As government missions become digital and always on, it’s imperative that modernization efforts do not disrupt operations and other critical activities. As The Department of the Navy, drives its modernization efforts forward, the goal is not simply
MaryAnn Monroe’s Key Takeaways The 2023 Government Service Delivery Improvement Act laid the foundation for federal agencies to improve how citizens access critical services and benefits. The
A generation ago, federal agencies operated in simple and largely siloed tech environments, but the future of government has different demands. Just as mainframes have given way to the cloud, digital government requires seamless and
Caswell’s Key Takeaways: Let’s be honest; no one enjoys contacting federal government agencies to apply for benefits, access services, or even ask a simple question. Most citizens
Although Harold Leavitt’s diamond model, which is the origin of the three-part framework of people, process, and technology, has ostensibly been guiding change and innovation for over 60
One of the most important modernization efforts federal agencies can invest in today is building mission-ready contact centers. Today, contact centers sit at the front lines of service
