DCRA - A Digital Transformation Case Study
In 2018, the Department of Consumer and Regulatory Affairs (DCRA) embarked on a Digital Transformation journey called "Vision 2020," focused on technology enhancements to streamline processes and increase efficiency for their customers. The lessons learned and accomplishments achieved are applicable to Federal, State and Local governments nationwide. With the current public health emergency, DCRA temporarily closed their offices, and quickly p...
Improving the Customer Experience - Digitally
Technological advances are altering employee and citizen expectations. Hand-held devices allow users to obtain what they want, when they want it and, in the desired format. Citizens are spending more time online than ever before and have come to expect equal service capabilities from government and the private sector. Modern technology has placed the digital customer experience front and center. The Digital Experience is the sum of digital int...
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