June 30, 2026
Building a Secure Federal Customer Experience
Federal mandates and citizen expectations have raised the bar for digital services, underscoring the need for secure, scalable platforms that improve access and trust.
CDW Expert
Federal agencies are under growing pressure to deliver digital services that are accessible, efficient and secure. A series of mandates has elevated customer experience from an IT concern to a governmentwide priority tied directly to mission delivery and trust in government. To improve the citizen experience, agencies must first strengthen the technology environments supporting federal employees behind the scenes, taking care to break down barriers standing in the way of interoperability. With secure and integrated solutions, agencies can simplify service delivery and support seamless citizen experiences across a range of digital channels. They can also achieve several outcomes that support their mission, including data-driven decision-making, enhanced operational efficiency and improved trust and transparency. Improving the digital experience is typically a long, resource-intensive process, requiring a phased approach. Leaders can keep their initiatives on track with practical, mission-aligned roadmaps and the help of trusted partners with deep cross-industry expertise.
Federal agencies are under growing pressure to deliver digital services that are accessible, efficient and secure. A series of mandates has elevated customer experience from an IT concern to a governmentwide priority tied directly to mission delivery and trust in government. To improve the citizen experience, agencies must first strengthen the technology environments supporting federal employees behind the scenes, taking care to break down barriers standing in the way of interoperability. With secure and integrated solutions, agencies can simplify service delivery and support seamless citizen experiences across a range of digital channels. They can also achieve several outcomes that support their mission, including data-driven decision-making, enhanced operational efficiency and improved trust and transparency. Improving the digital experience is typically a long, resource-intensive process, requiring a phased approach. Leaders can keep their initiatives on track with practical, mission-aligned roadmaps and the help of trusted partners with deep cross-industry expertise.
Federal IT leaders are no longer tasked with simply maintaining and modernizing their technology environments. Thanks to federal digital experience mandates handed down in recent years, agencies are now on the front lines of an effort to make government services more accessible and efficient for the citizens who rely on them.
In 2021, the Biden administration issued Executive Order 14058, which called for specific improvements and new digital tools, including the modernization of agency websites, a unified digital platform for veterans, and a digital “Federal Front Door” through which people could access all government benefits and services.
Then, in 2023, OMB Memorandum M-23-22 provided guidance on how agencies should design and deliver websites and digital services to the public. Titled “Delivering a Digital-First Public Experience,” the memorandum directed agencies to make their sites mobile-first, secure by design and optimized for search.
Still, improving the citizen experience has proved challenging. Agencies must follow strict compliance requirements and established procurement and budgeting processes when making changes to their digital ecosystems, and agency leaders want assurance that any new investments will advance their mission. Other major hurdles include cybersecurity concerns, legacy IT and talent shortages.
These challenges point to a critical, sometimes overlooked factor in the citizen digital experience: the digital experience of federal employees. Citizens interact with the government through websites, portals, forms and contact centers, but these touchpoints all depend on the applications, infrastructure and data environments that support employees behind the scenes. Only when federal workers are equipped with secure, integrated IT tools can they deliver seamless citizen experiences.
Ultimately, agencies are being asked to do three things at once: deliver intuitive, human-centered services; maintain rigorous security and compliance standards; and improve mission outcomes with constrained resources. Digital experience is no longer merely an IT initiative. Instead, it has become one of the primary ways that government delivers services, demonstrates responsiveness and builds trust with the public.
FedRAMP
The Federal Risk and Authorization Management Program provides a governmentwide approach to security assessment, authorization and continuous monitoring for cloud products and services. The framework enables adoption of modern digital services that can impact the citizen experience.
Source: FedRAMP
Federal IT leaders are no longer tasked with simply maintaining and modernizing their technology environments. Thanks to federal digital experience mandates handed down in recent years, agencies are now on the front lines of an effort to make government services more accessible and efficient for the citizens who rely on them.
In 2021, the Biden administration issued Executive Order 14058, which called for specific improvements and new digital tools, including the modernization of agency websites, a unified digital platform for veterans, and a digital “Federal Front Door” through which people could access all government benefits and services.
Then, in 2023, OMB Memorandum M-23-22 provided guidance on how agencies should design and deliver websites and digital services to the public. Titled “Delivering a Digital-First Public Experience,” the memorandum directed agencies to make their sites mobile-first, secure by design and optimized for search.
Still, improving the citizen experience has proved challenging. Agencies must follow strict compliance requirements and established procurement and budgeting processes when making changes to their digital ecosystems, and agency leaders want assurance that any new investments will advance their mission. Other major hurdles include cybersecurity concerns, legacy IT and talent shortages.
