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The adoption of open and secure cloud platforms across agencies becomes a critical success factor for developing robust digital services.
structure level, as noted in the OMB guidance. As each agency invests in modern computing capabilities that rely on cloud computing platforms, the adoption of open and secure cloud platforms across agencies becomes a critical success factor for developing robust digital services. A recent report by the IBM Center for the Business of Government — titled “Aligning Open Data, Open Source and Hybrid Cloud Adoption in Government” — highlights the benefits of a cloud infrastructure that supports open and interoperable applications. TMF funding that pro- motes pilot, prototype and scalable cloud-based infrastructure will also fund the foundation for digital applica- tions, which agencies can adapt based on iterative improvement and public feedback over time.
This integration of governmentwide modernization at the infrastructure and shared-services levels with agency- specific digital investments provides a pathway for agencies to leverage TMF for investment in systems and appli- cations with scalable and sustainable returns over time, consistent with TMF’s goals and OMB’s implementation guid- ance. Such a strategy can have signifi- cant resonance and foster an improved experience for individuals who receive government services.
Tapping TMF to improve the customer experience
The idea:
Focusing on customer experience as part of the TMF investment strategy will enable agencies to improve services and build trust in government.
Government’s interaction with mem- bers of the public occurs throughout a person’s life. By focusing attention on delivering a great experience for customers, agencies will provide great value for the people they serve. Cus- tomer experience thus becomes a stra- tegic imperative in mission delivery and a foundational element to build public trust in government.
The use of TMF to support improve- ments in CX is a key goal in OMB’s recent TMF guidance. In a further reflec- tion of the importance of CX, Congress has embraced the subject in newly intro- duced bipartisan legislation: the Trust in Public Service Act.
An individual’s interaction with government is generally triggered by a journey through life events or through one of many daily life activities. In a common life-event journey, a person receives a Social Security number
at birth; moves into adulthood and receives government-backed loans for education or small-business support, housing assistance, health insurance or veteran’s benefits; and applies for Social Security and Medicare benefits after retirement.
In an example of a daily-life activity, members of the public interact with the Transportation Security Administration when traveling by air for business or pleasure. Any interaction with the fed- eral government can lead to a satisfying or frustrating experience, which either engenders or discourages trust in the government’s ability to deliver on its promise.
This is especially true for agencies that have been designated high-impact service providers (HISPs), as outlined in OMB Circular A-11, Section 280 (“Managing Customer Experience and Improving Service Delivery”). HISPs are service providers that have significant scope and scale and a high impact on the public due to the number of custom- ers they serve or the importance of the services they provide.
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