“As the continuing coronavirus pandemic puts a spotlight on the need for mission continuity, Federal agencies need to understand their customers’ journeys and smooth the path for them, Deputy Federal CIO Maria Roat said today.
‘We have to understand our customers’ journey … and we have to make it simpler and easier to complete that journey,’ Roat said speaking during the ACT-IAC CX Summit 2020. ‘While I was at SBA [Small Business Administration, where Roat was CIO] for some of our systems and our programs – we did just that. We were laying out the journey map for citizens, small businesses, and entrepreneurs that were engaging’ with the agency, she said…”
“To continue building on supporting mission continuity, Roat stressed the critical need for IT modernization at Federal agencies, and the important role that the Technology Modernization Fund (TMF) can play in that process…”
“The TMF fund is incredibly critical – we’re seeing a ton of success with the TMF fund,’ Roat said. ‘It gives the agencies the opportunity to sustain their legacy system that they want to modernize while they’re building out root capability until such time they can turn off, or transition that older system,’ she said. ‘And we’re seeing success with that across the board and having that loan and providing that seed funding, if you will, to kickstart and get things moving is critically important.’…” Read the full article here.
Source: Deputy CIO Roat Emphasizes Understanding Customer Journeys – By Jordan Smith, November 19, 2020. MeriTalk.