Federal agencies have placed a recent emphasis on modernizing technology and digital capabilities, but concerns over security and a lack of focus on citizen experience have hampered the impacts that modernization can have, according to an ICF survey of federal employees released July 24.
“Never before in history have governments been able to create the type of positive and enduring change that technology makes possible today. For your agency to use this potential, you can start by creating a culture of innovation, prioritizing the citizen experience, and implementing an integrated approach to digital transformation. Focusing on these launch activities will position the federal government to launch its next moonshot: digital transformation that reignites citizen trust and satisfaction in the government — regardless of the administration,” the report said.
Nearly 90 percent of survey respondents said that security and privacy concerns significantly delayed technological innovation, while over half said that they had experienced a cybersecurity incident after completing a new digital initiative. And when a cyber incident occurs, the chances of future innovation being placed on hold increase.
“In the federal space, applying innovative approaches is often met with risk concerns within a regulated environment. Federal leaders can help mitigate risk by empowering staff to address security and privacy concerns through training, heightened awareness and implementing controls that support privacy protections without stifling creativity. They need to foster work environments that deliver necessary, comprehensive security and privacy controls,” the report said.
Meanwhile, 80 percent of respondents said that their agencies prioritize perfecting a back-end system rather than improving the citizen experience through technology.
Citizen experience has been a primary goal of the Trump administration, receiving mentions in both the President’s Management Agenda and the Government Reorganization Plan. And some agencies have found that focusing on the citizen experience also empowers federal employees to achieve more in their work.
Among survey respondents, a focus on user satisfaction received relatively low prioritization, though over 90 percent of respondents said that improving IT usability should receive more attention.
The report also found that human resources is commonly excluded from discussions about digital transformation, though such departments could play a key role in attracting and developing the necessary talent to support such initiatives.
Jessie Bur covers federal IT and management.
