5G: Powering the Government’s Digital Transformation

5G technology has the capacity to speed data transfers and connect billions of devices at a time when mission success hinges on fast, secure access to data and people. 5G’s potential to enhance all government activities makes it an indispensable component of efforts to modernize IT systems and service delivery. Because of its low latency and capacity to carry vast amounts of data quickly and efficiently, 5G enables real-time access to information. As a result, it is facilitating the growth of smart cities, the use of artificial intelligence to improve government operations and the adoption of edge computing. The implications are profound for activities as varied as battlefield communications, military logistics and preparedness, and emergency response in situations where critical infrastructure is unavailable. Learn how government agencies can leverage all the resources in play to achieve the goal of open, interoperable and secure 5G networks Carahsoft’s Innovation in Government® report.

 

The Unifying Nature of 5G Technology 

“5G technology is the first telecommunications standard that is cloud-native, making it critical for the government’s digital transformation. We now have a transport medium that aligns with and supports the flexibility, scalability and efficiency of cloud operating models and containerized functions and services. In addition, all aspects of a digital transformation strategy — including edge computing, artificial intelligence, cloud migration and application rationalization — center on data. With everything level-set architecturally to be cloud-native and containerized, 5G networks enable a common approach to managing data, and they also bring in a new capability for data sovereignty.”

Read more insights from Chris D. Thomas, technical strategist at Dell Technologies. 

 

Why 5G Is Indispensable for Frontline Agencies 

Carahsoft IIG FCW 5G Digital Transformation Blog Embedded Image 2023“Private 5G networks have distinct benefits for government, which is why DOD has stated that it is a strategic direction for the department. At Federated Wireless, we custom-build networks for high performance, scale and unlimited capacity using best-of-breed technology from a large ecosystem of suppliers. Private wireless networks provide strong security and control over where the data resides. Unlike a traditional cellular carrier that sends data through an off-site central core, private 5G networks are secure enclaves that are governed by zero trust architectures.”

Read more insights from Paul Battaglia, vice president of public sector at Federated Wireless. 

 

The Key to Creating More Flexible 5G Networks 

“JMA Wireless embarked on a project a couple of years ago to help bring 5G to the Marine Corps Logistics Base in Albany, GA. We were part of a team that deployed a 5G network and added applications to enable officials to modernize warehousing and logistics at the base. As a result of those improvements, the base has reduced labor costs by 61%. Additionally, it used to take three to five days for items to move from the dock to the shelf. That timeline has been slashed to about 36 minutes as the combination of the 5G network and updated application environment drives major efficiencies in logistics operations.”

Read more insights from Rishi Bhaskar, senior vice president and general manager at JMA Wireless.

 

Sharing Critical Information in Real Time 

“The deployment of 5G for government agencies requires a security approach that is independent from the underlying transport network. For our public safety and defense customers, we offer a security architecture based on Blackned’s TacticalCORE, which provides an over-the-top multidomain security layer, enabling authentication in contested environments and separate classified information spaces across the same infrastructure. All transport is considered untrusted with the ability to implement agency-specific encryption on the 5G network. This state-of-the-art security approach has already been accredited by the German BSI as NATO-restricted and enhanced security classifications are planned.” 

Read more insights from Richie Obermayer, VP of technical sales at GuardSTACK Technologies. 

 

How Agencies Can Reap the Benefits of 5G

“5G’s reliability and availability make it possible to build dedicated wireless networks that can be sliced so mission-critical applications run in separate areas while the government maintains full control over that network. Last but certainly not least, 5G networks have carrier-grade, built-in security standards, including SIM cards that are provisioned and activated for a specific network. Users cannot connect to the network without inserting a highly secure SIM into their devices.” 

Read more insights from Derrick Frost, senior vice president of operations and general manager of private wireless at Kajeet. 

 

Private Networks and the Evolving 5G Ecosystem

“Private networks are well-suited to agency use cases for a number of reasons. First and foremost is security, which is the bedrock of every cellular network. Beyond the built-in security private 5G networks bring, they also have the capacity to add extra layers of security. The other components of a robust network include radio frequency technology and the latest 5G devices and radios. Once that foundation is in place, agencies can explore the wide range of use cases that a private 5G network can address. Deployments include standalone networks for first responders, border patrol agents and tactical response units, as well as secure, reliable networks for telemedicine providers.”

Read more insights from Derek Gallagher, CTO at Druid Software. 

 

Download the full Innovation in Government® report for more insights from 5G thought leaders and additional industry research from FCW. 

Innovation in Government: The Future of Technology with Dell

Advances in communications, data analytics and cloud ecosystems are supercharging efforts to modernize government. Leaders recognize that partnerships with industry are essential to their success with emerging technologies, including groundbreaking tools and techniques that help agencies tackle a wide array of challenges. The government is facing monumental challenges, such as the economy, climate change, public health and military preparedness. These large-scale, broad impact problems require new and innovative ideas to solve. Organizations such as the Computing Technology Industry Association (CompTIA) and the National Institute of Standards and Technology (NIST) have released guidance and strategies for agencies hoping to move past existing restrictions by updated legacy systems. Carahsoft’s most recent Innovation in Government Report includes insights from industry experts at Dell Technologies on how emergent technologies can help government push past those boundaries, with deep dives on 5G, artificial intelligence, digital twins, edge computing and cloud ecosystems.

 

 A Secure Way to Use AI-Assisted Data Analytics

“Federated learning is becoming increasingly relevant given the emergence of ChatGPT and other AI-based technologies. Industry and government leaders recognize that it is essential to develop AI in an ethical, unbiased way that ensures information privacy and security. The only way to do that is to take a critical look at the technologies that are evolving and shape them in an intentional way. Right now, AI is not as secure as it could be. It is susceptible to the same vulnerabilities that affect other technologies. Therefore, agencies and their industry partners should focus on protecting data where it resides, instituting a zero trust architecture and securing AI algorithms.”

Read more insights from Ed Hicks, business development manager for federal and AI at Dell Technologies.

