Recently, as agency leaders have prioritized IT modernization as a catalyst to prepare their agencies for the future, technology has been leaned on as the “big fix” that will single-handedly solve every existing challenge and eliminate future ones. Technology is innately an important part of modernization efforts, including the transitioning of legacy systems. And, while it is an excellent tool for reducing costs, increasing productivity, and delivering consistent, high-quality service to citizens, it is not very effective when applied in a vacuum. Because of this, it is vitally important that agency leaders take a more holistic view of their agency mission, prevalent engagement and service delivery models, and the people they serve when approaching modernization initiatives to ensure the desired outcomes are achieved.
Bring in the Right Domain Expertise
There are a number of factors and steps that need to be considered. One of the first steps is to enlist domain experts who can bring an understanding of agency operations and experience from addressing similar challenges across both government and the private sector. These experts, who may be former agency subject matter experts or private sector professionals, need to take a 360-degree view of the agency from both a technology and process perspective. Most importantly, they need to be able to ask “what problem are we trying to solve?” rather than just asking “which technology should we implement?”
While these experts can bring insights that can complement the knowledge of the agency’s project team, but it’s also crucial that these experts ensure that they work closely with the agency’s project team and that they earn their trust. According to a recent study, 70% of change programs in the public sector fail ..
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