Teresa Weipert, senior vice president of Sutherland Global Services‘ government solutions business, has suggested federal agencies should collaborate with the private sector to deliver services with digital technology.
She wrote in a guest piece published Friday on Nextgov that public-private partnerships are a good starting point for customer-focused innovation programs in the national security, transportation, education and healthcare sectors.
“Customer service innovation in government will benefit the ongoing digital transformation in government,” she said.
“Lessons learned from commercial practices can be integrated into public programs, to the benefit of both the government and citizens.”
The use of managed service offerings has helped agencies to handle calls and manage customer requests at federal government customer support centers, according to Weipert.
She added that robotic processing automation and analytics tools can also work to help the public sector process transactions faster as well as better manage front and back office functions.