Tag Archives: PUBLIC SECTOR

How CX Is Driving Government Modernization

Posted on by

Improving the "customer" experience (CX) for citizens interacting with the government has been a focus for several administrations. The reason is that better experience equals improved trust in government. It's critical that our systems live up to the promise of government for the people.

Defining the Pieces of CX

A critical part of getting experience right is understanding the different pieces that make up a customer experience. Words like "experience" and "service" are often used interchangeably when talking about CX efforts, but it is important to understand some key differentiators. Continue reading →

Supporting AI Growth in Government with Professional Education

Posted on by

Artificial Intelligence (AI) is being incorporated into the function of government in numerous ways. The AI.gov website includes more than 700 AI use cases across federal agencies.

Among the many projects, AI is being used to:

These pilot projects provide a peek into the power of AI to improve the speed and effectiveness of decision-making and service to citizens. However, for AI to have a government-wide impact, the success and challenges of these solid projects need to be shared. Continue reading →

The Lesser Known Missions of Homeland Security

Posted on by

The mission of the Department of Homeland Security (DHS) is widely understood, "to safeguard the American people, our homeland, and our values." However, in carrying out this mission, DHS touches a number of areas that may not seem intuitively tied to homeland defense but are nonetheless critical challenges facing the nation as well as agencies across government.

Artificial Intelligence

DHS has a key role in securing the homeland from cyber threats. The department's Cybersecurity & Infrastructure Security Agency (CISA) is the operational lead for federal cybersecurity and the national coordinator for critical infrastructure security and resilience. With this responsibility, CISA and other DHS agencies play a key role in shaping policy and guidance around emerging technology use. Today, they are keenly focused on helping agencies safely and ethically use Artificial Intelligence (AI) to improve mission effectiveness.

DHS is leading by example. AI is currently being used to aid border-patrol efforts, combat drug trafficking, and create age-progression estimations of missing children. While implementing AI itself, DHS is also focused on how adversaries may use AI and creating ways to defend against the technology being used to spread disinformation, create more advanced cyber attacks, or speed the development of weapons. Continue reading →

New Tech Means New Acquisition Strategies for DoD

Posted on by

With more and more battles being fought in cyberspace, the pace of warfare has accelerated. However, the systems that support our warfighter were not designed to support the speed or types of products and services needed for modern defense. This year's AFCEA West Conference is focused on ensuring acquisition and readiness are on pace to meet global security demands. Ensuring our warfighters get the tools they need when they need them is a critical effort requiring evolution and reform of defense acquisition.

Improved Private Sector Coordination

A congressional hearing in late 2023 discussed the need for the Department of Defense (DoD) to tap into the innovation taking place in the private sector to stay competitive with global adversaries. A draft of the national defense industrial strategy stated that the defense industrial base "does not possess the capacity, capability, responsiveness, or resilience required to satisfy the full range of military production needs at speed and scale." Continue reading →

Regulating Blockchain’s Promise

Posted on by

Blockchain is proving to be an enabler of secure and transparent government transactions. As with any technology, as it gains traction it also gains scrutiny. Several laws and regulations have been introduced to ensure that risks associated with blockchain are understood and mitigated.

Recently, the Government Accountability Office issued a recommendation that the Securities and Exchange Commission and other federal financial regulators create a formalized coalition to coordinate the identification and addressing of blockchain-related risks. These risks could include security gaps resulting from old software, phishing schemes, speed of networks, and foreign access to sensitive data. Continue reading →