Nasi Jazayeri and Mia Jordan of Salesforce (NYSE: CRM) said government agencies looking to facilitate the delivery of services to citizens in today’s rapidly changing environment should adopt cloud-based technologies and make a commitment to continuous innovation.
Jazayeri and Jordan said agencies should come up with an “agile first” strategy to update foundation and policies to focus on modern information technology and invest in low-code and no-code platforms and cloud-based tools that are agile and secure.
“Agencies should develop a digital strategy that identifies both their pain points and where they require investment in people and tools,” they wrote.
Jordan and Jazayeri noted that governments should invest in tech platforms that address holistic problems and meet multiple use cases and requirements and establish focus groups composed of employees, customers and partners to “understand and close gaps where challenges exist in mission delivery.”
They discussed how automation could help agencies improve customer and employee satisfaction when applied to processes and workflows.
Jazayeri and Jordan also cited the New Mexico Department of Finance and Administration, Wyoming Business Council and New Hanover County as some of the state and local government agencies that have adopted cloud to improve customer experience and work processes.
Jazayeri is executive vice president and general manager of Salesforce’s public sector. Jordan is a digital transformation executive at the San Francisco-based customer relationship management platforms provider.