Tag: citizen services

Customer experience (CX) has emerged as a key priority in the US following the 2021 Biden Administration Executive Order (EO) to transform federal customer experience and service delivery. Application modernization enables agencies to simplify business processes and provide customers with flexible, interactive, and simple to use applications, resulting in improved CX. In this blog post, we present an AWS architecture framework that agencies can use to develop and deploy a modern application that helps improve CX.

To prevent citizens from falling behind on their mortgages, the federal government awarded states $10 billion from the Homeowner Assistance Fund (HAF), delivered under the American Rescue Plan Act of 2021. This funding required sign-off from the US Department of the Treasury to access and the funds needed to be distributed quickly. AWS customer ProLink Solutions supported states with rapidly designing and deploying new programs and workflows, which helped states acquire these funds and quickly deliver them to citizens in need.

When I worked in the UK government, I led the Government Digital Transformation Service (GDS) Transformation Program, where we used an Agile approach to modernize a range of services, from social care benefits to prison visit booking. Now, I work with the AWS Institute executive education program to teach public sector leaders how to accelerate and expand their impact for citizens with digital transformation. In this blog post, I share my experience using the Agile approach to transform government services, and offer some best practices for organizations who want to adopt a bias for Agile action to deliver successful modernization faster and at scale.

While several public sector organizations launched new digital services during the pandemic, many still struggle with providing a high quality and equitable customer experience. To reduce the risk of a digital service not being received, or only being used by a limited portion of the intended population, government leaders should ask three customer experience questions before deploying new services — and consider how the cloud can help shape the answers.

Cloud Innovation Centers (CICs) powered by Amazon Web Services (AWS) aim to empower public sector organizations to quickly create and test new ideas using Amazon’s innovation methodology. With the CIC program, students and researchers, along with AWS teams, focus on solving real-life societal challenges facing the public sector. Learn more about some of the digital solutions on challenges the CIC team published over the last quarter such as working to prevent opioid overdose, discovering new coronaviruses, and using machine learning to monitor beehive health.

Cloud Innovation Centers (CICs) powered by Amazon Web Services (AWS) aim to empower public sector organizations to quickly create and test new ideas using Amazon’s innovation methodology. In the second half of 2020, all those who participate in the CIC program, from students and researchers to the technology teams from AWS, worked on wide-ranging societal problems. Their focus was on improving education with virtual computer labs, working on climate change initiatives, improving economic and healthcare research, and supporting at-risk high school students. What were they up to at the end of 2020?

AWS Cloud Innovation Centers (CICs) focus on solving real-life societal challenges facing the public sector. These public-private partnerships between a public sector organization—like a university or local city—and AWS can help unlock innovation, faster. Through the CIC challenges, organizations and students work to solve societal problems through digital solutions and Amazon’s innovation processes while providing students a platform to learn. These solutions and results are published open source, so others can benefit from this innovative work. This past quarter, CICs worked on address Alzheimer’s, citizen services, and coronaviruses.

Health and human services (HHS) agencies are in the midst of dramatic change, with ever-growing transaction volumes and increasing demand for new services and visibility into data. Looking for new ways to manage constituent demands, the agencies are turning to the cloud to run mission-critical applications that administer healthcare and social benefits programs for millions of beneficiaries, resulting improved system agility, security, and costs.

From healthcare to veteran services to aerospace research, federal agencies have leveraged the cloud to advance their missions. With benefits from the cloud, such as cost savings, data redundancy, and opportunities to adopt emerging technology, federal customers can better serve and protect their constituents. Three federal agencies recently shared how they improved efficiency through information technology (IT) modernization to ultimately better serve citizens.

At the first Amazon Web Services (AWS) Public Sector Summit in New Delhi, India more than 1,000 technologists gathered to learn about digital transformation through cloud technologies, get inspired, dive deep, and begin to build. AWS customers highlighted the groundbreaking work done in India through technology to improve the lives of the more than one billion Indian citizens. Read more for some highlights from the AWS Public Sector Summit New Delhi, including simplifying the delivery of citizen services in rural India, a new vision for the data-driven city in India, and skilling and re-skilling the workforce of the future.