In a world of remote work and on-demand delivery, it’s hard for any organization to win consumer trust with bad digital services. The same is true for the federal government which lags the private sector on customer satisfaction, scoring lower than any other industry or sector studied according to research firm Forrester. But President Joe Biden recently signed a sweeping executive order aimed at modernizing government and improving customer experience and service delivery at federal agencies. The move comes after decades of delays and missed deployment dates that have contributed to the glacial pace of digital transformation in government.
But while it remains to be seen whether Biden’s executive order will turn things around, one notable technologist thinks federal agencies are already making headway in living up to the promise of digital transformation.