The digital age has activated citizen engagement, and expectations have risen. Citizens are increasingly holding government agencies to the same standards as they expect from the private sector – they want quality service with fast response times across all platforms. Scheduling an appointment or purchasing a product online is an instantaneous experience, and citizens are now expecting the federal government to serve constituents with this same level of speed and service. The COVID-19 pandemic escalated this pressure, as governments were responsible for rapidly processing everything from vaccine distribution to relief payments. As expectations evolve, government agencies must invest in form technology that will help them continue to drive this momentum and build better engagement with their constituents.
Investing in web form and data collection technology is an important step that government agencies can take to reach this point. Robust online form building solutions enable agencies to move services online, collect data directly from citizens, integrate that data seamlessly into existing systems with little help from IT, and automate tedious data entry processes.
There is currently one form building solution available in the Federal Risk and Authorization Management Program (FedRAMP) marketplace. FedRAMP is a set of security infrastructure requirements for IT vendors that began in 2011 to help agencies move more quickly from legacy IT to cloud-based IT. The federal government is currently one of the largest buyers of cloud technology, and agencies are increasingly turning to cloud-based applications, or Software-as-a-Service (SaaS), to bring a higher quality of service to their daily operations.
As many federal agencies invest in SaaS-based solutions to improve customer relationship management (CRM), an additional investment in online form technology can help take these modernization efforts to the next level. The U.S. Department of Veteran Affairs (VA), for example, has invested in Salesforce to track case management and ensure that they are able to provide essential services for veterans in a timely manner. Online forms that are FedRAMP Ready and integrate seamlessly into Salesforce can help streamline processes even further by bridging the gap between beneficiaries and case managers. With this technology, constituents can sign up for services like healthcare, outreach, and benefits, while alleviating administrative burdens for the government workers that are responsible for processing the information.
It’s important for federal agencies to seek out data solutions that are FedRAMP Ready and integrate directly with existing systems, as these solutions are scalable and can enable agencies to quickly adapt as new policies are enacted. For example, when the Mission Act extended VA benefits to family caregivers, a new tier of customers immediately had to be added to the benefits processing system. With an IT system that isn’t readily able to adapt to a new dataset, this type of change might require a complete system overhaul.
Multnomah County in Oregon is an example of a government organization that used form technology to better serve and respond to its constituents. An integration of FormAssembly and Salesforce allowed Multnomah County to add intake forms on their website so that residents could easily sign up for services such as their Lead Poison Prevention Program and WIC applications. Through this investment, Multnomah County was able to accelerate processing data and free up internal resources, which, in turn, allowed them to spend more time in the community and engage with citizens.
A web form and data collection platform helps federal agencies process constituent data with increased efficiency. By eliminating heavy paperwork and complicated IT setups, as well as lengthy FedRAMP authorization processes and security concerns, federal agencies are better prepared to continually adapt to changing social, economic, and political climates. In turn, federal agencies can better focus their resources on what matters most – serving citizens, improving programs, and increasing engagement.
Interested in learning more about the benefits of working with FedRAMP compliant data collection technology? Watch this video on FormAssembly’s FedRAMP Ready platform.