Casey Coleman, senior vice president of global government solutions at Salesforce (NYSE: CRM) and a two-time Wash100 award winner, has said agencies should treat citizens as customers, empower employees and build strategic partnerships on the cloud to facilitate the delivery of government services and transform missions.
Coleman wrote that treating citizens as customers allows agencies to operate “outside-in” and helps them create a “coalition of yes” or an environment that encourages citizens to be more involved.
She noted that providing employees with the platforms to deliver better customer experiences to citizens “gives them the ability to see the impact of their work instead of just enabling them to check the box.”
Coleman said this can be done by linking frontline staff to information technology teams, contact centers and other partners, integrating legacy IT and third-party systems and creating applications that help personnel address new expectations.
Another factor agencies should consider is recognizing the role of partnerships. “Digital cloud platforms make it easy to connect one team’s system to the next, transcend boundaries and create strong partnerships,” Coleman wrote.
She cited how the cloud helps the Inter-American Development Bank leverage the value of partnerships and speed up services delivery.
