Transforming Public Services: A Digital Approach to Efficiency and Trust

Posted on by Josh Green

Since the founding of the U.S. Government Accountability Office (GAO) in 1921, efficiency has been a focus of the Federal Government. According to the legislation, the GAO aims to provide “greater economy and efficiency in the conduct of public service” and has been integral in the effort to aid our Government to do more with less. Today, this mission continues with the adoption of modern technologies to expand Government outreach. The adoption of modern technology allows for increases in interactions such as website visits, applications for services and public outreach. The hope is that building on these foundations of new technology will meet and improve public expectations (Pew Research).

Designing Trusted Digital Services

Today’s digital world has brought about a rising set of expectations from the constituents that public agencies work with. People now expect their Public Sector experiences to be on par with their favorite online retailers. This is likely why digital services are a priority of both the “America by Design” Executive Order and State CIOs (NASCIO 2025). To meet these expectations and create trusted services, Government websites need their digital offerings to be intuitive, personalized and responsive to the needs of every user. Making every interaction count is what is important. Everything from the smallest information request to the most complex, multi-year service transactions should be built with the user in mind. These user-centered designs can ensure that agencies construct the kinds of welcoming, trusted experiences that users want.

The potential for citizens to interact with their Governments in the digital space is limitless, and creating personalized content is pivotal to meeting those expectations. Trusted, engaging experiences are built on equal pillars of data, content and meaningful delivery. However, they begin with a modern foundation to meet the demands necessary for true personalization.

Technology and Workforce Modernization

Modernization is about streamlining outdated processes that have long hindered efficiency. Many Government websites still struggle with outdated designs and inconsistent content, yet the website of a Government agency is often the first point of contact for constituents seeking information or services. Therefore, the America by Design EO requires agencies to “prioritize improving websites…that have a major impact on Americans’ everyday lives” (Executive Order). With a well-designed website that is easy to navigate, constituents can quickly find the information that they need.

After agencies inform constituents about services, they must enroll them in the appropriate ones. Enrollment processes have traditionally been slow and time-consuming, often relying on paper-intensive systems. To reduce administrative burdens and improve data collection accuracy, agencies must transition from manual, paper-centric workflows to digital tools. When employees aren’t bogged down by administrative cleanup work, they have more time to work on tasks that make a bigger impact on their agencies’ missions.

This means that modernization is also about enabling the workforce to adapt to this new digital foundation. Efficiency here involves enhancing communication between employees, aligning project tasks with agency goals and providing transparency into this progress. Agencies that foster a culture of collaboration and trust in their workforce will see that workforce more empowered to deliver efficient results that align better with overall goals.

Looking Forward

Today, efficiency has expanded beyond the scope of the GAO itself and has been integrated into nearly every aspect of the Public Sector and how residents think about it. By prioritizing intuitive, personalized and efficient digital services that meet public expectations, agencies can increase trust in our Government.

Check out this on-demand webinar series to learn how Adobe’s digital experience solutions can help your agency modernize public services, digitize internal workflows and accelerate content delivery, while ensuring compliance and protecting sensitive data.

How “America by Design” Will Transform Federal Services

Posted on by Tiffany Goddard

Consistent, accessible design allows customers to easily access and navigate Federal services.

The recent executive order (EO), “Improving Our Nation Through Better Design,” aims to modernize and improve the visual presentation of digital and physical Federal Government services.

Facilitated by a new Chief Design Officer and National Design Studio (NDS), this initiative aims to reduce duplicative costs, utilize standardized designs to enhance trust in high-impact service providers (HISPs) and improve the quality of experiences across the nation.

A New Executive Order for Digital Excellence Across the Federal Government

The EO establishes the initiative “America by Design,” which aims to modernize and improve the visual presentation and usability of Federal Government services. The initiative seeks to address the costly maintenance of legacy systems while dramatically enhancing the user experience (UX). This action plan will be facilitated through the new position of Chief Design Officer in the White House’s NDS. The Chief Design Officer will coordinate with thought leaders, researchers and design experts to implement standardized, aesthetically pleasing design solutions across both Federal websites and physical services. It is recommended that agency heads consult with the Chief Design Officer to implement the America by Design standards in their respective agency. Results must be delivered by July 4, 2026. While the NDS is a temporary creation that will terminate in three years, the design standards implemented will have an enduring impact.

Why Design Matters in CX

The recent initiative ensures Government-wide compliance with Federal policies, such as the 21^st Century Integrated Digital Experience Act (IDEA), which laid out requirements for digital services, and the U.S. Web Design System (USWDS) code, a visual style guide for Government websites. Together, these standards aim to reduce duplication, minimize customer support needs and improve the overall interoperability of systems. Standardized, accessible design improves customer experience (CX) and reduces costs.

