Robotic Process Automation (RPA). It may sound like a premise to a movie where robots take over the world, but it's very real and it's helping organizations realize modernization goals. Despite the name, RPA has nothing to do with robots. It is about software that uses artificial intelligence (AI) to automate high-volume, repetitive tasks. This can include queries, calculations, and maintenance of records and transactions.
In government, RPA is already being implemented in a wide variety of applications.
- Inspections - As agencies look to modernize the way they perform inspections of the water we drink, the roads we travel, and the buildings we travel to, they are using RPA to move off paper-dependent processes.
- Claims review -- RPA is built into an intake tool used by the Centers for Medicare and Medicaid that ingests records, automating the process and identifying potential problems.
- Procurement - RPA is being used to automate and streamline the close-out process of government contracts, freeing up staff to work on actual programs, rather than spending time documenting that work.
- IT asset management - Managing IT assets is a combination of automated and manual tasks. The introduction of RPA greatly reduces the need for manual intervention when it comes to enforcing governance and process, freeing up staff to work on mission-focused projects rather than tracking the technology used on those projects.
The move to cloud computing in government has changed from a focus on Cloud First to Cloud Smart. The initial push to cloud encouraged agencies to look at cloud options when adding or updating technology but provided no direct guidance. This "Cloud First" push provided a way to educate agencies on what cloud is and why it is a viable option for deploying applications to the government workforce. This education worked, making even the most security-conscious agencies comfortable with moving data and applications to the cloud to gain new efficiencies in time and budget.
The Cloud Smart policy, a logical evolution of Cloud First, was introduced last year and provides more guidance surrounding security, procurement, and workforce skills to foster cloud adoption and implementation. While the value cloud can provide is widely accepted, procurement of cloud remains a stumbling block to wider, easier cloud adoption. The shift in spending from capital funds to operating funds and the fluidity of the fees based on need and usage require different language and structure in contracts. Security also continues to be a focus, creating new "shared responsibility" language in cloud agreements and plans.
To help you get smarter on how to be cloud smart, we've compiled a list of upcoming events that cover the areas related to a successful cloud deployment.
In place since 2014, the Federal Information Technology Acquisition Reform Act (FITARA) has aimed to provide guidance and checkpoints for agencies' modernization efforts. Over the years, the compliance status of the agencies has had its ups and downs.
The latest report card, issued in June 2019 showed fairly steady performance when it comes to meeting FITARA goals and mandates. This 8.0 report card was the first to include a cybersecurity score that focused on FISMA (Federal Information Security Modernization Act) compliance. This report also took out the score for Data Center Optimization Initiative (DCOI) as the majority of agencies are holding steady on that score and/or it is complicated by technology interdependencies.
It's back to school time, so we thought it only fitting to take a look at the Department of Education (ED) to get a sense of what is on their "syllabus" for the next government fiscal year. The stated mission of the Department is to "promote student achievement and preparation for global competitiveness by fostering educational excellence and ensuring equal access." It is a fairly new cabinet-level agency established in 1980. In addition to providing federal support and coordination to the states, the agency is responsible for administering loans and grants for higher education.
A current focus for the Department is modernization. A recent GAO report looked at the ten most critical updates needed in government. ED had one system on the list that was relying on COBOL programming language, a language that is not used or taught anymore, and those who do know it are retiring from the workforce.
Beyond this obvious and critical modernization need, the Department is looking at many other modernization initiatives, including updating the federal student loan process to streamline and simplify applications. Similarly, ED is actively investigating ways that modernized loan systems can reduce and even stop fraud involved in loan applications.
For people working with the Department of Education, there are several conferences and events in the coming months that address the education sector directly as well as guide modernization more generally.
- Public Sector Innovation Summit (October 2, 2019; Arlington, VA) - This event brings together IT leaders from government and industry to discuss best practices, opportunities, and key trends in the government technology space. Additional focus areas include efficiently moving to the cloud, transforming IT to modernize government, innovating in a risk-averse culture, and much more.
- EDUCAUSE Annual Conference (October 14-17, 2019; Chicago, IL) - Focused on the higher ed IT market, professionals and technology providers from around the world will come together to share ideas, grow professionally, and discover solutions to today's challenges. Topics include managing and reducing information technology risk, navigating change, transforming the student experience, and creating a culture of data-informed decision-making.
- P3 Higher Education Summit (October 24-25, 2019; San Diego, CA) -- Public-private partnerships (P3s) are delivering essential infrastructure on campuses across the country. University representatives and industry leaders will discuss the latest modes of campus infrastructure delivery. The agenda will focus on P3 education, financing, procurement, policy, and networking.
- Blockchain Expo North America (November 13-14; Santa Clara, CA) - This event will include a series of expert keynotes, interactive panel discussions and solution-based case studies exploring the key industries that are set to be disrupted the most by this new technology, including financial services, government, and education.
Let us know what other events could benefit people working at the federal level of education. Share your thoughts in the comments.
Improving citizen experience continues to be a huge priority of agencies as part of their digital modernization. In fact, one survey found that more than half of government employees said there was a gap between the customer service their agency provides and what they experience in the private sector. While creating self-service portals is a big part of modernization, contact centers will continue to play a huge role in how the government interacts with citizens.
Contact centers may be more traditionally or commonly known as call centers. But this change in vocabulary is more than just semantics. Today's centers extend well beyond contact over the phone. To provide modern customer service, contact centers need to encompass online queries via email, live chats, social media, and in-person visits, in addition to phone calls. The response people get over these multiple mediums needs to be consistent and requires an overarching strategy and message that is understood by all representatives regardless of how they interact with citizens.