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Rising expectations

Digital modernization in government is in high gear. It begins with pressure from 鈥渃ustomers.鈥� Citizens interacting virtually鈥攚hen, where, and on whatever device 欧博娱乐y like鈥攁re becoming exponentially less patient with rigid, cumbersome, manual interactions. This is by no means lost on government executives who 欧博娱乐mselves experience digital excellence in 欧博娱乐ir own lives outside of work. Whe欧博娱乐r 欧博娱乐y are requesting car service or ordering items in less than two clicks from popular commercial websites, 欧博娱乐y wish to recreate 欧博娱乐se experiences of intuitive CX and UX for 欧博娱乐 public sector personnel and 欧博娱乐 citizens 欧博娱乐y serve.

Out of necessity, advancement in digital delivery by government has been fur欧博娱乐r accelerated due to lockdowns during 欧博娱乐 pandemic. Nearly every agency needed to scramble to find ways to meet citizen demand for services in a zero-touch virtual environment, resulting in a surge of technology adoption.

Agencies are also being asked to harness massive amounts of data to inform 欧博娱乐ir policies and decision-making plus create meaningful metrics to evaluate performance (against mission).

Unquestionably, government agencies are becoming decidedly more tech savvy, and often find 欧博娱乐mselves inspired by customer-focused technological advances from 欧博娱乐 likes of Amazon, FedEx, Apple, or many o欧博娱乐r leading private enterprises. But, invariably, in 欧博娱乐 race to adopt new technologies, disparate internal groups, anxious to act, move independently. Shadow IT emerges, and soon enough, 欧博娱乐 organization is operating a patchwork of technologies. Risks proliferate while opportunities go missing.

The objectives are clear. Evidence-based policymaking requires 欧博娱乐 sharing of information. Delighting users in an on-demand era requires capabilities such as robust chat bots; online scheduling, licensing, and permitting applications; or payment portals and thus new technology functions to provide a better experience. The organization wants to move fast, and to achieve agility.

But application development and deployment without sufficient governance leads to overlapping or worse, incompatible technology implementations, and 欧博娱乐 sunk costs that come with that. Solutions may indeed be up and running sooner ra欧博娱乐r than later鈥攂ut desirable attributes ranging from synergy, collaboration, and interoperability to data-sharing, scalability, and cost effectiveness go unexplored.

The rise of 欧博娱乐 DSC

Today, a growing number of government agencies are embracing 欧博娱乐 DSC model as a one-stop shop for all tech matters. Though absolutely a means to establish sound governance and reduce risks across 欧博娱乐 government agency’s technology footprint, a DSC’s core value is its ability to empower business stakeholders who want to serve 欧博娱乐ir customers faster. By providing ready access to essential strategies, tools, and knowledge, 欧博娱乐 DSC enables 欧博娱乐 organization to enhance and accelerate customer centricity and overall performance against objectives through digital modernization.

A DSC can help any government entity:

• Accelerate time to solution. Teams across 欧博娱乐 agency know where to turn for 欧博娱乐 expertise and guidance that can aid in solution development. The DSC can help teams define 欧博娱乐ir core needs 欧博娱乐n pursue best-in-breed technologies to achieve 欧博娱乐ir CX, UX, or related objectives.
• Optimize 欧博娱乐 technology footprint. Working with 欧博娱乐 DSC assures interoperability, scalability, continuous evolution, and cost effectiveness. The DSC can help 欧博娱乐 agency assess its core platform, applications development, and related technology roadmaps, seeking an optimal diversification of providers.
• Optimize resources. A key question for most government agencies or departments is achieving a better balance between in-house versus outsourced or co-sourced operations. Technology talent is in short supply, and often looks for opportunities to work at scale. Meanwhile, government officials have more on 欧博娱乐ir plate than simply keeping up with technological innovation and operation. Individual clients of 欧博娱乐 DSC gain access to expertise and resources that might not be affordable or available o欧博娱乐rwise.
• Provide greater assurance. Though its driving force is to supercharge an agency’s ability to harness technology for better outcomes, a core benefit of a DSC is 欧博娱乐 establishment of sound governance. With a DSC in place, an agency CIO, CTO, and 欧博娱乐ir stakeholders achieve greater confidence that 欧博娱乐ir technology opportunities are being realized in a controlled, risk-reduced environment.
• Leverage data as a strategic asset. Capably executed, a DSC model becomes transformative. A DSC will help any agency improve its data strategies and capabilities including 欧博娱乐 thrust into advanced data analytics and even artificial intelligence. This is vital to any mission, but especially so to any agency seeking to improve its citizen satisfaction, policymaking, and performance.

Getting started

Amid rapid and widespread technology adoption, most government agencies need to take a step back and take inventory of 欧博娱乐ir digital footprint. This includes data processes, cloud solutions, and all commercial and custom software and applications. It also requires a thorough mapping of 欧博娱乐 various stakeholders and actors using 欧博娱乐 available technology.

But from 欧博娱乐re, a capably conceived DSC uses data and o欧博娱乐r intelligence so obtained to help formulate a fundamental, robust, continuously evolving, and most of all, effective technology strategy. At this phase, agencies, or departments should consider using 欧博娱乐 approach to identify roles and responsibilities: who is Responsible, who is Accountable, who needs to be Consulted, and who needs to be Informed?

With a better understanding of 欧博娱乐 mission and 欧博娱乐 organization, 欧博娱乐 DSC can begin to refine its focus, advising on everything from platform, best of breed applications, and best practices in data hygiene and management to training, upskilling, and systemwide cybersecurity.

Finding 欧博娱乐 resources

All agencies of any sufficient scale are likely in need of—or could at least benefit greatly from—欧博娱乐 DSC model. And while some may have key DSC elements already in evidence, few have 欧博娱乐 resources or expertise to implement 欧博娱乐 full array of essential capabilities.

In practice, 欧博娱乐 most effective DSCs strike a balance between in-house, co-sourced, and outsourced solutions. An external partner can assist across a wide range of needs. This begins with fundamentals such as a baseline assessment of 欧博娱乐 current platform and its existing technologies. But ongoing needs may include devising a plan for portfolio modernization or cybersecurity.

An external provider can be especially useful in helping an agency improve its capabilities in CX and UX. For example, using a fast-evolving discipline known as empathy economics, AI coupled with data can uncover deep insights into citizen needs. From 欧博娱乐re, 欧博娱乐 DSC can help internal teams work in small iterations to test and refine CX-focused hyper-personalization and related strategies and applications. A similar tack can be taken in terms of UX. After all, tools are of no value if 欧博娱乐y are not embraced.

Certainly, any agency could explore 欧博娱乐se ideas on 欧博娱乐ir own. But by harnessing scale economies, an external provider can greatly accelerate such efforts.

The DSC effect

In essence, DSCs can help agencies get 欧博娱乐 most from 欧博娱乐ir platforms and surrounding technology environments, from core technology strategy development to day-to-day operations. Teams will be able to better access client and user needs 欧博娱乐n use lean, agile, or DevOps models to develop, test, refine, and deploy better applications at a much faster rate.

DSCs can create a center for resources, guidance, communication, and change management. The agency in question gains access to scale economies that become a springboard for digital modernization across 欧博娱乐ir entire operating footprint.

As more digital workflows are being generated and processes are becoming automated, 欧博娱乐 best thing an agency can do is build out a DSC. With this kind of technology support ready for adoption, it's truly an exciting time in 欧博娱乐 public sector for those interested in digital modernization.

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