 

What the Evolution of 5G Means for Government  

Carahsoft IIG FCW August Future of Tech Dell Blog Embedded Image 2023 “5G is the first generation of cellular technology that’s cloud native, which means it has the flexibility to be fully virtualized and deployed in several different architectural designs, hosted on commercial servers. Agencies now have the ability to dynamically scale up or down depending on the network load at the moment. In addition, many large hyper-scaler cloud vendors are exploring ways to provide 5G as a service and combine the virtualized network function with cloud-hosted workloads, integrating the telco workload into the traditional IT stack.”

Read more insights from Greg Burrill, 5G/Networking Alliance Manager at Dell Technologies.

 

Taking Modernization to the Next Level with Digital Twins

“Digital engineering is digital transformation applied to the realm of systems engineering. It is another path to IT modernization. Digital twins require the foundations of a digitally transformed environment and its elements of data management, agile development, DevSecOps and container-based orchestration. Digital twins focus on bringing data from the physical world into the digital arena, gleaning insights through artificial intelligence and then displaying those insights visually for users. Digital twins can deploy those conclusions in the physical world, measure the results of the changes and start the loop over again by feeding that data back into the digital arena.”

Read more insights from Ken Rollins, Technology Architect for Digital Engineering/Edge at Dell Technologies.

 

How Repatriation Fits into a Broader Cloud Strategy

“When agencies simply lifted and shifted workloads into the cloud, they often experienced inefficiencies and cost overruns. Now that agencies are gaining a better understanding of cloud models and how to adapt their workloads to run efficiently in the cloud, they have begun to more carefully consider when it makes the most sense to put a workload into a public cloud and when it is better to pull it back to run on premises, known as cloud repatriation. Those decisions should be part of a larger strategy for appropriate workload placement.”

Read more insights from Manny Yusuf, Chief Cloud/Edge Architect at Dell Technologies.

 

Future-Ready Data Centers for Government Agencies

“A software-defined data center (SDDC) virtualizes all the infrastructure elements that government agencies are using and delivers them in an as-a-service model. Specifically, compute, networking, storage, security and services are abstracted and delivered as automated, policy-driven software. That virtualized, programmatic approach enables SDDCs to break down IT silos and simplify complexities. The benefits include gains in performance and availability and reductions in costs and security risks. An SDDC enables applications to be deployed more quickly and IT resources used more effectively through the use of cloud-based services.”

Read more insights from Manny Yusuf, Chief Cloud/Edge Architect at Dell Technologies.

 

A Flexible Cost Model for Cloud and Infrastructure

“Maintaining visibility into IT operations is crucial for understanding and mitigating security risks as well as for better managing costs. Agencies might need to achieve a specific return on investment, meet certain efficiencies or comply with unique mission requirements. Regardless of the goal, a simplified cost model provides a comprehensive understanding of what it costs the agency to run workloads on premises, at the edge or in any cloud location. Dell APEX also allows agencies to maintain oversight of their IT environment and expenses when they are running a software factory and pushing out new capabilities on a continuous basis. Anytime something new is put in the cloud, it’s important to have visibility into its long-term costs so that agencies can avoid inefficiencies.”

Read more insights from Manny Yusuf, Chief Cloud/Edge Architect at Dell Technologies.

 

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

Building a DevSecOps Culture

As software becomes more sophisticated, it plays an increasingly important role in all aspects of government operations. However, given the complexity and intertwined nature of modern software, any vulnerability could have wide-ranging consequences, which makes security of vital importance. The federal government has taken notice. A number of recent policy directives address issues related to the software supply chain, and key agencies are leading a governmentwide effort to promote secure software development, including the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust and the Executive Order on Improving the Nation’s Cybersecurity. Learn how you can implement DevSecOps to support your journey to secure, innovative software in Carahsoft’s Innovation in Government® report.

 

The Mindset Shift that Enables DevSecOps

“In an ideal world, technology and processes support team members’ ability to deliver on their particular talents. Before agencies implement DevSecOps methodologies, they should identify where their processes are getting bottlenecked and forcing people to either work around them or fundamentally change their behavior. Instead, we want to make it easy for employees to do the right thing. The goal is to enable people to focus on what they do best — regardless of where they operate in the stack or the tools they are using — so that agencies can build and deploy secure, modern apps.”

Read more insights from Alex Barbato, Public Sector Solutions Engineer at VMware.

 

How Generative AI Improves Software Security  

Carahsoft FCW July DevSecOps Blog Embedded Image 2023“Generative AI tools are becoming increasingly prevalent, providing interactive experiences that captivate the public’s imagination. These tools are accessible to anyone, offering a unique opportunity to engage and explore the creative possibilities enabled by AI technology. The technology doesn’t just train a model to recognize patterns. It can create things that are easy to understand: images, text, even videos. Sometimes the results are hilariously wrong, but other times the results are quite impressive, such as clear, concise answers to complex questions. Generative pre-trained transformer (GPT) technology, such as ChatGPT, has opened the doors for everyone to be an evaluator because the output is accessible and easy to critique.”

Read more insights from Robert Larkin, Senior Solutions Architect at Veracode.

 

Open Source is at the Heart of Software Innovation

“Embedding security into applications from the start is essential for streamlining and strengthening the entire development life cycle. Securing the software supply chain is a related effort that is of vast importance to government operations. Beyond securing individual applications, the ultimate goal is to build security into the pipeline itself. At each step and every handoff, we must be able to verify who has touched the software and who did what to ensure that the end result is what we intended to build and that nothing malicious has been injected along the way.”

Read more insights from Chris Mays, Staff Specialist Solutions Architect at Red Hat.

 

DevSecOps Needs Tool Diversity and Collaboration

“As DevSecOps methodologies and software factories grow in prevalence, agencies are recognizing that software development is a team sport — inside the agency, across departments and with external stakeholders. It touches many different teams, but getting everyone on the same page with tooling can be difficult. Different teams prefer different tools, and that makes collaboration hard. Modern software development brings security practices forward in the timeline while reducing duplication of efforts and improving real-time accountability. Success hinges on removing blockers, creating visibility and making sure collaboration is happening at every stage. In addition, encouraging input from different areas of the organization from the beginning and throughout development is vital for innovation.”

