David Egts, chief technologist of the North American public sector organization at Red Hat, recently participated in an Executive Spotlight interview to share his views on how federal agencies can transform service delivery and customer experience.
He pointed to what the administration calls a “time tax” as a major force that impedes organizational efficiency and user experience for government organizations.
“I and others refer to it as sludge,” Egts told GovCon Wire in the interview.
“Sludge starts small, builds up internally, and eventually seeps into the citizen experience. For example, an agency might have multiple web portals that users need to navigate to get a single service.”
Egts said he believes auditing, automation and business process mapping are key approaches for the government to improve its relationship with the people it serves.
“Once you’ve identified the sludge, start cleaning it out. Replace it with automated and integrated systems and processes that can expedite your ability to provide better citizen services.”