How to Drive Federal IT Performance Using Customer Experience

NextGov: The reality is that most federal IT leaders are under increased scrutiny to deliver increased value and productivity from technology investments at the lowest cost. Simply performing a top-to-bottom technology rationalization effort will no longer make their organization instantly lean and agile.

Let’s level-set the conversation: Most federal agencies are struggling to create value—namely due to increasing levels of technology debt, data locked in disparate systems, an inside-out culture, and organizational inertia. Add in the accelerating changes in citizen expectations and you face the proverbial mountain to climb.

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