Read more insights from Ben Straub, Head of Public Sector at Atlassian.

 

Observability Speeds Zero Trust and Application Security

“In response to increasing cyberthreats, the government is speeding up the move to zero trust. This security model assumes that every user, request, application and non-human entity is not to be trusted until its identity can be verified. Zero trust principles require a layered defense that is more effective when rooted in observability. To develop an architecture that validates and revalidates every entity on the network, it is necessary to know what those entities are, how they’re communicating and how they typically behave so we can recognize deviations. Zero trust and observability technologies work together to create a more secure and resilient network environment by assuming that all requests for access are untrusted and continuously monitoring the network to detect and respond to potential threats.”

Read more insights from Willie Hicks, Public Sector Chief Technologist at Dynatrace.

 

The Role of a Service Mesh in Zero Trust Success

“For large companies and government agencies, it’s safe to assume that a committed attacker is already inside their networks. Executive Order 14028 mandates that every federal agency develop a Zero Trust architecture because it is the most effective approach to mitigating what attackers can do once they’ve made their way inside. What does Zero Trust look like at runtime? One of the key considerations is identity-based segmentation, which involves conducting five policy checks for every request in the system: encrypted connection between service endpoints, service authentication, service-to-service authorization, end user authentication, and end user-to-resource authorization.”

Read more insights from Zack Butcher, Founding Engineer at Tetrate and co-author of the NIST SP 800-200 series and SP 800-207A.

 

AI and the Journey to Secure Software Development

“By automating and optimizing DevSecOps workflows, we can still shift security left while relieving developers from the burden of some complex remediation. It begins with a workflow that leverages fully automated security scanning to rapidly identify vulnerabilities as well as providing suggested remediation for vulnerabilities and on-demand remediation training to educate developers on what they are getting into. The rapid evolution of artificial intelligence is making new advances possible. The opportunities go well beyond AI-assisted code creation. AI features are being expanded across the entire software development life cycle. When it comes to security, having AI assist by making code functionality clear or explaining a vulnerability in detail reduces the time required to remediate risk.”

Read more insights from Joel Krooswyk, Federal CTO at GitLab.

 

Scaling App Development While Meeting Security Standards

“The dream for any software development team is constant, stable releases. The faster teams get the work they’ve created into production, the faster the agency can derive value from that work. When app development is stymied by cumbersome security reviews and stability testing and by the need to wait for a deployment window, innovation is stifled and the return on investment is delayed. If agencies want to have efficient, value-driving software development teams, those teams must be able to move with agility. A trustworthy, scalable DevOps pipeline that brings together testing and security in a seamless way allows teams to push out new apps and improvements quickly so government employees and citizens can have a seamless digital experience and the most up-to-date tools and information.”

Read more insights from Kyle Tobener, Head of Security and IT at Copado.

 

Join us in-person for our must-attend DevSecOps Conference—an exciting day of exhibits, speaking sessions, and networking events. We look forward to showcasing new DevSecOps updates from our supporting panels featuring government, systems integrators, and industry thought leaders.

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

Accelerating Mission Success with Technology

The pandemic triggered disruptions to supply chains, workforce management and other daily government operations. Rather than abating, those challenges have continued to evolve. The war in Ukraine has brought new security concerns, and financial uncertainties have made it even more imperative for government agencies to be able to pivot quickly. Digital transformation is essential to meet such ever-changing, unpredictable demands. Flexible, cost-effective technology solutions enable government agencies to analyze data for better decision-making in areas as diverse as cybersecurity, public health and military operations. Investments in modern technologies have the added benefit of making government work more attractive to talented professionals with innovative ideas and a willingness to try new approaches. Such people are a crucial element of any digital transformation. Learn how you can rethink every aspect of operations in ways that spur innovation and advance the ability to respond to new challenges and opportunities as quickly as they arise in Carahsoft’s Innovation in Government® report.

 

How Connected Data Heals the Post-COVID Supply Chain

“Public-sector leaders need to think big, start small and scale fast. The best approach is to pick a chunk of the business that is consequential and show everyone incremental results. Executive buy-in is also important but sometimes comes later, after several bottom-up iterations that are so successful they are impossible to overlook. The National Telecommunications and Information Administration’s new grants portal is an excellent example. The end-to- end, FedRAMP-authorized system gives NTIA and its customers the digital tools they need to apply for broadband grant programs and support the government’s management of the projects funded with the grants.”

Read more insights from Maj. Gen. (Ret.) Allan Day, Ph.D., Vice President of Logistics/Sustainment of Global Public Sector at Salesforce.

 

Technology Expands Access and Reduces Public Health Service Challenges

FCW May Mission Success Technology Blog Embedded Image 2023“Digitization helps health workforce challenges as well as addressing the service backlog and supporting expanded access. Digital service delivery is far more efficient, freeing up clinician time to deliver health care in-person for patients who are unable or unwilling to access services digitally or when virtual encounters are not the most appropriate channel. And digitization done well provides rich, real-time data to better understand gaps and inequities and thus improve digital services and inform timely program and policy development.”

Read more insights from Karen Hay, Digital Transformation Leader of Global Public Health at Salesforce.

 

What the Talent Shortage in Aerospace and Defense Companies is Really Telling Us

“Quick wins are essential. Quick wins are the battles in the bigger war of transforming your organization. These are the smaller localized wins within business units outside of large enterprise changes. They become easy-to-understand success stories that give teams a taste of how a transformed organization can thrive. They are powerful social proof that leaders can use to educate and inspire.”

Read more insights from Mike Mulcahy, Digital Transformation and Strategy Development Leader for Global Public-Sector Aerospace and Government System Integrators at Salesforce.

