Digital modernization in government has been picking up steam over the last decade.
In normal years, government agencies would often grapple with shifting technology priorities and budgets. This has led to some uneven improvements in the past. However, the need for agencies to quickly support the public due to the COVID-19 pandemic was a driving force and intensified the focus on delivering digital services. This dedication and commitment to expanding digital government has led to the most significant digital modernization effort across all levels of government in our history.
The accelerated adoption of new technologies to improve digital customer experience (CX), ensure government mission continuity and support the government’s workforce, was made possible due to dedicated public servants and strong public-private partnerships.