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Salesforce’s Christopher Radich: Agencies Should Adopt a Mix of As-a-Service Offerings, Reduce Reliance on Custom Code

Christopher Radich, regional vice president of public sector digital strategy at Salesforce (NYSE: CRM), said government agencies seeking to reduce their dependence on custom code and improve customer service should develop and implement a multicloud strategy that includes a combination of software-as-a-service, infrastructure-as-a-service and platform-as-a-service offerings.

“And they should consider low-code options within the SaaS and PaaS categories to limit their reliance on custom solutions,” Radich wrote.

He noted that the Cloud Smart policy of the federal government has made low- and no-code a key component in cloud strategies of agencies and that those organizations seeking to build up their multicloud environments should transition from cloud first to SaaS first.

“To further strengthen their multi-cloud environments, agencies should begin to reshape their strategies from cloud-first to SaaS-first,” Radich said.

“They should consider their options in this order: 1) SaaS to replace applications, 2) low-code PaaS to rebuild via configuration, 3) high-control PaaS to rebuild via code and 4) IaaS, or rehosting, only if the other approaches aren’t sufficient,” he added.

Radich also called on agencies to use contract renewals as an opportunity to assess their legacy systems, cloud products and services and prioritize the enhancement of mission services for stakeholders.

“To ensure that their portfolios are complete, agencies should perform market research on various customer engagement software categories and make investments in customer engagement centers, digital experience portals, and business intelligence and analytics,” he added.

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