Paul Baltzell, vice president of strategy and business development for state and local government at Salesforce (NYSE: CRM), said government agencies looking to counter cyberthreat actors and allow internal teams to focus more on strategic efforts should modernize their digital infrastructure with the adoption of an agile, cloud-based platform.
Baltzell wrote in an article published on Carahsoft’s website that digital transformation calls for agencies to demonstrate “what a new cloud-based, agile approach can deliver” to citizens.
The second and third steps agencies should take are integration and reskilling.
“Reskilling opens everyone up to new technologies and new ways of doing things. Reskilling is especially helpful when you have to make a judgment call on when to use the power of the platform and when to deviate to write a bit of code — either to optimize a customer-facing function or to provide a unique function that doesn’t exist,” he noted.
Baltzell highlighted the 311 call center in Chicago as a digital transformation effort and discussed how the service facilitates access of residents, visitors and business owners to information on services, city programs and events.
“More broadly, the service has shown how the right cloud platform can transform the traditional call center into a modern contact center that unlocks everything from back-office information to self-service capabilities across a single, secure and connected experience,” Baltzell wrote.