief Technology Officer for the Global Public Sector.

 

How Open Source Database Technology Can Support Transformation

“Modernizing your applications and services without modernizing the underlying database is like buying a new car but installing your old engine. You’re just holding yourself back. That’s the experience of Enterprise DB (EDB), which provides tools and services to large organizations adopting PostgreSQL (Postgres), a relational database management system based on open source technology. Like other enterprise-grade, open source systems, Postgres helps organizations avoid the rising licensing costs and vendor lock-in that come with proprietary software, said Jeremy Wilson of EDB. But just as importantly, Postgres is rapidly replacing legacy, proprietary software as a platform for innovation.”

Read more insights from EDB’s Jeremy Wilson, CTO of North America Public Sector.

 

Transforming With Visibility and Agility

“Staff working their way through a digital transformation, such as a cloud migration, will need new skillsets. They’re going to use new services and capabilities — and none of them will be the same, Shopp said. SolarWinds helps users build knowledge, intelligence, configuration smarts and cloud awareness, he explained. ‘Intelligence in a box,’ as Shopp called it, is codified into SolarWinds products and helps agency employees monitor workloads. ‘When it comes to understanding your infrastructure and your workloads, no matter where they reside — on premises, the cloud or hybrid — we’ve got you covered,’ Shopp said.”

Read more insights from SolarWinds’ Brandon Shopp, Group Vice President of Product.

 

Observability Made Simple

“The task of monitoring these complex systems gets more complicated, too. ‘The question is, how do I know there’s an issue?’ said Brian Mikkelsen of Datadog. ‘Is it when the tickets start flowing, when complaints increase, when your leadership team asks why something isn’t working?’ None of those options is ideal. Datadog’s application performance management platform provides a real-time window into the digital environment, identifying performance and security issues — quickly. Its ‘full stack’ hybrid infrastructure capability means everything from the back end to the front end is monitored and reported via infrastructure metrics, application performance traces, and correlated logs.”

Read more insights from DataDog’s Brian Mikkelsen, Vice President and General Manager.

 

Download the full GovLoop Guide for more insights from these digital transformation leaders and additional government interviews, historical perspectives and industry research.