“Think about technology from a restaurant perspective – every Federal agency is a pizzeria, providing citizens with one service. The goal – pivot from pizzeria to GrubHub – allowing citizens to identify essential technology, while agencies serve as the enabler, or ‘delivery service.’ Being a positive digital disruptor will enhance the customer experience, IT experts said Feb. 3 during MeriTalk’s Power of Prediction: Federal IT Operations Management (ITOM) webinar.”
“Modernized ITOM capabilities are at the heart of improving the Federal government’s ability to better serve citizens, according to recent research findings from MeriTalk. While 84 percent of Federal IT managers agreed with that sentiment, most – 70 percent – said the government’s shift to widescale telework in early 2020 brought ITOM challenges to the forefront.”
“Max Aronin, Director of ITx Emerging Solutions at ServiceNow, said during the Feb. 3 webinar that the pandemic’s disruptive impact on Federal IT operations has sped up the IT modernization pace at many agencies. That pressure to modernize has, in turn, accelerated interest and activity in digitization and automation.”
“’The service side and the operations side’ have been ‘coming together to really start figuring out how they tap into the power of artificial intelligence (AI) to help them get predictive instead of reactive,’ Aronin said. Another emerging customer theme, he said, is ‘around service resilience’ and using automation to drive increased resilience at the same time as network operators are adopting more modern practices.”
“Beth Killoran, deputy CIO at the General Services Administration (GSA) and former CIO at the Department of Health and Human Services (HHS), seconded those sentiments on the increased pace of IT modernization at Federal agencies, and the need to focus more sharply on citizen service…” Read the full article here.
Source: IT Automation Fueling Citizen Service Strategies, Experts Tell MeriTalk – By John Curran, February 5, 2021. MeriTalk.
ServiceNow was named to the list of NXT UP firms poised to make big waves in the Federal sector in 2020 and for years to come.
