Page 14 - Federal Computer Week, January/February 2019

High-Impact Government Engagement
Reimagining
public service
Getting the most out of cloud requires the right platform and relentless focus on customer engagement
Mike Daniels
Senior Vice President of Public Sector Sales, Salesforce
agencies to quickly provide meaningful apps that align all aspects of the business to better serve the customer.
Imagine a world where, from the same mobile app, program recipients such as farmers receive everything they need — including local utilities, state and local tax information, and federal assistance.
Where to start
Reimagining public service can be overwhelming, so it’s best to start with a customer success platform recognized by industry. Salesforce, for instance, fuels
ANEW OPPORTUNITY
exists for government to engage
customers. Modern consumer technologies, such as Uber and Amazon, have dramatically changed expectations as citizens, government employees and industry partners compare government services to how they use technology in everyday life.
The change in expectations is pushing agencies to transform, and technology
is a key enabler. It’s never been easier
to leverage the cloud to align program, business and IT priorities, but not all platforms are the same. Salesforce makes this alignment simple and painless by offering multitenancy, which means clients don’t need to take care of upgrades; API- led connectivity, which creates seamless systems integration between clouds and legacy apps; and reusable code, which makes apps personalized and scalable across the enterprise.
All those features allow program, IT and business teams to work together in transformative ways to serve the customer, with no more friction between the teams because each has what it needs to move forward.
Understanding what’s possible
Getting the most mission impact out
of a powerful platform requires a shift
in mindset. The right partner not only delivers frictionless technology but helps agencies rethink customer engagement, which is not easy. For decades, government has delivered services around disparate organizations, functions and systems. For example, farmers around the United States
once needed to drive long distances to meet with government agents and manage their business.
Now, the government delivers unified and personalized mobile and digital case management, such as business financing and disaster relief.
We’ve only just begun to think about
the art of the possible. Cloud platforms — specifically application platform as a service and software as a service — allow agencies to transform quickly, intelligently and securely. The most powerful platforms allow true transformation to occur and enable
davooda/Shutterstock/FCW Staff
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