 

How Digitizing Infrastructure Protects Against a New Generation of Cyberattacks

“Chicago’s 311 call center is an excellent example of transformation in action. It is the point of entry for residents, business owners and visitors to access information about city programs, services and events. Chicago 311 allows citizens to access that information without long hold times and with minimal impact on staff. Since its launch, Chicago 311 has become an essential resource for activities as varied as simple informational inquiries and requests for tree trimming and pothole repairs. More broadly, the service has shown how the right cloud platform can transform the traditional call center into a modern contact center that unlocks everything from back-office information to self-service capabilities across a single, secure and connected experience.”

Read more insights from Paul Baltzell , Vice President of Strategy and Business Development for State and Local at Salesforce.

 

Empowering Citizens Through Platform Investments

“CIOs are facing the challenge of how to modernize by using platform technology. Most have moved into the cloud, but modernizing with a platform is a new way of thinking. It means deciding which platforms to adopt and which use cases to build onto these platforms. Modernization means reducing the technology stack. When agencies choose the right platform, they benefit from the use cases that are already on it so they don’t have to start from scratch.”

Read more insights from Scott Brock, Vice President of Strategy and Business Development for State and Local at Salesforce.

 

How Technology Investments Can Help Close the Talent Gap

“A November 2022 memo from the Office of the Secretary of Defense confirmed the seriousness of the situation with respect to retention after return-to-work policies went into effect. Focusing on our nation’s cybersecurity priorities, the statement called for expanding the workforce through apprenticeship programs and other nontraditional means of closing the talent gap. There is a solution: with the right investment in technology and talent, leaders can manage through the current challenges and achieve a posture where positive change is a constant, iterative and accepted part of the landscape.”

Read more insights from Dr. Michael Parker, Vice President of Business Development at Salesforce.

 

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

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.

Making the Most of MultiCloud

Experts make a clear distinction between hybrid and multicloud environments. The General Services Administration’s MultiCloud and Hybrid Cloud Guide notes that a multicloud architecture reflects the deliberate integration of services from multiple cloud service providers. By contrast, a hybrid architecture integrates public cloud, private cloud and on-premises infrastructure.

In a recent pulse survey of FCW readers, 49% of respondents said their agencies rely on hybrid cloud environments that combine public and private clouds with on-premises systems, and 39% said their cloud environments were based on private clouds. Only 8% identified themselves as multicloud. Multicloud environments are the natural evolution of the government’s move to the cloud. As technologies become more targeted and sophisticated, it is clear that a single product cannot meet all agency needs. Multicloud represents a highly individualized, fluid approach to capitalizing on everything cloud has to offer. Regardless of where they are on their journeys, agencies continue to benefit from advances in cloud technology. That’s because the same spirit of innovation that gave rise to the cloud is giving rise to new solutions for securing and managing cloud environments. Learn how your agency can determine an optimal cloud strategy in Carahsoft’s Innovation in Government® report.

 

How the Mission Drives MultiCloud Success

IIG FCW MultiCloud JanFeb Blog Embedded Image 2023“For government agencies, security is a key consideration when adopting cloud technologies. The latest solutions can actually help agencies improve their security posture because of the specialized and deep focus that cloud providers bring to their mission of providing scalable and secure compute, network and storage infrastructure. At Google, we take a defense-in-depth approach to security and have over 1,000 professionals whose sole job is to ensure the security of our customers’ data and systems. They have made it their mission to prevent bad actors — whether people, companies or nation-states — from accessing customers’ data.”

Read more insights from Scott Frohman, Head of Defense Programs at Google Cloud.

 

Choosing the Right Cloud Tool for the Job  

“Adding multicloud environments into an agency’s IT portfolio does come with challenges. In particular, it can create complexity for security teams that must protect the agency’s identities, devices, data, applications and infrastructure. Traditional cybersecurity tools weren’t designed for multicloud environments, and it can be difficult to transition from existing tools to platform-specific and cloud-native ones, but doing so is essential for taking full advantage of cloud’s market-leading security capabilities.”

Read more insights from Jason Payne, CTO at Microsoft Federal.

 

Seamlessly Embracing a MultiCloud Environment

“Choosing the right cloud solutions can be a daunting task, but knowing what steps to take can significantly streamline the process. Agencies should begin by clearly identifying their business and functional requirements and considering their security needs. Doing so will make it possible to evaluate which cloud service provider (CSP) is positioned to offer the best capabilities for the best cost. Throughout the process, agencies should keep in mind that enterprise data is their single most important asset.”

Read more insights from James Donlon, Director of Solution Engineering for Government and Education at Oracle.

 

The Move to MultiCloud by Default  

“Automation is essential for multicloud management. Agencies can begin by automating activities and sharpening their skills in their own data centers. Once government IT professionals work with a platform to automate activities in the data center, they can then automate deployments to various clouds and make the process as efficient as possible. When automation is done correctly, agencies also give themselves the ability to move workloads smoothly between environments, whether they want to bring a workload back into the data center or move it to another cloud. The fact that the workload was built on an automation platform means agencies are already a step ahead when it comes to getting that deployment done and reaping the benefits of a multicloud environment.”

Read more insights from Adam Clater, Chief Architect of the North America Public Sector at Red Hat.

 

A Smarter Approach to Cloud Adoption

“The cloud-smart strategy is to migrate then modernize most workloads because the speed of cloud adoption and the consolidation of operating constructs is crucial. Such an approach also reduces costs, migration manpower and training burdens. In fact, most workloads can move to the optimized cloud of choice as-is if the right abstraction and workload management capabilities are employed. Once applications are in the cloud, they are easier to modernize.”

Read more insights from Jeremiah Sanders, Senior Transformation Strategist at VMware.

