White Paper
15 min

How Federal Agencies Can Provide an Optimal Digital Experience

To optimize the digital experience, agencies must consider the needs of both remote and in-office workers.

IN THIS ARTICLE

When it comes to delivering a seamless digital experience, federal agencies face many of the same demands and challenges as organizations across the private sector. Users both internal and external expect a seamless experience that provides convenience along with reliable and secure access — just like in their personal lives.

However, agencies also have additional considerations when it comes to the digital experience. Working remotely doesn’t necessarily mean working from home: Some federal employees need secure access when working from international or military locations. Others require remote access to collaborate with colleagues across disparate areas. And many rely on access to highly sensitive legal data. Connectivity is essential, and security is paramount.

Despite the additional obstacles, strategic planning can enable agencies to deliver the kind of digital experience their users demand without putting employees and citizens (or their data) at risk.

CDW can empower your digital workforce, anywhere and anytime.

When it comes to delivering a seamless digital experience, federal agencies face many of the same demands and challenges as organizations across the private sector. Users both internal and external expect a seamless experience that provides convenience along with reliable and secure access — just like in their personal lives.

However, agencies also have additional considerations when it comes to the digital experience. Working remotely doesn’t necessarily mean working from home: Some federal employees need secure access when working from international or military locations. Others require remote access to collaborate with colleagues across disparate areas. And many rely on access to highly sensitive legal data. Connectivity is essential, and security is paramount.

Despite the additional obstacles, strategic planning can enable agencies to deliver the kind of digital experience their users demand without putting employees and citizens (or their data) at risk.

CDW can empower your digital workforce,
anywhere and anytime.

mkt73335-fed-digital-experience-secondary3

Creating a Top-Notch Digital Employee Experience

Federal agencies are at something of a crossroads when it comes to their employee experience. Over the past several years, mission leaders and IT professionals have worked to implement systems designed to enable effective distributed work, whether remote or hybrid. However, in 2023, the Office of Management and Budget urged agencies to curtail telework and bring more employees back to the physical office.

“The guidance … directs agencies to refresh their work environment plans and policies—with the general expectation that agency headquarters will continue to substantially increase in-person presence in the office,” writes Jason Miller, OMB’s deputy director for management, in a blog post accompanying the memo. “Workplace flexibilities will continue to be an important tool for ensuring agencies are able to retain and compete for top talent in the marketplace. Because the federal government is a vast organization, there is no one-size-fits-all approach.”

While this guidance paints a somewhat hazy picture of the future, two things are clear: 1) Most agencies need to continue to provide some form of workplace flexibility to compete for employees; and 2) agencies need tools, systems and processes that prepare them to meet their missions in any scenario.

68%

The percentage of respondents who think that their organizations’ business leaders are familiar with the cybersecurity risks they face



Whether they’re working at home, in the office or in a hybrid fashion, employees desire a seamless, intuitive digital experience. In addition, according to Riverbed, 68 percent of leaders believe that younger workers will consider leaving their organizations if they fail to meet their digital experience needs.

What does this mean in practice? At a minimum, meeting expectations for the digital employee experience requires agencies to supply their workers with modern devices, effective collaboration tools, robust connectivity and comprehensive security solutions. It also means providing remote access solutions that enable collaboration and communication between colleagues across locations.

In short: Agencies must equip employees to do their jobs from anywhere by providing them with a technology experience that will help them to succeed in any setting. 

A New Way to Hybrid Work

Hybrid work has evolved from the early stages of the pandemic, and agencies are now grappling with how to drive innovation and productivity.

Many agencies now have multiple platforms they use for collaboration, both internally and with the citizens they serve, which can lead to friction for users, increase costs and complicate management.

Agencies and citizens are increasingly moving to multimodal forms of communication, and automation tools are helping to streamline internal processes and interactions with external users.

As agencies evolve their hybrid work setups, they must ensure that the in-office technology experience is exemplary and doesn’t dissuade employees from coming in.

