How CX Is Driving Government Modernization

Improving the "customer" experience (CX) for citizens interacting with the government has been a focus for several administrations. The reason is that better experience equals improved trust in government. It's critical that our systems live up to the promise of government for the people.

Defining the Pieces of CX

A critical part of getting experience right is understanding the different pieces that make up a customer experience. Words like "experience" and "service" are often used interchangeably when talking about CX efforts, but it is important to understand some key differentiators. Continue reading

Supporting AI Growth in Government with Professional Education

Artificial Intelligence (AI) is being incorporated into the function of government in numerous ways. The AI.gov website includes more than 700 AI use cases across federal agencies.

Among the many projects, AI is being used to:

These pilot projects provide a peek into the power of AI to improve the speed and effectiveness of decision-making and service to citizens. However, for AI to have a government-wide impact, the success and challenges of these solid projects need to be shared. Continue reading

New Tech Means New Acquisition Strategies for DoD

With more and more battles being fought in cyberspace, the pace of warfare has accelerated. However, the systems that support our warfighter were not designed to support the speed or types of products and services needed for modern defense. This year's AFCEA West Conference is focused on ensuring acquisition and readiness are on pace to meet global security demands. Ensuring our warfighters get the tools they need when they need them is a critical effort requiring evolution and reform of defense acquisition.

Improved Private Sector Coordination

A congressional hearing in late 2023 discussed the need for the Department of Defense (DoD) to tap into the innovation taking place in the private sector to stay competitive with global adversaries. A draft of the national defense industrial strategy stated that the defense industrial base "does not possess the capacity, capability, responsiveness, or resilience required to satisfy the full range of military production needs at speed and scale." Continue reading

Regulating Blockchain’s Promise

Blockchain is proving to be an enabler of secure and transparent government transactions. As with any technology, as it gains traction it also gains scrutiny. Several laws and regulations have been introduced to ensure that risks associated with blockchain are understood and mitigated.

Recently, the Government Accountability Office issued a recommendation that the Securities and Exchange Commission and other federal financial regulators create a formalized coalition to coordinate the identification and addressing of blockchain-related risks. These risks could include security gaps resulting from old software, phishing schemes, speed of networks, and foreign access to sensitive data. Continue reading

The Next Technology Horizon for Law Enforcement

With rising crime rates and staffing challenges, law enforcement agencies are looking at new ways to utilize technology and data to become more efficient in protecting our communities. A recent report from Thomson Reuters found that 48 percent of law enforcement respondents said that staffing was their top issue of concern with two-thirds placing staffing within their top three areas of concern. Technology has been an answer to staffing and effectiveness concerns with tools like body-worn cameras, license-plate readers, and video surveillance being widely implemented in departments of all sizes. But to continue to meet efficiency and effectiveness goals, law enforcement agencies have to start looking beyond these traditional technologies to more cutting edge and IT-based solutions.

Drones

Drones are becoming a powerful tool for law enforcement agencies to extend the eyes and ears of their teams. Increasingly drones are being used as first responders to scan a situation to provide context and information back to responding officers before they get on the scene. This use extends from routine noise complaint calls to domestic disputes to large scale emergencies. In all of these situations, drones are able to get to a location faster than humans and provide exact location and situational awareness for officers to be more precise in their response. Continue reading