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Federal agencies can meet citizen expectations and accelerate digital transformation by incorporating customer experience design into application development efforts.
In
the
wake
of
the
COVID-19
health
pandemic,
citizens
are
turning
to
their
government
leaders
to
manage
economic
recovery
efforts.
As
a
result,
the
process
of
overseeing
the
much
needed
...
In
2020,
we
conducted
in-person
interviews
with
198
client
executives
across
16
countries,
who
indicate
a
continued
focus
on
meeting
citizen
expectations.
Interviews
were
conducted
before
and
after
the
pandemic
...
In
2020,
we
conducted
in-person
interviews
with
58
client
executives
across
6
countries,
who
indicate
a
continued
focus
on
protecting
through
cybersecurity.
Interviews
were
conducted
before
and
after
the
pandemic
...
For
a
number
of
years,
states
have
been
moving
toward
a
model
where
technology
acts
as
an
enabler,
not
a
driver,
of
business
needs.
In
this
current
environment,
it
is
...