Government Balancing the Pros and Cons of Return to Office

In the fall of 2023, the Biden Administration encouraged cabinet secretaries to ramp up the required in-office time for workers. This January, the goal was for more than 400,000 federal employees to be required to be in the office for two or three days per week. The move to more in-person time varies widely across government, with DoD and Intelligence agencies leading the way due to the sensitive nature of their work. When not required due to the nature of the work, the push for in-person staffing in civilian agencies is driven by the desire for tangible and intangible benefits. Policies across defense and civilian agencies are being helpfully tracked by Federal News Network.

Better Use of Office Space

The Government Accountability Office found that, on average, 17 federal agencies use 25% or less of their headquarters office space. This raised calls for setting benchmarks for federal office space utilization, though what that benchmark should be, is up for debate. One line was drawn in the sand with The Utilizing Space Efficiently and Improving Technologies (USE IT) Act, requiring all government office buildings to be at least 60 percent occupied. While it passed the House, additional debate will take place over appropriate occupancy and usage measurements. In the meantime, the White House has proposed devoting $425 million next year to create a real estate optimization program to reorient federal buildings around current space needs and expedite disposal of unneeded buildings. Reimagining how the government uses space impacts how the federal workforce will work. Continue reading

State and Local Governments Building Trust with Transparency

Citizens typically report more trust in state and local governments than in the federal government, but that does not mean that there is no work to be done on improving citizen experience and trust. A recent study found that about 45% of Americans have a less-than-favorable view of the trustworthiness of local governments. This number has become worse since 2017, when only 40% expressed a less than favorable outlook.

Key to building trust is transparency--showing the work being done, the reasons decisions were made, as well as the process for obtaining services from government. With more and more government services moving online, it would seem that this transparency would be easier than ever to provide, but in fact, the digitization of government can often have the opposite effect. Continue reading

A Cloudy Forecast for Government

The need for cloud computing has moved beyond simple cost-saving calculations. The elasticity and scalability of cloud meet the demands citizens have for digital services to be efficient and personalized. Cloud is also critical for AI adoption, providing the processing power needed to facilitate the training and use of AI models.

Government Moves to Mostly Cloudy

Based on these capabilities, the use of cloud is increasing. A recent Government Accountability Office (GAO) study found that the use of the Federal Risk and Authorization Management Program (FedRAMP) increased by about 60% between July 2019 and April 2023. Continue reading

FITARA Goes to the Cloud, Grades Come Down to the Ground

The 17th edition of the Federal Information Technology Acquisition Reform Act (FITARA) scorecard featured a revamped list of measurements to illustrate federal agency progress against current modernization goals. This latest scorecard introduced two new categories - Cloud Computing and CIO Investment Evaluation - while dropping the measurement of compliance with data center modernization, something all agencies have completed.

This reshuffling of measurement criteria resulted in lower grades for 11 agencies. Twelve agencies saw their grades unchanged. The Department of Defense (DoD) was the sole group earning a higher grade, rising from a C to a B. These drops are not necessarily a concerning indicator, but rather a re-baselining of where agencies stand in terms of modern digital government goals. Continue reading

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