Page 30 - FCW, August 2020

Commentary|BY BRIAN ROACH
BRIAN ROACH is managing director of U.S. regulated industries at SAP North America.
The vital prerequisite to a ‘new normal’
The coronavirus pandemic has revealed the importance of digital government and demonstrated agencies’ ability to achieve it
Since COVID-19 emerged, government agencies have overcome diverse challenges to assume essential new roles, including managing
the national stockpile, processing stimulus checks and enacting (and enforcing) unique public safety protocols. Overall, the pandemic has proven that when change is needed, government organizations can adapt and modernize quickly.
The government’s COVID-19 response has validated my belief
that a digital government is best positioned to serve the populace. From the outbreak’s onset, agencies that had already invested in modern technology infrastructure realized far better outcomes than their laggard counterparts. For example, the ability to immediately adapt to a virtual work environment distinguished the haves from the have-nots.
As pandemic restrictions ease, agencies have a prime opportunity
to shift from a state of reactivity to proactivity. The chasm between the two ends of the spectrum is wide, but now is the best time for the have-nots to catch up. Lessons are fresh and resources are once again available, which means the divide can be overcome during this critical window.
The post-pandemic environment is just beginning to materialize, but we can anticipate several immediate needs in the government sector, including better remote work capabilities, improved employee health and safety programs, and streamlined citizen experiences.
In all cases, modern digital
capabilities play a pivotal role. Here are three key areas of
consideration federal agencies should prioritize in the near term:
1. Leverage data insights to chart an optimal course forward. Crises have a way of bringing out the best in society as long as we’re willing
As pandemic restrictions ease, agencies have a prime opportunity to shift from a state of reactivity to proactivity.
to reflect, learn from our mistakes (and successes) and enact meaningful change. The Pandemic Response Accountability Committee’s recent report outlining federal agencies’ top challenges is a great start. Now each agency has an obligation to take a deeper dive into its operations and leverage data to expose areas for improvement. As part of this process, government leaders should ask:
What was our No. 1 weakness when COVID-19 surfaced? How accurate are our data sources? What smart technology investments can we make in the short and long terms to drive future efficiencies?
2. Evolve the employee experience. Before the pandemic,
the public sector was grappling
with a skills shortage and an aging workforce. However, recent stay-at- home orders triggered widespread adoption of more flexible work policies and collaboration tools. With the majority of federal employees and contractors still teleworking as of mid-June, the public sector has no choice but to embrace these overdue changes and evolve their employee experiences. Doing so will better position the government to compete with the private sector for top talent, resulting in a stronger staff that’s better equipped to serve its citizens.
3. Meet constituents where they are. Over the past several months, agencies have been forced
to introduce or evolve digital touch points to communicate with citizens. Certain agencies that had previously invested in IT modernization —
such as the IRS and the U.S. Patent and Trademark Office — were prepared to offer integrated citizen experiences while others had to catch up. Even when the pandemic is in
our rearview mirror, citizen behavior and expectations will have changed, so the onus will be on agencies to maintain the same level of remote access.
It’s not possible to become digitized, data-driven and citizen- centric overnight. Rather, it’s a journey that agencies and their constituents will begin to benefit from as soon as they start. In the ideal “new normal” scenario, all government agencies will take this reality into consideration. n
30 August 2020 FCW.COM