 

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

The Open Source Revolution in Government

Open source technology accounts for a significant portion of most modern applications, with some estimates going as high as 90%, and it is the foundation of many mainstream technologies. Its strength lies in the fact that a vibrant ecosystem of developers contribute to and continually improve the underlying code, which keeps the software dynamic and responsive to changing needs. Enterprise open source software further augments these community-driven projects by providing enterprise-grade support and scalability, while retaining the innovation and flexibility driven by the open source development model. By providing the best of both worlds, such solutions represent a powerful arsenal of tools for addressing government’s most pressing challenges. In a recent pulse survey of FCW readers, 93% of respondents said they were using open source technology. And more than half of respondents to FCW’s survey see open source as an integral resource for strengthening cybersecurity. That number reflects a positive trend toward a better understanding of open source software’s intrinsic approach to security. The power of enterprise open source technologies lies in a combination of collaboration, transparency and industry expertise. As agencies expand their use of such technologies, they maximize their ability to achieve mission success in the most secure, agile and innovative way possible. Learn how the combined power of community-driven innovation and industry-leading technical support is expanding the government’s capacity for transformation in Carahsoft’s Innovation in Government® report.

 

Why Open Source is a Mission-Critical Foundation  

IIG FCW Open Source Revolution November Blog Embedded Image 2022“Open source transforms the way agencies manage hybrid and multi-cloud environments. The most critical technology in the cloud, across all providers, is Linux. Everything is built on top of that foundation — both the infrastructure of the cloud and cloud offerings. Given the right partner, the promise of Linux is that it provides a consistent technology layer for agencies across all footprints, including multiple cloud providers, on-premises data centers and edge environments. From that foundation, agencies and their partners can build portable architectures that leverage other open source technologies. Portability gives organizations the ability to use the same architectures, underlying technologies, monitoring and security solutions, and human skills to manage mission-critical capabilities across all footprints.”

Read more insights from Christopher Smith, Vice President and General Manager of the North America Public Sector at Red Hat.

 

How Open Source is Expanding its Mission Reach

“The real power of open source technologies was revealed when they cracked the code on being highly powered, mission-specific, distributed systems. That’s how we are able to get insights out of data by being able to hold it and query it. Today, open source innovation is being accelerated by the cloud, and the conversation is still changing, with people now demanding that their open source companies be cloud-first platforms. Along the way, the open source technologies that start in the community and then receive a boost of commercial innovation have matured. The most powerful ones are expanding their ability to address more of the government’s mission needs. They are staying interoperable and keeping the data interchange non-proprietary, which is important for government agencies.”

Read more insights from David Erickson, Senior Director of Solutions Architecture at Elastic.

 

The Open Source Community’s Commitment to Security  

“A central tenet of software development is visibility and traceability from start to finish so that a developer can follow the code through development, testing, building and security compliance, and then into the final production environment. Along the way, there are some key activities that boost collaboration and positive outcomes, starting with early code previews, where developers can spin up an application for stakeholders to review. Other activities include documented code reviews by peers to ensure the code is well written and efficient. In addition, DevOps components such as open source, infrastructure as code, Kubernetes as a deployment mechanism, automated testing, and better platforms and capabilities have helped developers move away from building ecosystems and instead focus on innovation.”

Read more insights from Joel Krooswyk, Federal CTO at GitLab.

 

The Limitless Potential of an Open Source Database

“One of the most important elements of any database migration is ensuring that proper planning and due diligence have been performed to ensure a smooth and successful deployment. In addition, there are some key considerations agencies should keep in mind when moving to open source databases. It is essential to start with a clear understanding of the business case and objectives for adopting an open source approach. Agencies also need to decide how the database should function and what it should do to support their digital transformation. Then they must choose the optimal method to deploy the database.”

Read more insights from Jeremy A. Wilson, CTO of the North America Public Sector at EDB.

 

Modernizing Digital Services with Open Source

“A composable, open source digital experience platform (DXP) enables agencies to overcome those challenges. Open source technology is continuously contributed to by a community of developers to reflect a wide array of needs across organizations in varying industries and of varying sizes. A composable approach allows agencies to assemble a number of solutions for a fast, efficient system that is tailored to their needs. When agencies combine a composable DXP with open source technology, they have access to best-of-breed software and the ability to customize the assembly to suit their requirements. An enterprise DXP will enable agencies to achieve a 360-degree view of how constituents are engaging with their digital services and gain valuable data to understand how to enhance their experience. Finally, a composable, open source DXP provides a proactive approach to protecting against security and compliance vulnerabilities.”

Read more insights from Tami Pearlstein, Senior Product Marketing Manager at Acquia.

 

Creating Secure Open Source Repositories

“Protecting the software supply chain requires looking at every single thing that might come into an agency’s environment. To understand that level of visibility, I like to use the analogy of a refrigerator. All the ingredients necessary to make a cake or pie are in the refrigerator. We know they are of good quality, and other teams can use them instead of having to find their own. At Sonatype, our software equivalent of a refrigerator is the Nexus Repository Manager. A second aspect of our offering, called Lifecycle, allows us to evaluate the open source components in repositories at every stage of the software development life cycle. One piece of software can download a thousand other components. How do we know if one of those components is malicious?”

Read more insights from Maury Cupitt, Regional Vice President of Sales Engineering at Sonatype.

 

Better Data Flows for a Better Customer Experience

“A more responsive and personalized customer experience isn’t much different from the initial problem set that gave birth to Apache Kafka. When people interact with agencies, they want those agencies to know who they are and how they’ve interacted in the past. They don’t want to be asked for their Social Security number three times on the same phone call. They also expect that the information or service they receive will be the same whether they are accessing it over the phone, via a mobile app and on a website. To elevate the quality of their service, agencies must be able to stream information in a low-friction way so different systems are consistent with one another and up-to-date at all times, regardless of the communication channel an individual uses. President Joe Biden’s executive order about transforming the federal customer experience is based on this capability. The most successful companies across industries have figured out how to do it, and for the most part, they’ve done it with open source software.”

Read more insights from Jason Schick, General Manager of Confluent US Public Sector.