These challenges point to a critical, sometimes overlooked factor in the citizen digital experience: the digital experience of federal employees. Citizens interact with the government through websites, portals, forms and contact centers, but these touchpoints all depend on the applications, infrastructure and data environments that support employees behind the scenes. Only when federal workers are equipped with secure, integrated IT tools can they deliver seamless citizen experiences.
Ultimately, agencies are being asked to do three things at once: deliver intuitive, human-centered services; maintain rigorous security and compliance standards; and improve mission outcomes with constrained resources. Digital experience is no longer merely an IT initiative. Instead, it has become one of the primary ways that government delivers services, demonstrates responsiveness and builds trust with the public.
Key Customer Experience Mandates at a Glance
OMB A-11
Section 280
This establishes a framework for managing customer experience across federal services and requires designated High-Impact Service Providers to identify priority services, assess customer experience capacity, collect customer feedback and use performance data to improve service delivery.
Source: OMB A-11 Section 280
21st Century
IDEA
Passed in 2018, the Integrated Digital Experience Act requires federal agencies to modernize public-facing websites and digital services and directs agencies to improve website usability, digitize forms, accelerate the use of electronic signatures and deliver more consistent online services.
Source: 21st Century IDEA
Zero-Trust
Mandate
OMB Memorandum M-22-09, issued in 2022, requires agencies to meet specific zero-trust cybersecurity goals, including stronger protections for identity, devices, applications, data and networks. It supports strong safeguards for citizen data and secure, reliable digital interactions.
Source: Zero-Trust Mandate
Key Customer Experience Mandates at a Glance
OMB A-11
Section 280
This establishes a framework for managing customer experience across federal services and requires designated High-Impact Service Providers to identify priority services, assess customer experience capacity, collect customer feedback and use performance data to improve service delivery.
Source: OMB A-11 Section 280
21st Century
IDEA
Passed in 2018, the Integrated Digital Experience Act requires federal agencies to modernize public-facing websites and digital services and directs agencies to improve website usability, digitize forms, accelerate the use of electronic signatures and deliver more consistent online services.
Source: 21st Century IDEA
Zero-Trust
Mandate
OMB Memorandum M-22-09, issued in 2022, requires agencies to meet specific zero-trust cybersecurity goals, including stronger protections for identity, devices, applications, data and networks. It supports strong safeguards for citizen data and secure, reliable digital interactions.
Source: Zero-Trust Mandate
- DIGITAL EXPERIENCE FOUNDATION
- MISSION-FOCUSED OUTCOMES
- OPERATIONAL ROADMAP
To meet rising expectations, federal agencies must move beyond incremental upgrades and adopt a platform-based approach to digital experience. Legacy systems, interoperability gaps and complex infrastructure environments all present barriers that make it difficult to deliver consistent experiences across channels. The core challenge is not simply deploying new tools, but rather integrating systems, data and workflows into a cohesive environment that supports both citizens and employees. To do that, agencies must ensure these six foundational building blocks are in place:
UNIFIED ENDPOINT AND PLATFORM MANAGEMENT: Agencies need centralized visibility and control across the devices, applications and platforms that support digital service delivery. Unified endpoint and platform management tools help IT teams streamline updates, manage device lifecycles and support consistent user experiences across various work settings. Management solutions with policy-based controls allow IT teams to centrally set rules around access, identity and security practices. These policies can then be automatically applied across users, devices, applications and environments, rather than through manual configurations.
CLOUD-ENABLED, MODULAR INFRASTRUCTURE: Legacy applications have developed deep integrations with mission-critical infrastructure over the course of decades, making it difficult to transform IT environments without introducing risk and disruption. Cloud-enabled, modular infrastructure provides scalability and flexibility, allowing agencies to modernize incrementally while maintaining continuity of operations. It also makes a phased modernization strategy possible, giving agencies the ability to make new investments as budget becomes available. Strong governance practices ensure these investments support interoperability and don’t create new siloes or rigid dependencies.
CONNECTED DATA ARCHITECTURE: Agencies can also address interoperability through proactive data management. Like organizations in other industries, federal agencies often rely on systems that were built for specific programs, functions or mission areas, creating data silos that limit visibility and make innovation more difficult. A connected data architecture allows information to move securely across applications, departments and service channels. This connectivity, in turn, gives users the context they need to resolve requests, provides leaders with better insights and supports emerging technologies such as AI.