Customer-focused design promotes standardization across Federal websites, maintaining consistency and compliance with the USWDS code. Standardized web designs increase efficiency and trust, as users recognize and find confidence in navigating across Federal spaces. These design standards also aim to replace legacy systems, which are costly, bog down users and erode efficiency in Government services. Overall, improved design correlates to operational efficiency, cost savings and service effectiveness.

The EO marks a pivotal modernization moment for CX. By creating standards for a seamless, customer-first experience, Improving Our Nation Through Better Design champions service excellence through design that is consistent, aesthetically pleasing and accessible.

Carahsoft and its partners are equipped to connect agencies with the latest compliant technology for CX and design. To learn more about the solutions that can help your agency achieve the requirements detailed in this recent EO, check out Carahsoft’s Website Modernization and Mobile Enhancement Solutions. To revisit the 21^st Century IDEA and the US Web Design System initiatives, read our past blogs, Government Experience: Modernizing Websites and Enhancing Federal Customer Experience with Digital Transformation. Take our quiz to identify the CX technology solution area that can enhance your Government customer experience delivery.

Executive Order on Advancing AI in Education: What Government and Education Leaders Need to Know

Posted on by Tim Boltz

The recent Executive Order-14277 promotes the inclusion of artificial intelligence (AI) in education and is a significant step toward preparing America’s youth for an AI-driven future. Signed on April 23, 2025, this directive establishes a comprehensive framework for integrating AI literacy and proficiency across the educational landscape.

As schools explore the benefits of AI, Carahsoft and our partners are here to guide and support their journey. Here are the takeaways that we found most important from the recent Executive Order.

Task Force on Artificial Intelligence Education

At the center of this Executive Order is the establishment of a White House Task Force on Artificial Intelligence Education. This cross-agency Task Force is chaired by the Director of the Office of Science and Technology Policy, and features executives from various offices and departments, such as the Director of the National Science Foundation (NSF), the Special Advisor for AI and Crypto and the Secretaries of Agriculture, Labor and Education. The Task Force will coordinate Federal efforts to promote AI in education and implement the policy initiatives outlined in the order.

These include:

Promoting AI literacy in the workforce and education

Training educators in AI usage

Integrating AI into early education

Creating an AI-ready workforce

This coordinated approach underscores the Federal Government’s commitment to ensuring students develop the skills necessary to thrive in an increasingly AI-driven economy and society.

Initiatives for Enhancing K-12 AI Education

With this Executive Order, schools are encouraged to establish partnerships with leading AI industry organizations, academic institutions and nonprofit entities to develop online resources that will teach K-12 students foundational AI literacy and critical thinking skills. Partnerships will be awarded on a rolling basis, with resources expected to be ready for classroom use within 180 days of the first announced partnerships.

Additionally, within 90 days of the new Executive Order, the Task Force will establish plans for the Presidential Artificial Intelligence Challenge. This challenge celebrates student and educator achievements in AI, fostering collaboration between Government, academia and industry organizations, such as Varsity Tutors, which empowers students through its AI-powered adaptive learning platform, as well as its ability to recommend personalized tutors.

Prioritizing Teacher Training and Professional Development

Recognizing that effective AI education depends on well-prepared educators, the Executive Order directs the Secretary of Education to prioritize AI in discretionary grant programs for teacher training, authorized by the Elementary and secondary Act of 1965. This includes professional development focused on:

Reducing time-intensive administrative tasks

Improving teacher training and evaluation

Integrating AI fundamentals across all subject areas

Providing specialized training in computer science

AI can reduce the burden on teachers by aiding with management. Platforms such as Degree Analytics and Education Analytics both utilize AI and machine learning to analyze student communications and engagement and provide reports to improve student performance and retention. Gaggle can help by alerting educators and parents of potential safety concerns with social media posts and other student communications, aiding educators in managing students.

Additionally, the NSF is directed to prioritize research on AI in education and create teacher training opportunities that help educators effectively integrate AI-based tools in classrooms. There are a wide variety of AI-based tools for educators to choose from. Nuventive, for example, offers performance improvement platforms with AI-powered analytics for strategic planning in education. YuJa integrates AI for video captioning, analytics and engagement tools, and Turnitin helps educators detect plagiarism and writing patterns. PowerNotes, Docebo and Instructure (a Canvas platform) all feature organizational and learning enhancements for students. Docebo and Instructure (a Canvas platform) all feature organizational and learning enhancements for students.

The Executive Order extends beyond K-12 education to address workforce development through AI-related Registered Apprenticeships. The Secretary of Labor is directed to increase participation in these programs by establishing specific growth goals with existing discretionary funds in order to support the creation of nationwide program standards.

