Page 45 - FCW, June 2017

management mandate. Agency tweets and Facebook posts might not resemble traditional electronic records, but they count just the same. The National Archives and Records Administration has provided agencies with guidelines on managing social media, making it clear agencies will be held accountable.
Likewise, although agencies would do well to develop new processes and methodologies for delivering services, they shouldn’t lose sight of old-fashioned IT management
principles. Last September, the Government Accountability Office dinged the U.S. Digital Service and the General Services Administration’s 18F for not developing adequate, outcome-oriented performance measures for their programs.
But such discussions of federal IT fundamentals should
not be seen as obstacles intended to block progress. Instead, they are simply reminders that citizen engagement is a serious undertaking — one that is quickly becoming an essential aspect of government agency operations.
SPONSORED CONTENT
 ENGAGE DIGITAL CITIZENS WITH DIGITAL SERVICES
Today’s citizens have an entirely different set of expectations and demands from their interactions with government agencies than the previous generation. Being part of the digital age and being accustomed to instant seamless service from wherever they may be, on whatever device they choose, citizens must be engaged in today’s digital world. That requires an arsenal of digital tools.
DIGITAL FORMS: Citizens’ expectations have risen as their use of interactive technology has increased. No longer are static forms suitable for gathering information. Citizens are looking for interactive form templates that include prepopulated fields; while agency personnel are looking for digital templates that afford data analytics.
DIGITAL COMMUNICATIONS: Agencies need to inform and engage their citizens through a variety of digital means. Managing data and communications via an integrated platform can help agencies engage citizens and meet their needs and expectations.
DATA VISUALIZATION: Data drives business activities in this digital age. Agencies need to better serve their citizens with interactive self-service technology. By accurately and efficiently gathering data in a usable open format, that data becomes that much more valuable to the agency.
DATA ANALYSIS: Gathering, viewing and sharing data is important. But truly deriving value from that data requires detailed analysis. Examining data and presenting the findings and correlations via a single data management dashboard can help agency executives use that data to engage their citizens.
DIGITAL ID: Citizens and agencies alike need simple, accurate ways of ensuring a citizen is indeed who they claim to be, whether that individual is inquiring about tax information or applying for a driver’s license. Automating identity management can help ensure seamless security and efficiency
COGNITIVE TECHNOLOGIES: Employing artificial intelligence (AI), digital assistants and other cognitive technologies is cutting edge, disruptive technology. At the leading edge of agency operations, cognitive technologies can automate manual processes to free up agency staff for higher level, more innovative operations.
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