LAYERED SECURITY SOLUTIONS: Security must be embedded across every component of the digital experience. The goal is not merely to protect systems but to do so in a way that preserves usability and service delivery. Security solutions that are “bolted on” tend to introduce friction, making it difficult for users to access resources, sometimes even incentivizing risky work-arounds. By contrast, a secure-by-design approach with layered tools lets agencies protect sensitive data and support compliance without damaging the user experience.
CITIZEN EXPERIENCE PLATFORMS: While data center infrastructure and enterprise apps support employees behind the scenes, most citizens interact with agencies via web portals, mobile applications and contact centers. These experiences must be as seamless and responsive as possible, allowing citizens to find information, submit forms, check the status of requests and complete routine transactions with ease. Increasingly, organizations are implementing AI features in their contact centers, introducing capabilities such as automated call summaries, sentiment detection and intelligent routing.
FLEXIBLE TALENT STRATEGY: In addition to technology investments, agencies need human capital to plan, deploy and manage modern digital experiences. This can be difficult in environments where legacy systems have been customized over decades, especially for agencies with a “silver” workforce, where some technologies are understood by a relatively limited number of staffers who are eligible to retire soon. A trusted professional and managed services partner can supplement internal staff, providing flexible, on-demand expertise that bridges skills gaps and accelerates IT initiatives.
Click Below To Continue Reading
By tracking clear, outcome-focused data points, agencies can ensure their digital experience initiatives are improving access, reducing friction and supporting mission delivery.
Service Resolution Time: Tracks how quickly agencies resolve citizen or employee requests and helps leaders identify bottlenecks, reduce delays and improve the overall service experience
Self-Service Completion: Measures whether users can complete common tasks, such as password resets or form submissions, without additional assistance and demonstrates whether digital tools are intuitive, accessible and effective
User Satisfaction: Captures how users themselves perceive the digital experience and provides direct insight into how initiatives are affecting usability and responsiveness, as well as the trust that employees and citizens have in government technologies and services
Accessibility Compliance: Shows whether digital services meet accessibility requirements, helping agencies ensure online experiences are usable for people of all abilities
Enhancing the digital experience for citizens and federal employees is not purely a technical achievement. The most effective strategies prioritize outcomes over features, aligning technology investments with mission goals and deeply human impacts. Federal employees are motivated by a mission to serve, and improved digital experiences directly support their ability to make a difference in the lives of the citizens who depend on government services and benefits.
Effective digital experience initiatives lead to key outcomes:
OPERATIONAL EFFICIENCY: Modern digital environments reduce manual processes, streamline workflows and enable automation, leading to faster resolution times, reduced wait times and increased service capacity. Citizens will see these benefits directly in their interactions with agency contact centers and digital portals, experiencing fewer handoffs between systems and more tasks completed through self-service channels.
Meanwhile, employees will spend less time on redundant, manual and frustrating workflows. Efficiency gains are especially important as agencies face budget constraints, workforce shortages and rising expectations from the public. When employees must move between disconnected systems or rely on outdated processes, even simple requests can become time-consuming and difficult to track. By contrast, modern platforms and connected systems can increase agencies’ service capacity without adding headcount or complexity.
IMPROVED CITIZEN EXPERIENCE: Citizens increasingly expect government digital platforms to be intuitive, accessible and consistent across channels. They want to complete tasks without navigating confusing forms, repeating information or spending time waiting for human assistance that could be delivered digitally. A stronger digital experience can help agencies reduce this friction through clearer interfaces, mobile-friendly services, accessible design and more connected service journeys.
This does not mean every interaction should be fully digitized. Many citizens still need in-person support or phone assistance, and agencies must design experiences that work across these touchpoints as well. Critically, all processes must be unified and consistent, allowing citizens to move from one channel to another without starting over on their requests.
STRONGER TRUST AND TRANSPARENCY: Well-designed digital platforms help agencies build trust by making experiences reliable, secure and easy to understand. Citizens need confidence that agencies will protect their information while also giving them clear guidance, timely updates and consistent service. Security is central to this outcome, but agencies must strike a careful balance: If controls are too cumbersome, they can discourage adoption. But if security measures are too weak, they can undermine confidence and expose sensitive data.
A secure-by-design approach helps agencies balance these needs by embedding identity protection, authentication, encryption and compliance into the underlying architecture of digital tools. Transparency is also important. Citizens want to know how their data is being used, stored and protected.
