Since the 2018 bipartisan 21st Century Integrated Digital Experience Act, the U.S. government has advanced its public services with improved digital strategies. Notable progress includes website modernization at the Department of Health and Human Services and form digitization at the Social Security Administration. However, an essential aspect has been neglected: the internal workforce experience, which directly impacts the quality of customer service. Federal IT leaders face operational strain as they manage outdated systems under increasing expectations, underscoring the urgent need for holistic collaboration across various departments to enhance both employee and public service experiences.
The focus on improving external public services has overshadowed the crucial need for enhancing the internal workforce experience, which is essential for delivering effective government services.
Federal IT leadership faces increasing pressure to maintain and modernize systems amidst staffing reductions, highlighting the need for cross-functional collaboration beyond just IT.
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