Tom Romeo, general manager of federal business at Maximus, has said there are four trends that would drive information technology modernization in the federal government this year and one is the focus of agencies on enhancing citizen experience.
Romeo wrote in a GCN article published Thursday that making citizen experience a priority would increase the use of new digital tools such as chatbots and automated voice systems within government agencies.
“And, because of its ability to harness analytics and apply machine-learning to imitate human activities and behaviors, artificial intelligence is becoming almost foundational to the digital transformation of citizen service,” he added.
Romeo noted that he expects agencies to boost adoption of robotic process automation as well as incremental approach to digital transformation.
Other trends he expects to see in the federal government are the increasing focus on cybersecurity and the potential role of emerging technologies and policies in changing the nature of government work.