Jonathan Benett, technical director of digital government solutions at Adobe (Nasdaq: ADBE), said the COVID-19 pandemic has highlighted the need for agencies to implement a digital-first mindset.
“Such an approach puts the needs of customers at the heart of everything an agency does, and that includes supporting the employees who serve citizens, partners and other government constituents,” Benett wrote. “With a digital-first mindset, it’s much easier for employees to move their daily work activities to another location because, with the right technology, employees should be able to work from anywhere.”
He said people should have access to a user friendly and secure digital platform that allows them to seamlessly submit applications and interact with agencies regardless of location.
Benett noted that agencies seeking to improve customer experiences should begin with enhancing employee experiences by developing automated workflows.
“By creating automated workflows and integrating data collected from digital forms with systems of record and backend databases, agencies can ensure that customers’ applications are automatically shared with the appropriate office so personnel can review the information, make decisions about eligibility and approve benefits with electronic signatures — from anywhere,” he wrote.
Benett cited how Adobe helps agencies facilitate digital transactions through their mobile devices using their Homeland Security Presidential Directive 12 credentials and how agencies could benefit from such transactions.