DATA-DRIVEN DECISION-MAKING: Integrated digital environments not only improve service delivery but also provide agencies with better visibility into those improvements. This visibility gives leaders the information they need to understand where users and citizens are still encountering friction, leading to data-driven decisions about future IT investments and process changes. For example, data may reveal that citizens are abandoning a form at a specific step, call volume is rising after a confusing notification, or employees are spending too much time reconciling information across systems. Instead of relying only on anecdotal feedback or disconnected reports, leaders can analyze metrics around service patterns, satisfaction scores, accessibility gaps, application performance and operational bottlenecks.
Achieving secure, citizen-centric digital experiences requires federal agencies to take a deliberate, phased approach. This means ensuring continuity while driving transformation by balancing modernization efforts with ongoing operations. A practical roadmap will include the following steps:
ASSESS FOR ALIGNMENT: Agencies should evaluate current digital capabilities against mission objectives and citizen experience mandates. This process will involve identifying any gaps in accessibility, security, service delivery and other mission-critical priorities, and then planning to address them with specific technologies and processes. Often, agencies can benefit from a fresh set of eyes during the assessment stages. A trusted partner such as CDW can support this process through tailored digital experience and collaboration assessments that uncover hidden bottlenecks and inefficiencies and identify potential improvements. By grounding modernization plans in mission outcomes, agencies can avoid investing in tools that add cost and complexity without solving core problems.
ADOPT A SECURITY-FIRST MINDSET: Security should be embedded from the outset of any new IT initiative, with a focus on identity protection, zero-trust principles and compliance with federal standards and regulations. OMB Memorandum M-22-09 directs agencies to move toward zero-trust architectures organized around five pillars: identity, devices, networks, applications and workloads, and data. In practice, this means strengthening capabilities such as identity and access management, multifactor authentication and endpoint management. Security must be built into digital experience initiatives from the beginning rather than layered on after systems have already been designed.
INTEGRATE SYSTEMS AND DATA: Many digital experience challenges can be traced back to fragmented systems, disconnected data and cumbersome workflows that require employees and citizens to move between multiple applications or platforms to complete a single task. Agencies must break down these silos, prioritizing interoperability and data integration to enable a unified experience across channels. Typically, this work requires careful planning, as legacy systems often have deep connections to mission-critical operations. CDW’s professional services teams can help agencies evaluate existing dependencies, integrate legacy and cloud platforms and build more connected architectures that support seamless digital service delivery.
ENABLE ADOPTION AND ACCESSIBILITY: For technologies to truly transform digital experiences, they must be well understood and widely used. This requires agencies to implement change management strategies that promote adoption, with proactive communication and effective training opportunities. Digital experiences must also be accessible to everyone. Section 508 of the Rehabilitation Act requires agencies to make information and communications technology accessible to people with disabilities, including both employees and citizens. This means digital tools should support capabilities such as keyboard navigation and screen reader compatibility. By investing in adoption and accessibility from the beginning, agencies can improve the chances that modernization efforts will translate into better service delivery for both employees and citizens.
LEVERAGE PARTNERSHIPS: Federal agencies do not have to navigate digital experience modernization alone. A trusted partner such as CDW can offer insights from across the federal space and other industries, help agencies evaluate options and close skills gaps to accelerate initiatives. This outside perspective not only amplifies the capacity of internal staff but also can help agencies identify proven approaches, avoid common pitfalls and select technologies that fit their mission instead of choosing one-size-fits-all solutions. By combining their internal mission knowledge with external technical expertise, agencies can move beyond reactive modernization and toward proactive, continuous improvement.
- DIGITAL EXPERIENCE FOUNDATION
- MISSION-FOCUSED OUTCOMES
- OPERATIONAL ROADMAP
To meet rising expectations, federal agencies must move beyond incremental upgrades and adopt a platform-based approach to digital experience. Legacy systems, interoperability gaps and complex infrastructure environments all present barriers that make it difficult to deliver consistent experiences across channels. The core challenge is not simply deploying new tools, but rather integrating systems, data and workflows into a cohesive environment that supports both citizens and employees. To do that, agencies must ensure these six foundational building blocks are in place:
UNIFIED ENDPOINT AND PLATFORM MANAGEMENT: Agencies need centralized visibility and control across the devices, applications and platforms that support digital service delivery. Unified endpoint and platform management tools help IT teams streamline updates, manage device lifecycles and support consistent user experiences across various work settings. Management solutions with policy-based controls allow IT teams to centrally set rules around access, identity and security practices. These policies can then be automatically applied across users, devices, applications and environments, rather than through manual configurations.
