Deloitte’s Phong Huynh, Raj Yanambakkam: PaaS Could Help Agency Employees Improve Customer Engagement

Phong Huynh and Raj Yanambakkam of Deloitte have said platform as a service could help government agencies attract and retain employees and advance innovation when it comes to customer engagement.

Huynh and Yanambakkam wrote that PaaS works to accelerate transformation by allowing agency employees to focus on citizens and relieving them from repetitive activities.

œPaaS arms agency employees with consistent data and functionality so that they can see a comprehensive history of how they interact with customers while working to eliminate overlap and inefficiencies.

They discussed how PaaS helps ensure the consistency in an agency employee™s user experience.

œIt extends to how employees navigate between programs, how they search, and how their tasks and dashboards are organized. And once an employee is set up on the platform, he or she can seamlessly access any new applications and capabilities as they are added, they noted.

œThe consistency woven into a platform enables faster adoption of new technology and supports ongoing training.

Yanambakkam and Huynh explained how PaaS could enable agencies to facilitate coordination across initiatives and provide ways to help government personnel streamline the process of engaging with citizens.

They said agencies seeking to generate insights with regard to PaaS adoption in order to address specific needs should look for an experienced and knowledgeable partner.

Huynh is a principal at Deloitte while Yanambakkam is a senior manager at the consulting firm.

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