Salesforce’s Casey Coleman: Citizens, Employees, Partners Key to Transforming Gov’t Services With Cloud

Jeff Brody
Casey Coleman

Casey Coleman, senior vice president of global government solutions at Salesforce (NYSE: CRM) and a two-time Wash100 award winner, has said agencies should treat citizens as customers, empower employees and build strategic partnerships on the cloud to facilitate the delivery of government services and transform missions.

Coleman wrote that treating citizens as customers allows agencies to operate “outside-in” and helps them create a “coalition of yes” or an environment that encourages citizens to be more involved.

She noted that providing employees with the platforms to deliver better customer experiences to citizens “gives them the ability to see the impact of their work instead of just enabling them to check the box.”

Coleman said this can be done by linking frontline staff to information technology teams, contact centers and other partners, integrating legacy IT and third-party systems and creating applications that help personnel address new expectations.

Another factor agencies should consider is recognizing the role of partnerships. “Digital cloud platforms make it easy to connect one team’s system to the next, transcend boundaries and create strong partnerships,” Coleman wrote.

She cited how the cloud helps the Inter-American Development Bank leverage the value of partnerships and speed up services delivery.

You may also be interested in...

Dana Mehnert President

L3Harris Receives $82M SOCOM Order for Falcon IV Manpack Radios; Dana Mehnert Quoted

L3Harris Technologies (NYSE: LHX) has received an $82M order to manufacture Falcon IV AN/PRC-167 radios for the U.S. Special Operations Command's Next Generation Tactical Communications program.


Leidos to Help Modernize HUD Contact Center Through GSA CoE Program

Leidos (NYSE: LDOS) has received a contract to help the Department of Housing and Urban Development establish a resource center for the Federal Housing Administration as part of the General Services Administration’s Centers of Excellence initiative.