Page 21 - FCW, January/February 2021

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Agencies should leverage technology to transform user experiences and meet citizen needs, especially in emergencies such as the coronavirus pandemic.
important that public/private partnership is to breaking down barriers and accelerating solutions domestically and internationally. We are learning lessons about working together and establishing relationships quickly, even between competitive companies and agencies that don’t typically interact on a regular basis.
For example, the Coronavirus Aid, Relief and Economic Security Act demonstrated how funding could be created and
distributed from the federal government to state and local agencies to reach the people who needed it. Those lessons extend to child welfare programs and efforts to keep small businesses open and people working. To support its community and respond to the influx of calls it received for COVID-19 unemployment information, the New Mexico Department of Workforce Solutions uses the Salesforce platform to extend the traditional call center through chat.
Leveraging technology and strengthening the relationships between contractors, suppliers, other private-sector organizations and the government offer a roadmap for how we can solve other big problems more quickly and create a better future for everyone.
Tiffani Bova is Global Customer Growth and Innovation Evangelist at Salesforce.
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