 

An Open Source Approach to Data Analytics

“For the past 40 years, agencies have used data warehouses to collect and analyze their data. Although those warehouses worked well, they were limited in what they could do. For instance, they could only handle structured data, but by some estimates, 90% of agencies’ data is unstructured and in the form of text, images, audio, video and the like. Furthermore, proprietary data warehouses can show agencies what has happened in the past but can’t predict what might happen in the future. To achieve the government’s goal of evidence-based decision-making, agencies need to be able to tap into all their data and predict what might come next.”

Read more insights from Howard Levenson, Regional Vice President at Databricks.

 

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

A New Era in Government Cybersecurity

Securing government systems was a complex undertaking even before the pandemic. In response to that crisis, agencies rapidly deployed cloud technology, mobile devices and collaboration tools for remote employees — and added new vulnerabilities and IT management challenges to an already long list of cybersecurity priorities. Malicious actors have taken note of the new opportunities and continue to mount increasingly sophisticated attacks on government systems and critical infrastructure. To keep pace with those risks, government teams need multifaceted yet holistic strategies that address a wide range of threats to network endpoints, identity and access management, and data. In addition, agencies must strike the right balance of productivity and security for a mix of on-site and remote employees — a key concern of 75% of the respondents to a recent FCW reader survey. Fortunately, zero trust has been gaining traction because of its ability to address key challenges related to identity management, endpoint security and data protection. Interest in zero trust has skyrocketed thanks to a mandate in the Biden administration’s 2021 Executive Order on Improving the Nation’s Cybersecurity. But although zero trust can play a key role in ensuring that only authorized users have access to IT systems and data, it doesn’t always protect against human mistakes. In addition, security responsibilities have crossed traditional internal boundaries, and agencies are finding that they need to unify the priorities of security teams and mission owners. Learn how agencies can continue to evolve cybersecurity architecture and strategy, given the increased attack rate and creativity of malicious actors in Carahsoft’s Innovation in Government® report.

 

The Power of Real-Time Cyber Intelligence  

“Government agencies are realizing that if they are going to mitigate cybersecurity risks and respond to breaches more quickly, they need access to real-time operational intelligence. However, they also recognize that their security products and intelligence sources must be readily integrated. A security operations center (SOC) can’t function when it has 50 products that don’t talk to one another and whose data can’t be easily fused and normalized. Many organizations try to manually corroborate a notable  security event with other data, such as external threat intelligence, feedback from an endpoint detection and response platform, or information from the Department of Homeland Security. A manual process is slow, inefficient and ultimately doomed to failure.”

Read more insights from Splunk’s chief cybersecurity advisor for public sector, Paul Kurtz.

 

Treating Identity as Critical Infrastructure  

“Agencies can assess the state of their identity infrastructure by continually asking whether they are delivering the right capabilities to their employees, the public and other customers and whether they are doing so in a way that matches how people live and work today. We all have high expectations for capabilities and usability because of our daily interactions with smartphones. We’re used to conducting our business quickly and efficiently, and agencies should likewise be building enterprise systems that support the fast and efficient delivery of government services. Furthermore, agencies should build those systems with a line of sight to the future.”

Read more insights from Okta’s federal chief security officer, Sean Frazier.

 

IIG FCW Cybersecurity September Blog Embedded Image 2022The Importance of Future-Proofing Cybersecurity  

“Access control through multifactor authentication is an important aspect of both directives. The combination of username and password is not sufficient to secure access to IT systems. Agencies also need to deploy strong multifactor authentication that relies on some type of hardware- or software-based token for granting access to the environment and then to the data. Furthermore, the White House executive order mandates the protection of data through encryption not only when it is at rest but also when it is moving to and from the network edge and beyond.”

Read more insights from Thales TCT’s deputy CTO, Gina Scinta.

 

The Game-Changing Nature of Cyber Resiliency

“The COVID-19 pandemic prompted the largest modernization effort the government has ever seen. However, in addition to the many benefits of that modernization, hybrid work environments have added an ever-growing number of endpoints and created new identity-based vulnerabilities for attackers to exploit. Agencies can be more strategic in their approach to endpoint security by focusing on cyber resiliency. Although the term has been around for several years, it has been emphasized recently by the National Institute of Standards and Technology (NIST).”

Read more insights from SentinelOne’s vice president of federal sales, Todd Helfrich.

 

 Galvanizing Agencies into Action on Cybersecurity

“The Executive Order on Improving the Nation’s Cybersecurity has spurred agencies to modernize the way they protect IT systems and data. Now there is a shared commitment to the steps that IT leaders should take, and agencies have been galvanized into action. For example, zero trust was mostly just a buzzword for agencies prior to the executive order, and now it is something that federal agencies are seriously exploring. They’re going beyond reading whitepapers to asking for vendor demos and testing ideas.”

Read more insights from Cribl’s senior director of market strategy, Nick Heudecker.

 

Aligning Your Digital Collaboration to Zero Trust

“Guest access provides people outside your organization access to content inside your M365 workspaces (i.e., Teams, SharePoint and Groups). A health care-focused agency could use guest accounts to collaborate with grantees and their site staff or academic researchers. A defense-focused agency could use guest access to coordinate with local law enforcement to plan incident response or correspond about special event planning. Despite the benefits, agencies need policies and reporting when using features like guest access to ensure your information stays protected.”

Read more insights from AvePoint’s director of federal strategy for public sector, Jay Leask.

 

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

Harnessing the Power of Cloud Technology

During the pandemic, government employees shifted to remote work, and the demand for digital services skyrocketed. To meet those needs, agencies turned to the cloud. The experience gave them a taste of how essential the technology is to modernization efforts. In a recent survey of FCW readers, 87% of respondents agreed with the statement that cloud technology is a foundation for modernization at their agencies. The shift to cloud-based systems often requires a corresponding shift in budgets, employee skill sets and IT management techniques. When asked what steps would enable broader use of cloud technology at their agencies, 79% of FCW respondents said revamping their approach to managing a mix of on-premises and cloud-based systems. One solution is hybrid environments, which blend in-house legacy systems with cloud services, while multi-cloud environments are spread across many cloud platforms and providers. Hybrid environments will likely be the reality for most agencies. In a recent NASCIO survey, 89% of respondents said hybrid cloud was their ideal cloud state. Learn how your agency can determine an optimal cloud strategy in Carahsoft’s Innovation in Government® report.

