Salesforce’s Jennifer Ward: Agencies Need Specific Cloud Model, Software to Avoid Technical Debt

Jennifer Ward, senior director of solutions engineering at Salesforce, said using a specific cloud computing model can help federal agencies modernize systems, lower maintenance expenses and increase customer satisfaction.

She wrote in an article published Friday on Fedscoop that cloud software-as-a-service and platform-as-a-service models along with software developed and maintained by providers themselves offer operational advantages while reducing technical debt.

“In contrast, if we take our existing on-premises workload and run it in another IT vendor’s data center, or take one vendor’s software and run it in a different vendor’s data center, we are not eliminating technical debt. We are really just pushing that debt around,” she added.

Ward suggested that agencies deploy enterprise-scale software or an integrated suite such as Salesforce’s Customer Success Platform to help automate processes, develop applications, track information and host training and collaborative efforts. 

The American Customer Satisfaction Index showed that customer service and quality of information were two of the main factors of constituent dissatisfaction during 2018.

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