Mary-Louise Hoffman
Many federal agencies are responding to the public’s need for government services through modern technology and collaboration with industry, Tom Romeo, president of Maximus‘ federal services business, wrote in a Federal Times article published Tuesday.
Romeo said he believes the federal government could transform customer experience this year and onward with outcomes-based and collaborative strategies.
“It will require strong leadership from agencies and collaboration with private industry, more efficient business processes enabled by innovative technology, and an openness and willingness to solicit, listen to, and incorporate feedback from citizens about their experiences,” he stated.
He noted the General Services Administration, Department of Veterans Affairs and the Office of Management and Budget as among the agencies turning to technology to deliver customer services.
VA launched a digital services team and seeks to update the agency’s service delivery framework through the OneVA program, according to Romeo.
OMB established the U.S. Digital Service with the goal of helping other federal agencies build digital platforms for citizens and industry partners, while GSA formed the 18F office to drive digital innovation across the government, he added.
