Governments can use technology to meet people where they are, serve people better in their real lives, and make successes visible to demonstrate the value of effective governing.
The events of this year brought the realities of digital transformation into sharp relief: Public sector agencies are divided into “haves” and “have-nots”—and the “have-nots” cannot put off digital transformation any longer.
The customs agency could have avoided an August 2019 system outage—and hours of delays for travelers—with better patch management and employee training on backup procedures.
Pandemic or not, federal agencies continued efforts to update their legacy systems and adopt modern ways of buying, developing and implementing technology.