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Redefining Digital Government Experiences

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Redefining Digital Government Experiences REDEFINING DIGITAL GOVERNMENT EXPERIENCES A ROADMAP FOR CREATING WINNING CUSTOMER EXPERIENCES 2 TABLE OF CONTENTS A New Citizen Experience Starts Today 3 Steps for CX Success 8 • Recognize that Design is Power Why are Agencies Taking Action? 4 • Transform Constituent Service Experiences • Rising Citizen Expectations • Become a Mobile Champion • Policy Changes • Get Efficient • Security • Secure the Content • Compliance Managing the Digital Transformation 15 Why Digital Experience Matters to Your Agency 7 • The Return on Investment • Build Your Brand 3 A NEW CITIZEN EXPERIENCE STARTS TODAY With the explosion of touch points and ways to communicate, government today is for understanding best practices, and delivering digital services that will delight your more connected than ever with the public—and the need to deliver quality digital users. You’ll learn new strategies to help put your agency on the path to digital experiences is greater than ever. Government agencies now communicate primarily transformation, as well as practical tips for getting the job done. to users through their websites. However, user satisfaction with federal websites is down across almost every measure. Only 60 percent of users feel that federal websites contain relevant information and even fewer feel they have a professional look and feel, according to Forrester research. ITIF reviewed almost 500 popular federal websites and found that approximately 91 percent failed to perform well on 60% either page-load speed, mobile friendliness, security, or accessibility. of users feel that federal Government decision makers like you are challenged to provide digital and mobile- websites contain relevant friendly services that are comparable to the private sector. Preparing your agency to information. provide this level of digital experience is no small task. In the past, incremental change was the norm. But given the rapid improvements in digital services, where citizens and consumers demand what they want, when it want it, government agencies must listen and act. Now is the time to invest in the people, processes, and technology that will fuel your digital transformation. 91% failed to perform well on either When agencies invest in systems and structures that support digital growth, the page-load speed, mobile possibilities are endless. CIOs are expected more than ever to find solutions, yet friendliness, security, or bureaucratic roadblocks and scarce resources continue to limit IT as well as accessibility. regulatory advances. The right digital systems can make the difference. Agencies that have pioneered digital transformations are providing new, exciting services to the people, improving user experiences, and saving time and money. The transformation for your own agency begins right now. We’ve created a roadmap 4 WHY ARE AGENCIES TAKING ACTION? Government agencies are facing new pressures from More important to all directions to adopt solutions that will streamline citizens Design workflows and save money. From policy mandates to 1st Graphics, visuals, and content are usable and easy to navigate. rising citizen expectations, here are a few factors that are making change inevitable. Relationship 2nd The experience creates a relationship between RISING CITIZEN EXPECTATIONS the citizen and the provider. We live in a digital era in which services—from rides to file storage—are available on Relevance demand. In this new paradigm, the citizen is in the driver’s seat, deciding what time of rd Content and functionality tailored to meet the day, what channel, and what service they want. Increasingly, people seek to access 3 needs of the specific individual or group. services online, skipping the office visit or telephone call altogether. According to new research from Adobe and WPP, citizens expect digital public services Mobile to be highly functional, efficient and well-designed. More fundamentally, they want a 4th Optimized and responsive across smartphones, positive experience with services tailored to their needs, which promotes a closer tables, and desktops. relationship or dialog.1 Less Citizen journey Yet the research suggests governments are not yet meeting citizen expectations in the important to 5th The online process is seamless, efficient, and more advanced and emotive components of experience, like Relationship and citizens complete. Relevance. Government agencies that deliver these components well will likely build the strongest and most meaningful connections with citizens, because they demonstrate that they have considered citizens’ needs, preferences and views. To view the full global survey results, and download the report from Adobe and WPP, click here. 1 https://landing.adobe.com/en/na/solutions/government/ctir-2798-wpp-adobe-global-citizen-benchmark.html 5 U.S. POLICY CHANGES New rules and mandates are also driving agencies to change. At the federal level, there are new requirements to improve the management and promotion of electronic government services and processes as put into place by the E-Government Act of 2002. Since then, a wave of new information, security and electronic government policy mandates, and recommendations have passed, driving even more digital change over the last few years. This includes the revised Circular A-130, Federal Information Technology Acquisition Reform Act (FITARA), and the recently enacted Modernizing Government Technology Act of 2017 (“MGT”). MGT specifically will make it easier for government agencies to fund new IT projects and help them deliver more secure and less costly digital experiences to citizens. CIOs at the state and local levels are facing even more demand from the public because of the increasing dependence on the services provided by these agencies. Departments of motor vehicles, welfare offices, and tax collectors interact with the public daily and need to bring their legacy IT systems into the modern era. This combination of citizen expectations and government mandates means agencies must transform or fall behind. SECURITY Cyberthreats are rapidly evolving, so your security must keep up. Hardly a week goes by without news of another data breach exposing sensitive information on thousands of people. To better protect themselves from a similar breach, agencies are updating their systems and looking for new strategies to secure their content. Chief Information Officers recognize that traditional network security is not enough to keep their content secure, so they turn to content security to better protect data. 6 U.S. FEDERAL COMPLIANCE FedRAMP The Federal Risk and Authorization Management Program, or FedRAMP, provides a standardized approach for government agencies to acquire cloud solutions from companies like Adobe, to ensure that they are secure. In July 2015, Adobe received FedRAMP authorization for our Cloud Services for Government, including Adobe Experience Manager and Adobe Connect, run by Adobe Managed Services. This ATO can be used across the federal government, decreasing the time and cost for other federal agencies and organizations as they adopt Adobe’s cloud services. While FedRAMP authorization may not apply to state, local, or foreign governments, it should provide peace of mind to all agencies knowing that Adobe cloud products share a standardized approach to security assessment, authorization, and continuous monitoring. Accessibility Section 508 of the U.S. Rehabilitation Act prohibits federal agencies from buying, developing, maintaining, or using electronic and information technology that is inaccessible to people with disabilities. This ensures that government information is available to all Americans regardless of their physical abilities. To help agencies comply with these rules, Adobe provides product accessibility support and reporting on standards compliance, maintains relationships with assistive technology vendors to ensure that Adobe software works well with end-user tools, and provides information and resources for end users with disabilities. We help agencies meet accessibility standards and produce accessible content because we are committed to accessibility and strive to address it in our products and services. 7 WHY DIGITAL EXPERIENCE MATTERS TO YOUR AGENCY Although agencies want to adopt the same solutions used in the private sector, government departments tend to be risk averse and face cost constraints different to their private sector counterparts. This results in funding going to legacy system upgrades and repairs rather than new and improved solutions. As a leader of your organization’s IT infrastructure, you need to understand the long-term cost and brand benefits of your digital transformation. THE RETURN ON INVESTMENT BUILD YOUR BRAND Government mandates and public expectations are not the only factors driving digital Improving user experiences is the easiest way to improve your brand. People are more transformation. In the face of mounting pressures, CIOs across the country are also likely to engage and recommend digital services if they have had a positive experience. recognizing the benefits of transforming their organizations. The digital transformation Therefore, it is vital to develop a customer-centric mentality and to think about how, dividends are clear. Agencies can significantly decrease costs and overhead spending where, and when users will want to engage with your agency. Branding is not just for through a lighter, more streamlined infrastructure that requires less IT involvement, businesses; it is for the public sector as well.users
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