CLOUD-ENABLED, MODULAR INFRASTRUCTURE: Legacy applications have developed deep integrations with mission-critical infrastructure over the course of decades, making it difficult to transform IT environments without introducing risk and disruption. Cloud-enabled, modular infrastructure provides scalability and flexibility, allowing agencies to modernize incrementally while maintaining continuity of operations. It also makes a phased modernization strategy possible, giving agencies the ability to make new investments as budget becomes available. Strong governance practices ensure these investments support interoperability and don’t create new siloes or rigid dependencies.
CONNECTED DATA ARCHITECTURE: Agencies can also address interoperability through proactive data management. Like organizations in other industries, federal agencies often rely on systems that were built for specific programs, functions or mission areas, creating data silos that limit visibility and make innovation more difficult. A connected data architecture allows information to move securely across applications, departments and service channels. This connectivity, in turn, gives users the context they need to resolve requests, provides leaders with better insights and supports emerging technologies such as AI.
LAYERED SECURITY SOLUTIONS: Security must be embedded across every component of the digital experience. The goal is not merely to protect systems but to do so in a way that preserves usability and service delivery. Security solutions that are “bolted on” tend to introduce friction, making it difficult for users to access resources, sometimes even incentivizing risky work-arounds. By contrast, a secure-by-design approach with layered tools lets agencies protect sensitive data and support compliance without damaging the user experience.
CITIZEN EXPERIENCE PLATFORMS: While data center infrastructure and enterprise apps support employees behind the scenes, most citizens interact with agencies via web portals, mobile applications and contact centers. These experiences must be as seamless and responsive as possible, allowing citizens to find information, submit forms, check the status of requests and complete routine transactions with ease. Increasingly, organizations are implementing AI features in their contact centers, introducing capabilities such as automated call summaries, sentiment detection and intelligent routing.
FLEXIBLE TALENT STRATEGY: In addition to technology investments, agencies need human capital to plan, deploy and manage modern digital experiences. This can be difficult in environments where legacy systems have been customized over decades, especially for agencies with a “silver” workforce, where some technologies are understood by a relatively limited number of staffers who are eligible to retire soon. A trusted professional and managed services partner can supplement internal staff, providing flexible, on-demand expertise that bridges skills gaps and accelerates IT initiatives.
Click Below To Continue Reading
By tracking clear, outcome-focused data points, agencies can ensure their digital experience initiatives are improving access, reducing friction and supporting mission delivery.
Service Resolution Time: Tracks how quickly agencies resolve citizen or employee requests and helps leaders identify bottlenecks, reduce delays and improve the overall service experience
Self-Service Completion: Measures whether users can complete common tasks, such as password resets or form submissions, without additional assistance and demonstrates whether digital tools are intuitive, accessible and effective
User Satisfaction: Captures how users themselves perceive the digital experience and provides direct insight into how initiatives are affecting usability and responsiveness, as well as the trust that employees and citizens have in government technologies and services
Accessibility Compliance: Shows whether digital services meet accessibility requirements, helping agencies ensure online experiences are usable for people of all abilities
Enhancing the digital experience for citizens and federal employees is not purely a technical achievement. The most effective strategies prioritize outcomes over features, aligning technology investments with mission goals and deeply human impacts. Federal employees are motivated by a mission to serve, and improved digital experiences directly support their ability to make a difference in the lives of the citizens who depend on government services and benefits.
Effective digital experience initiatives lead to key outcomes:
OPERATIONAL EFFICIENCY: Modern digital environments reduce manual processes, streamline workflows and enable automation, leading to faster resolution times, reduced wait times and increased service capacity. Citizens will see these benefits directly in their interactions with agency contact centers and digital portals, experiencing fewer handoffs between systems and more tasks completed through self-service channels.
Meanwhile, employees will spend less time on redundant, manual and frustrating workflows. Efficiency gains are especially important as agencies face budget constraints, workforce shortages and rising expectations from the public. When employees must move between disconnected systems or rely on outdated processes, even simple requests can become time-consuming and difficult to track. By contrast, modern platforms and connected systems can increase agencies’ service capacity without adding headcount or complexity.
IMPROVED CITIZEN EXPERIENCE: Citizens increasingly expect government digital platforms to be intuitive, accessible and consistent across channels. They want to complete tasks without navigating confusing forms, repeating information or spending time waiting for human assistance that could be delivered digitally. A stronger digital experience can help agencies reduce this friction through clearer interfaces, mobile-friendly services, accessible design and more connected service journeys.
