Page 33 - FCW, May/June 2020

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We are seeing Trailblazers spring into action every day by finding innovative ways to meet the immediate needs at hand.
means the experience should be tailored to each user who logs into an agency’s site.
The digital government of the future is also tightly integrated with the tools the customer is already using. A majority of the U.S. population uses social
media, for example. Agencies must also engage via those channels in a strategic way to ensure broad dissemination of
information to all the customers they serve.
In addition, self-service and accessibility are crucial. The ultimate goal is to put customers in control of how and when they interact with the government.
The response to the pandemic has caused many agency leaders to take a hard look at what digital transformation means
to them and consider how they can create the digital government of the future. With a little help from industry, agencies can refine their visions and move forward with a governance model that best meets their needs.
Tahera Zamanzada is director of digital strategy for the global public sector at Salesforce.
Learn more: www.salesforce.com/govcovidresponse
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