 

Cloud’s Unprecedented Capacity for Innovation

“To make data-driven decisions, an agency needs to be able to access its data without concern for capacity constraints based on recent storage and compute contracts. Public cloud services can offer unprecedented scale and speed, and a cloud provider like Google can help government ingest data, and compute as necessary to answer complex analytics questions in real time. Some of our customers have stored tens of petabytes of data in Google Cloud’s serverless, cost-effective multi-cloud data warehouse, BigQuery. Analysts decide what questions they should ask and BigQuery will determine how much computing is necessary to consume it on demand – all without having to manage or configure the underlying infrastructure and services.”

Read more insights from Google’s Head of Customer Engineering for Federal Civilian Agencies, Andy Murphy.

 

Why Cloud is the Best Path for Modernization

“Accommodating demands to boost engagement while enabling remote collaboration is a complex challenge. At Microsoft, we think about collaboration as an operating model of people, places and processes, and we’re developing capabilities based on the recognition that each dimension has its own nuances, strengths and weaknesses. For example, when cloud technology is combined with the zero trust-based security approach required by the executive order, it facilitates collaboration among government employees by granting access and participation based on identity, physical location and/or the device they’re using.”

Read more insights from Microsoft Federal’s CTO, Jason Payne.

 

Maximizing Mission Success with the Cloud

IIG FCW Cloud Tech August Blog Embedded Image 2022“Most agencies operate hybrid environments that combine on-premises systems with cloud platforms and services. However, there are challenges associated with that approach. Hybrid environments require the ability to manage a diverse set of technologies, tools and operating models and to integrate workloads, applications and services across clouds and on-premises systems. A hybrid cloud environment also changes the traditional security boundary and introduces new vulnerabilities related to the nature of off-premises managed services and the unique attributes of cloud, which include ephemeral services and API-driven, software-defined everything. Fortunately, advanced cloud-based cybersecurity solutions are helping agencies move to zero trust architectures by shifting security services from primary data centers to edge locations to enable rapid analysis and a stronger security posture.”

Read more insights from Peraton’s Vice President of Cloud and Application Services, Gary Wang, and Cloud Architect and Expert on Public Cloud Products for the U.S. Public Sector, Bob Ferrari.

 

How to Build an Open Hybrid Cloud Ecosystem

“When agencies have a strong cloud environment, they can leverage open source solutions to achieve key modernization goals, such as improving digital services and making better use of data. That’s because open source is at the heart of all innovation. For the past 20-plus years, open source has been where leading technologists first experiment with new ideas that often become enterprise products. Companies like Red Hat and cloud providers such as AWS, Microsoft and Google begin new projects by working upstream in the open source community and making broadly shared contributions to the Linux Foundation, the Apache Software Foundation and the Cloud Native Computing Foundation. Red Hat Enterprise Linux, for one, is the world’s leading enterprise Linux platform that is fully built on open source software. The open source community is also contributing to agencies’ ability to comply with the Executive Order on Improving the Nation’s Cybersecurity and the government’s zero trust security initiatives.”

Read more insights from Red Hat’s North America Cloud GTM Lead, Tres Vance.

 

Robust Databases for Modern App Development

“Cloud computing has the ability to scale on demand to support modern application development and meet user demands quickly in a secure environment. That’s why we created Atlas for Government, an independent environment of our flagship cloud product MongoDB Atlas. Atlas for Government allows federal, state and local governments to build and iterate faster using a modern database-as-a-service platform. Our innovative approach gives agencies the versatility they need to modernize legacy applications and support the unique requirements and missions of the U.S. government — in a fully managed and secure environment.”

Read more insights from MongoDB’s Sales Director, Jennifer Hayes.

 

Adopting Zero Trust Data Security in the Cloud

“On the National Association of State CIOs’ 2022 list of its members’ top priorities, cybersecurity is in the first slot, followed by citizen experience. Those two go hand in hand. When a school is hacked and its data stolen, that school will likely be forced to close for days. When a department of corrections is hit with a ransomware attack, it will be in lockdown. And when a public health department’s systems are breached, it will be unable to provide vital services. Those are real-world examples of impacts that are happening across the country, and they illustrate why government agencies can’t wait until tomorrow to address these vulnerabilities. CIOs, chief security officers and IT directors at all levels of government know they need to do something today because they are vulnerable every minute until they do. At Rubrik, we focus on simplifying the protection of data in the cloud while keeping the citizen experience up and running.”

Read more insights from Rubrik’s Vice President and Head of State, Local Government and Education, Jared Vichengrad.

 

Three Key Goals for Modern IT Environments

“To take full advantage of cloud-based technological advances, agencies must address their legacy IT. In fiscal 2022 to date, the federal government has spent roughly $83 billion on IT, as reported on ITDashboard.gov. A third, or roughly $34 billion, has been spent on the operation and maintenance of legacy IT systems. The rising cost of maintaining legacy IT crowds out investments in newer cloud-based systems that can better serve citizens and federal workers. Mission-critical legacy applications, technologies and services also have many other dependencies that make modernization difficult. Those dependencies exist in the source code and runtime platforms, leveraging specific databases and using data in proprietary formats. Additionally, agencies have unique processes to manage these applications or services and specialized employees. Simply ripping and replacing mission-critical legacy systems is not an option, so successfully modernizing legacy IT requires addressing those issues.”

Read more insights from Micro Focus Government Solution’s Public-Sector CTO, Kevin Hansen.

 

A Proactive, Automated Approach to Security

“First, cloud dramatically reduces the time it takes to go from the conception of an idea to production. There are no data center build-outs, no equipment purchases, no months-long planning cycles. With cloud, new technologies can be tested almost instantly. Second, cloud providers offer a nearly infinite selection of tools and applications that are readily available on demand. Third, it may not be universally true that cloud costs less, but when it’s managed right, it absolutely should cost less than on-premises systems. Although cloud technology presents agencies with a tremendous opportunity, trying to manage the extended enterprise as it expands into and across the cloud will require a proactive approach to monitoring and security.”

