According to a recent McKinsey report, government services still lag private sector services when it comes to “customer-experience-satisfaction.” However, data is helping government reimagine how services are delivered in the digital era. AI, automation, and customer journey analytics can turn data into powerful building blocks of understanding the customer experience (CX). The challenge will be doing it amid a proliferation of dat...

Government and industry face significant challenges in hiring the right skilled workforce, encountering a very competitive landscape, where all are vying for similar talent along with pressures to control cost. With this new landscape, government and industry are investing human capital well versed in digitization, robotics, automation, artificial intelligence, machine learning, and new emerging technologies of the future. Everyone is still en...

The Summit is the most important event of the year for our community of government and industry leaders who share a passion for government modernization through shared services. The theme of this year’s Summit is “Breaking out of the Box to Achieve Performance Breakthroughs.” We’ll be hearing from big thinkers in our community and around the country about bold and innovative ideas to overcome barriers and speed up the p...

Over the past year, the Biden-Harris Administration has increased the focus on improving federal services through the President’s Management Agenda which presented a roadmap for ensuring an equitable, effective, and accountable Federal Government that delivers results for all. The three priorities were: Strengthening and empowering the Federal workforce; Delivering excellent, equitable, and secure Federal services and customer experience...

Data comes from many sources, data definitions, variations in data, different systems, and from many users. It is important to gather and identify data from a multitude of sources to explore data patterns and data trends to be used for forecasting, planning, future strategies, innovation, research, and others that are not affected by fluctuations, repeated sequencing over fixed periods of time, unexplained random variances, and much more. Ever...

Homeland Security and Law Enforcement present is a very complicated service with numerous challenges and risks presented to all levels of government. It is not only the terrorist attacks but also the natural disasters and other crises that impact day-to-day operations, our lives, and our wellbeing. Government and industry need to respond with an integrated and collaborative strategy to combat the impact and will require updated, sophisticated...

Department of Homeland Security (DHS) is one of the leading federal agencies in implementing in Cloud, UI/UX, SecDevOps and Cybersecurity capabilities. In 2021, President Biden signed Executive Orders (EO), some of them have a major impact on most components of DHS. First Executive Order is “Improving the Nation’s Cybersecurity”. It is a detailed overview of the Federal government’s plan to better secure America ...

The role of Chief Information Security Officer is important making security is front and center in protecting organizations in a post SolarWinds and Log4j world. As the need to share information between different agencies with both connected and disconnected applications increases, agencies need to think beyond DevSecOps and Zero Trust. Existing approaches to building software and the use of automation need to be reevaluated. The Department of...

This Summit is now in it’s fifth year and is produced in partnership between ACT-IAC and the HIMSS NCA Chapter. With transitions occurring in healthcare, are you wondering what changes are being planned for the future, in 2022, 2025, 2030 and beyond? Healthcare landscape is ever-changing. From the many articles written, healthcare in the next five to ten years will be delivered through integrated ecosystems that include updated policies,...

Shared services is a business model for modernizing the delivery of mission support activities common to multiple government agencies. It involves setting standards for service delivery that meet the needs of multiple customer agencies and migrating agencies to modern, scalable and secure platforms operated by best of breed government or industry service providers. Managing organizational change and creating positive customer experiences are c...