Building an AI-Ready Workforce Through Apprenticeships

States and grantees are also encouraged to use Workforce Innovation and Opportunity Act (WIOA) funding to support AI-based learning opportunities. This component of the Executive Order creates significant potential for collaboration between education institutions, Government agencies and industry partners to develop comprehensive AI workforce development pathways. Some industry partners who have already begun integrating AI for workforce development initiatives are Education Technology, Services and Research (EAB), which uses AI to support student success, and YouScience, which maximizes student success by using AI to analyze a student’s interest and aptitudes and match them with academic pathways.

The Path Forward

Educational institutions and Government agencies seeking to capitalize on the opportunities laid out in Executive Order “Advancing Artificial Intelligence Education for American Youth” should begin planning now. Industry tie-ins can enhance education and learning, such as Udemy, which offers content recommendations and delivers AI course content, Invoke Learning, Inc., which leverages AI and data science to improve student outcomes and institution decision-making and Impero Software, which offers AI monitoring features for safeguarding and classroom management. Industry aid can go beyond K-12 education, too. Element451, for example, promotes student engagement and enrollment management in higher education.

Carahsoft and our ecosystem of technology partners are ready to support this national effort to prepare America’s youth for an AI-driven future. Through our extensive contract vehicles and specialized AI solutions designed for educational environments, we provide the tools and expertise needed to implement the vision outlined in this landmark Executive Order.

To learn how Carahsoft can help your organization implement the vision laid out in the Executive Order on Advancing AI Education, visit our comprehensive portfolio of AI solutions and discover how our trusted vendors can accelerate your institution’s AI-education initiatives today.

Critical Infrastructure in Cybersecurity: Innovation for the Transportation Sector

Posted on by Alex Whitworth

In 2021, the presidential administration passed the National Security Memorandum on Improving Cybersecurity for Critical Infrastructure Control Systems, aiming to bolster the cybersecurity posture of critical infrastructure in the United States. Various agencies, such as the Transportation Security Administration (TSA), Department of Transportation (DOT) and the Cybersecurity Infrastructure Security Agency (CISA), have been working to continuously improve the security of the transportation sector, which oversees the movement of people and goods across the country.

The Transportation Sector

Within the transportation sector, initiatives have been taken to help fund cybersecurity improvements in an array of subsectors. The transportation sector includes:

Aviation: Approximately 450 commercial airports, 19,000 airfields, air traffic control systems, heliports, landing strips, joint-use military airports, sea plane bases, manned and unmanned recreational aircraft and flight schools^[1]
Highway and motor carriers: Managing roadways, bridges, tunnels and commercial vehicles such as motorcoaches and school buses traffic management systems
The maritime transportation system: Approximately 95,000 miles of coastline, 361 ports and over 10,000 miles of navigable waterways
Mass transit and passenger rail: Terminals, operational systems, transit buses, monorails, trolleys and rideshares
Pipeline systems: Carriers of natural gas, hazardous liquids and various chemicals
Freight rail: Major carriers, smaller, active railroads, freight cars and locomotives
Postal and shipping: Regional and local couriers, mail management firms, charters and delivery services^[2]

Security Directives

Due to persistent threats to the cybersecurity of critical infrastructure, including the transportation sector, the TSA issued multiple security directives for various transportation types, including railways and pipelines. These new directives require agencies to develop approved implementation plans that will help improve cybersecurity resilience, proactively assess the effectiveness of cybersecurity measures and prevent the deterioration of infrastructure.

The directive also requires that entities regulated by the TSA proactively work to implement amendments in the directive, including to:

Develop network segmentation policies so that Operational Technology (OT) can continue working, even when compromised
Prevent unauthorized access to critical infrastructure systems by enabling control access measures
Identify vulnerabilities and implement security patches for operating systems, applications, drivers and firmware to reduce the risk of exploitation
Detect malicious software and unauthorized access on Information Technology (IT) or OT systems and report designated incidents to CISA
Isolate infected systems from uninfected systems to limit the spread of malware, deny further access and to preserve evidence of compromise^[3]

A similar initiative, introduced by the DOT in 2022, aims to improve security awareness amongst employees. All DOT network users are required to complete the DOT’s Security Awareness Training, which is inspired by various federal requirements and the DOT Order on Department Cybersecurity Policy. The training measures employees’ knowledge in cybersecurity, including password and PIN protection and basic security for information systems.^[4]

By striving to improve the security posture of the transportation sector, the TSA, DOT and CISA endeavor to protect the safety of the nation.

Cybersecurity Funding for the Future

The DOT has also introduced measures to improve the national security posture. To leverage funding from bipartisan infrastructure, the U.S. Transportation Secretary Pete Buttigieg announced up to $45 million in grants for various University Transportation Centers (UTC). These grants will be utilized to improve the cybersecurity resilience of agencies affiliated with roads, bridges, rail, shipping and airspace. One of these grants will go to Clemson University to lead a consortium focused on cybersecurity research and development. Another of these grants will go to Prairie View A&M University to improve technology in the transportation system, including data related to artificial intelligence and environmental resilience.^[5]

Ever since the Colonial Pipeline attack of 2021, as well as other attacks on the cybersecurity of critical infrastructure of the United States, various agencies have done their part to improve the nation’s security. Through CISA’s hard work to create cybersecurity guidelines and cross-sector performance goals and the Federal Government’s generous grants, the nation’s critical infrastructure is postured to increase security and resolve potential crises.