CDW can help your agency manage
distributed work environments.

Creating a Top-Notch Digital Employee Experience

Federal agencies are at something of a crossroads when it comes to their employee experience. Over the past several years, mission leaders and IT professionals have worked to implement systems designed to enable effective distributed work, whether remote or hybrid. However, in 2023, the Office of Management and Budget urged agencies to curtail telework and bring more employees back to the physical office.

“The guidance … directs agencies to refresh their work environment plans and policies—with the general expectation that agency headquarters will continue to substantially increase in-person presence in the office,” writes Jason Miller, OMB’s deputy director for management, in a blog post accompanying the memo. “Workplace flexibilities will continue to be an important tool for ensuring agencies are able to retain and compete for top talent in the marketplace. Because the federal government is a vast organization, there is no one-size-fits-all approach.”

While this guidance paints a somewhat hazy picture of the future, two things are clear: 1) Most agencies need to continue to provide some form of workplace flexibility to compete for employees; and 2) agencies need tools, systems and processes that prepare them to meet their missions in any scenario.

68%

The percentage of respondents who think that their organizations’ business leaders are familiar with the cybersecurity risks they face



Whether they’re working at home, in the office or in a hybrid fashion, employees desire a seamless, intuitive digital experience. In addition, according to Riverbed, 68 percent of leaders believe that younger workers will consider leaving their organizations if they fail to meet their digital experience needs.

What does this mean in practice? At a minimum, meeting expectations for the digital employee experience requires agencies to supply their workers with modern devices, effective collaboration tools, robust connectivity and comprehensive security solutions. It also means providing remote access solutions that enable collaboration and communication between colleagues across locations.

In short: Agencies must equip employees to do their jobs from anywhere by providing them with a technology experience that will help them to succeed in any setting. 

A New Way to Hybrid Work

Hybrid work has evolved from the early stages of the pandemic, and agencies are now grappling with how to drive innovation and productivity.

Many agencies now have multiple platforms they use for collaboration, both internally and with the citizens they serve, which can lead to friction for users, increase costs and complicate management.

Agencies and citizens are increasingly moving to multimodal forms of communication, and automation tools are helping to streamline internal processes and interactions with external users.

As agencies evolve their hybrid work setups, they must ensure that the in-office technology experience is exemplary and doesn’t dissuade employees from coming in.

CDW can help your agency manage
distributed work environments.

Hybrid Work and the Employee Experience: By the Numbers

<25%

The percentage of occupancy rate in mid-2023, for 17 agenceies. None of the agencies were more than half occupied1, 2

14%

The percentage of federal employees that have an approved agreement for full-time telework3

55%

The percentage of federal employees who participate in some form of hybrid work3

64%

The percentage of federal employees that say they’re satisfied with their current remote, hybrid or in-office working situations4

87%

The percentage, across industries, of decision-makers that say slow-running systems and apps, as well as outdated technology, are directly impacting performance5

91%

The percentage, across industries, of decision-makers believe that they will need to provide more advanced digital experiences to adapt to the expectations of younger workers5

Hybrid Work and the Employee Experience: By the Numbers

<25%

The percentage of occupancy rate in mid-2023, for 17 agenceies. None of the agencies were more than half occupied1, 2

14%

The percentage of federal employees that have an approved agreement for full-time telework3

55%

The percentage of federal employees who participate in some form of hybrid work3

64%

The percentage of federal employees that say they’re satisfied with their current remote, hybrid or in-office working situations4

87%

The percentage, across industries, of decision-makers that say slow-running systems and apps, as well as outdated technology, are directly impacting performance5

91%

The percentage, across industries, of decision-makers believe that they will need to provide more advanced digital experiences to adapt to the expectations of younger workers5

cdw

Enabling Federal Employees to Work from Anywhere

Some agencies have struggled to meet the elevated expectations people have of their digital experience. The user interface needs to be easy to use, intuitive and compatible with the technology being used across multiple locations. Meanwhile, agencies must ensure that remote workers are able to contribute and participate in the same ways their in-office counterparts are.