This does not mean every interaction should be fully digitized. Many citizens still need in-person support or phone assistance, and agencies must design experiences that work across these touchpoints as well. Critically, all processes must be unified and consistent, allowing citizens to move from one channel to another without starting over on their requests.
STRONGER TRUST AND TRANSPARENCY: Well-designed digital platforms help agencies build trust by making experiences reliable, secure and easy to understand. Citizens need confidence that agencies will protect their information while also giving them clear guidance, timely updates and consistent service. Security is central to this outcome, but agencies must strike a careful balance: If controls are too cumbersome, they can discourage adoption. But if security measures are too weak, they can undermine confidence and expose sensitive data.
A secure-by-design approach helps agencies balance these needs by embedding identity protection, authentication, encryption and compliance into the underlying architecture of digital tools. Transparency is also important. Citizens want to know how their data is being used, stored and protected.
DATA-DRIVEN DECISION-MAKING: Integrated digital environments not only improve service delivery but also provide agencies with better visibility into those improvements. This visibility gives leaders the information they need to understand where users and citizens are still encountering friction, leading to data-driven decisions about future IT investments and process changes. For example, data may reveal that citizens are abandoning a form at a specific step, call volume is rising after a confusing notification, or employees are spending too much time reconciling information across systems. Instead of relying only on anecdotal feedback or disconnected reports, leaders can analyze metrics around service patterns, satisfaction scores, accessibility gaps, application performance and operational bottlenecks.
Achieving secure, citizen-centric digital experiences requires federal agencies to take a deliberate, phased approach. This means ensuring continuity while driving transformation by balancing modernization efforts with ongoing operations. A practical roadmap will include the following steps:
ASSESS FOR ALIGNMENT: Agencies should evaluate current digital capabilities against mission objectives and citizen experience mandates. This process will involve identifying any gaps in accessibility, security, service delivery and other mission-critical priorities, and then planning to address them with specific technologies and processes. Often, agencies can benefit from a fresh set of eyes during the assessment stages. A trusted partner such as CDW can support this process through tailored digital experience and collaboration assessments that uncover hidden bottlenecks and inefficiencies and identify potential improvements. By grounding modernization plans in mission outcomes, agencies can avoid investing in tools that add cost and complexity without solving core problems.
ADOPT A SECURITY-FIRST MINDSET: Security should be embedded from the outset of any new IT initiative, with a focus on identity protection, zero-trust principles and compliance with federal standards and regulations. OMB Memorandum M-22-09 directs agencies to move toward zero-trust architectures organized around five pillars: identity, devices, networks, applications and workloads, and data. In practice, this means strengthening capabilities such as identity and access management, multifactor authentication and endpoint management. Security must be built into digital experience initiatives from the beginning rather than layered on after systems have already been designed.
INTEGRATE SYSTEMS AND DATA: Many digital experience challenges can be traced back to fragmented systems, disconnected data and cumbersome workflows that require employees and citizens to move between multiple applications or platforms to complete a single task. Agencies must break down these silos, prioritizing interoperability and data integration to enable a unified experience across channels. Typically, this work requires careful planning, as legacy systems often have deep connections to mission-critical operations. CDW’s professional services teams can help agencies evaluate existing dependencies, integrate legacy and cloud platforms and build more connected architectures that support seamless digital service delivery.
ENABLE ADOPTION AND ACCESSIBILITY: For technologies to truly transform digital experiences, they must be well understood and widely used. This requires agencies to implement change management strategies that promote adoption, with proactive communication and effective training opportunities. Digital experiences must also be accessible to everyone. Section 508 of the Rehabilitation Act requires agencies to make information and communications technology accessible to people with disabilities, including both employees and citizens. This means digital tools should support capabilities such as keyboard navigation and screen reader compatibility. By investing in adoption and accessibility from the beginning, agencies can improve the chances that modernization efforts will translate into better service delivery for both employees and citizens.
LEVERAGE PARTNERSHIPS: Federal agencies do not have to navigate digital experience modernization alone. A trusted partner such as CDW can offer insights from across the federal space and other industries, help agencies evaluate options and close skills gaps to accelerate initiatives. This outside perspective not only amplifies the capacity of internal staff but also can help agencies identify proven approaches, avoid common pitfalls and select technologies that fit their mission instead of choosing one-size-fits-all solutions. By combining their internal mission knowledge with external technical expertise, agencies can move beyond reactive modernization and toward proactive, continuous improvement.
CDW can help your agency achieve its goals for modernization and digital transformation.