This blog is the final installment in our four-part series, which examines cybersecurity initiatives inspired by The White House’s National Security Memorandum. The first three parts covered the basics of critical infrastructure cybersecurity, an overview of the Water and Wastewater Sector, and an overview of the Electric and Utility Sector.

To learn more about how agencies can bolster their cybersecurity efforts within critical infrastructure, visit Carahsoft’s Cybersecurity Solutions Portfolio.

Resources:

[1] “National Infrastructure Protection Plan,” Transportation Systems Sector, https://www.dhs.gov/xlibrary/assets/nipp_transport.pdf

[2] “Transportation Systems Sector,” Cybersecurity and Infrastructure Security Agency, https://www.cisa.gov/topics/critical-infrastructure-security-and-resilience/critical-infrastructure-sectors/transportation-systems-sector

[3] “Security Directives and Emergency Amendments,” Transportation Security Administration, https://www.tsa.gov/sd-and-ea

[4] “FY 2022 Department of Transportation Security Awareness Training,” Federal Motor Carrier Safety Administration, https://www.fmcsa.dot.gov/safety/fy-2022-department-transportation-security-awareness-training

[5] “U.S. Department of Transportation Funds Innovative Research Providing Vital Training for Next Generation of Transportation Leaders,” U.S. Department of Transportation, https://www.transportation.gov/briefing-room/us-department-transportation-funds-innovative-research-providing-vital-training-next

Make Invisible Talent Visible

Posted on by Kelley Steven-Waiss

With strengthening and empowering the Federal workforce as a key tenant of the President’s Management Agenda, the critical need for people with cybersecurity skills and an aging workforce, now is the time for government to re-evaluate how it looks at the skills of employees. Moving to a data-driven talent strategy allows agencies to match the right people to the right work at the right time which also enhances that employee’s experience and engagement with their work.

Progression not Promotion

The first step is realizing that skills are not a title. For too long, career success has meant moving up GS levels or in title. A change in title does not necessarily mean being exposed to new experiences, gaining new skills or even gaining responsibility. The growth that comes with new challenges is what keeps employees fulfilled. That can happen when employees move into positions across an organization. Sideways needs to be the new up – not just for the growth of employees but for the mission achievement of government.

Keep Talent in Government

People enter public service because they have a tie to the mission. They want to work for that organization with a line of sight toward that mission. They do not leave because they stopped believing in the mission, they leave because they have not been given an opportunity to grow and develop. Research shows that one third of millennials and Gen Z workers leave a job because they did not see an opportunity to grow their career.

Talent sharing across agencies is a concept whose time has come. Government employees need to see career path options outside of their current organization. Where can their skills make an impact in another office or agency? Seeing a growth path will keep the talent within the government ecosystem rather than losing them to good commercial companies.

Diversify the Workforce You Already Have

A data-driven approach can go a long way in driving out bias and growing equity. Across government there are many opportunities for people to get involved in steering committees, pop-up projects and short-term initiatives. However, getting involved requires employees to be informed. We assume that people will seek out these opportunities. Employees only network with people they know – this limits what they are exposed to. Employees miss opportunities every day that are tailor made for their skills and career goals.

A data-driven approach automates the ability to engage. Opportunities can be pushed to employees that meet specific skills and capability criteria. Those employees can then engage with the opportunity through a digital workflow allowing them to quickly and easily break into a new network within the organization. No longer are we dependent on who we know. Now technology becomes a proactive, enabling force in finding the best fit based on skills, not position or education.

Personalize the Journey

Studies show that 94% of employees will stay with an organization longer if they feel it is invested in them. Providing a dynamic career path backed by training and mentoring opportunities is a way to demonstrate commitment to an employee.

A one size fits all training program ends up fitting no one. Employees have come to expect a personalized experience from all of the brands they interact with – whether that is music or movie recommendations or reminders to order more toilet paper. Data-driven organizations can offer that same experience by feeding employees programs and trainings that people actually want to participate in and learn from.

For organizations, knowing the growth areas for employees allows for more targeted efforts in offering reskilling and upskilling opportunities to the people who will most quickly benefit from the training.

ServiceNow is proud to support organizations ready to make the leap to a data-driven skills-based model. Our recent webinar showed how to move away from spreadsheets and emails and begin managing skills in an automated way that works for everyone – HR, agency leaders, supervisors and employees. View the full session here to learn how to transform how you hire, reward and grow your team.

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