SUBPAR OFFICE EXPERIENCE: If agencies believe that having workers in the office leads to more spontaneous collaboration and higher productivity, then the in-office technology experience needs to be better than what users can get at home. Because remote work gives employees flexibility and convenience, the in-office IT must be superior, not subpar. 

INCOMPATIBLE SOFTWARE: In the office, workers might collaborate on one software platform while a conference room is set up to work best with another. That can cause IT headaches and delays in communication and potentially deter employees from coming into the office. 

Click Below to Continue Reading

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DIGITAL WHITEBOARDS: Some offices are now equipped with digital whiteboards that allow users to easily brainstorm and sketch out ideas using digital screens to incorporate data from web and productivity applications. However, agencies must make sure all participants can access the technology and contribute meaningfully from any location.

STANDARDIZED EXPERIENCES: As agencies look to integrate in-office and remote workers more seamlessly, they should standardize their software and hardware offerings onto a smaller number of platforms. Streamlining can help reduce costs and enhance security by limiting the number of products that must be patched, maintained and monitored.

REMOTE DEVICE SETUP: Many agencies now have virtual IT help desks that can set up employees’ devices remotely and ship them to remote users. The ability to set up devices remotely also enables IT teams to support applications running on users’ personal mobile devices and ensure that they remain secure.

AUTOMATED TOOLS: By leveraging artificial intelligence tools such as chatbots, agencies can shrink wait times and improve accuracy, delivering a superior experience to constituents. Automated tools can handle routine inquiries and enable workers to focus on the most critical calls. However, many organizations lack the knowledge and skills to take full advantage of these capabilities.

cdw

Enabling Federal Employees

Some agencies have struggled to meet the elevated expectations people have of their digital experience. The user interface needs to be easy to use, intuitive and compatible with the technology being used across multiple locations. Meanwhile, agencies must ensure that remote workers are able to contribute and participate in the same ways their in-office counterparts are.

SUBPAR OFFICE EXPERIENCE: If agencies believe that having workers in the office leads to more spontaneous collaboration and higher productivity, then the in-office technology experience needs to be better than what users can get at home. Because remote work gives employees flexibility and convenience, the in-office IT must be superior, not subpar. 

INCOMPATIBLE SOFTWARE: In the office, workers might collaborate on one software platform while a conference room is set up to work best with another. That can cause IT headaches and delays in communication and potentially deter employees from coming into the office. 

Click Below to Continue Reading

arrow

DIGITAL WHITEBOARDS: Some offices are now equipped with digital whiteboards that allow users to easily brainstorm and sketch out ideas using digital screens to incorporate data from web and productivity applications. However, agencies must make sure all participants can access the technology and contribute meaningfully from any location.

STANDARDIZED EXPERIENCES: As agencies look to integrate in-office and remote workers more seamlessly, they should standardize their software and hardware offerings onto a smaller number of platforms. Streamlining can help reduce costs and enhance security by limiting the number of products that must be patched, maintained and monitored.

REMOTE DEVICE SETUP: Many agencies now have virtual IT help desks that can set up employees’ devices remotely and ship them to remote users. The ability to set up devices remotely also enables IT teams to support applications running on users’ personal mobile devices and ensure that they remain secure.

AUTOMATED TOOLS: By leveraging artificial intelligence tools such as chatbots, agencies can shrink wait times and improve accuracy, delivering a superior experience to constituents. Automated tools can handle routine inquiries and enable workers to focus on the most critical calls. However, many organizations lack the knowledge and skills to take full advantage of these capabilities.

CDW can help your organization create a new way
of working that drives mission success.

Marcus Friend, Joe Lazzaro, Scott Perry

CDW Experts
CDW Contributors