Read more insights from Oracle’s Director of Solution Engineering, James Donlon.

 

Data Protection in Hybrid Cloud Environments

“Colonial Pipeline’s situation is something of an anomaly because one study showed that 96% of companies with a trusted backup and disaster recovery plan were able to survive ransomware attacks. However, only 31% of organizations test their disaster recovery plans, which is crucial to ensure that agencies understand the steps involved and can respond effectively in a crisis. Therefore, agencies should choose data protection solutions that include the ability to conduct automated disaster recovery rehearsals on a regular basis. The key to any disaster recovery solution is automation. Without automation, a timely wide-scale recovery is not achievable. Agencies should also be aware that many commercial solutions were born in the enterprise data center and run on architectures that do not support autonomous solutions that scale up or down based on the client’s demand.”

Read more insights from Veritas’s Director of Sales Engineering for Public Sector, Mike Malaret.

 

Providing a True Mac Experience in the Cloud

“People enjoy the Mac experience and are using more and more macOS-based tools, but they often don’t have remote access to Mac hardware for their jobs. As agencies continue to provide support for remote workers, they must consider how to provide access to Macs for the employees who rely on them for development, design or general office use. Some IT teams set up a physical Mac in a data center and create a network to attach to it, but creating remote access to a machine that’s far away makes it hard to fix problems when they arise. Instead, MacStadium has developed purpose-built technologies that create cloud-based Mac desktops. Cloud Access delivers high-performance remote desktop experiences from the MacStadium cloud to any device. And this year, we are adding Orka Workspaces, which enables high-performance desktop access to cloud-hosted macOS resources via a browser from any workstation or device. Those scalable, flexible technologies can be pushed out on demand to achieve a true Mac experience.”

Read more insights from MacStadium’s Senior Vice President and CTO, Chris Chapman.

 

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

Modernizing Your Agency to Improve Customer Experience

What is Customer Experience within the Government?

In 2022, the Federal Computer Week (FCW) and Carahsoft joined to create the Government Customer Experience and Engagement Summit. This compilation of government-focused sessions included twelve keynotes, panels, and presentations that discussed data, personalization, executive orders, technology, and acquisition within the lens of improving customer service in the federal sphere. Customer experience is a vital part of federal services, as the government exists to serve the people. As a result, it is the job of federal, state and local agencies to continually strive for enhanced customer service. Customer experience can be examined from two primary points of views. First, from a broader perspective, where the government must work to provide customers with accessible and fulfilling facilities. Second, from an internal perspective, where the government must ensure that its staff are properly equipped to efficiently aid customers. Ultimately, improved customer experience can be fulfilled when technology is used in agencies to adapt them to a modern realm.

Technology Paving the Way in Stellar Customer Experience

In a world where technology is integrated with nearly every facet of life, the government must accurately and efficiently utilize technology to improve technological access to services. One important initiative is maximizing mobile services. Since a large portion of the government audience accesses features through mobile devices. This audience segment can include younger customers or those who are on-the-go. However, as culture shifts towards an increased usage of technology with instantaneous access, the public’s desire to navigate government services on mobile devices will increase. Platforms with both mobile and desktop accessibility and security features are prime examples of tools that federal, state, and local can utilize to help customers gain quick access to information. Services that bridge the digital divide between hardware not only unite a wide range of customers but can easily bring government providers and customers together. Other helpful services include government websites like Login.gov. This website aims to provide information on government services in a readily accessible way. Login.gov is on track to be used by the IRS for broader authentication, making it a secure hub for all users.

Carahsoft CX Summit Series Blog Embedded Image 2022A second important initiative is the Technology Modernization Fund (TMF), a government action plan intended to provide funding to accelerate technology projects in federal agencies, which has a resource pool of millions of dollars. The TMF will support specific investments and projects benefitting multiple agencies, address shared problems and increase education on technological prowess. However, even if an agency is not accepted by the TMF for additional funding, employees within the TMF and General Services Administration still hope to help agencies gather resources and learning connections with other government agencies. Ultimately, its goal is to support every agency in gaining resources and connections to improve their technology and better serve government customers.

Modernizing Customer Service

Customer service methods and services must be adapted to solve modern world challenges. Within federal, state and local governments, if a service is not helpful for its intended user group, the customer experience will remain suboptimal. Therefore, it is imperative that employees implement projects with competence that understand their customers’ needs and gain consumer trust.

To improve customer experience, agencies must ensure they are working with customers with an emphatic and diverse lens, so that every individual’s goal is met. Part of this goal includes focusing on a broader, more simple solution. Since it is inefficient for the government to aid every single customer individually, agencies must focus on providing a unilateral, standardized solution that adequately addresses the variety of diverse scenarios.

When modernizing the process in this way, agencies have several questions to considered to optimize the work process both digitally and in-person:

  • What problem needs to be solved?
    • Which tool(s) best fits that need?
    • What structure works best?
    • What acquisition style works best?
  • What steps can we take to improve workflow?
  • How can we deliver solutions in the swiftest way possible?
  • How can agencies broaden their solutions to aid more of the general public?

Utilizing a straightforward portfolio with government employees will help organize efforts online and in the office. In creating an efficient modernization process, the internal workforce will provide more optimal tools for the customer base. After considering the diverse customer base and modern environment, this strategy will greatly improve customer experience.

Customer Experience in the Modern World

Ultimately, federal agencies must figure out how to meet the needs of government customers to deliver the best possible experience for them. To do this, agencies must take into account the wide and varied needs of their consumer base. Between a diverse customer base, encompassing technology, and a modern workforce, federal, state and local governments can maneuver their services to provide an exceptional customer experience.

 

View the Government Customer Experience and Engagement Summit sessions to learn more about interpreting customer data and implementing modern technology to enhance agency customer service.