This article originally appeared on FedGovToday on February 23, 2025. View the original content here.
Digital transformation in the Department of Defense (DoD) has traditionally focused on upgrading systems and integrating new technologies. However, Pamela Powers, Executive Managing Director for Defense at Maximus and former Chief of Staff to the Under Secretary of Defense for Personnel and Readiness, argues that modernization must be centered around the individuals using these systems. In a conversation at Fed Gov Today with Francis Rose, Powers emphasized the importance of a human-centered approach to digital modernization, advocating for strategic design that aligns technology with mission needs and user experience.
The DoD has historically approached modernization through the lens of system efficiency, focusing on technological advancements without considering their impact on end users. Powers highlighted a shift in this approach, particularly with the department’s recent adoption of a user experience-driven strategy. The core idea behind this transformation is ensuring that new digital tools and platforms improve the way military personnel and defense professionals execute their missions rather than creating additional complexities.
“The Department is starting to shift,” Powers said. “The CIO recently came out with a new strategy that focuses on user experience. But I think it needs to be broader than that. It’s not just the user; it’s also the mission impact.”
This shift in focus acknowledges that modernization cannot exist in a vacuum. It requires an ecosystem approach that integrates business processes, data analytics, and mission-driven decision-making. Instead of implementing standalone technological upgrades, Powers advocates for a holistic model where technology is deployed in response to real-world challenges faced by service members and defense personnel. One key factor in this transformation is data. Powers noted that treating data as a strategic asset allows for greater accessibility, quality control, and usability, all of which contribute to faster and better-informed decision-making. As artificial intelligence (AI) and advanced analytics become more integral to defense operations, ensuring the integrity and strategic deployment of data is paramount. “Harnessing that data in a quality way… creates a decision advantage for our warfighters,” she explained.
However, technology alone cannot drive successful modernization. Cultural transformation within defense organizations is equally critical. Powers emphasized the importance of change management, noting that modernization efforts often fail when organizations do not consider the human impact of these changes. Engaging personnel throughout the transition process ensures not only smoother implementation but also greater acceptance and operational efficiency.
“You need buy-in from the users, from the customers that are going to be the recipients of that modernization,” Powers said. “Without that human-centered design, it’s hard for organizations to really embrace and use it effectively.”
From her perspective in industry, Powers sees an opportunity for stronger collaboration between the public and private sectors. Industry can bring fast, innovative solutions, but the government must create frameworks that enable rapid adoption. She pointed out that the current defense procurement processes often slow down technological advancements, preventing solutions from reaching the field in a timely manner. Streamlining these processes will be essential for maintaining a competitive edge.
Key Takeaways:
- User-Centric Modernization Matters – Digital transformation efforts must be designed around end users and mission requirements to maximize impact.
- Data is a Strategic Asset – Prioritizing high-quality, accessible data enhances decision-making and operational efficiency in defense.
- Cultural Transformation is Key – Effective change management and user buy-in are essential for the successful implementation of modernization initiatives.