We live in the age of experience. Due to the influence of consumer messaging, the public has come to expect a high level of customer experience when engaging with any organization, including government agencies.
State and local government leaders are increasingly turning to the wide range of emerging technologies available to them to improve the public services their agencies deliver daily. As agency leaders aim to modernize their programs for the future, they recognize the importance of deploying digital tools and applications, using advanced analytics to measure impact, and implementing technologies such as artificial intelligence or machine learning to achieve success.
However, these leaders also understand that the success of new program initiatives is not solely dependent on the technology itself. It requires thoughtful alignment with the objectives of a specific agency’s program as well as a focus on improving the lives of staff and consumers alike.
For government agencies undertaking a modernization project, effective collaboration is a common theme in all successful initiatives. Consider these three tips for any modernization effort:
Start by listening
The best industry partners will commence any project by listening to agency leaders describe the challenges and desired outcomes, which in turn informs the business and technical support needed to ensure solution quality. Every level of the organization, from end-users to senior leaders, should be engaged to develop an understanding of their pain points and priorities. By promoting open dialogue and collaboration, leaders can leverage their team’s collective wisdom to create a modernization plan that effectively addresses challenges and implements change.
Partner program and technology
Modernization is fundamentally about improving the lives of individuals and communities. Effective collaboration between the technology and program teams is essential to understand the benefits from each perspective. Throughout the process, everyone involved should keep the needs of the agency and the people it serves front and center. By humanizing the modernization process, leaders can ensure the technology serves as a tool for empowering and enhancing programs.
Connect vision to objectives
Effective communication of project vision and objectives connects technology decisions to program improvement strategies. Modernization should be driven by the program's needs and priorities. It is important to cultivate a program-centric mindset that ensures decision-making aligns with the overarching objectives. One of the major challenges is getting people to realize that the program is not there to support IT, but that IT exists to support the program.