September 01, 2020

Automating Citizen Services – So We Are Prepared for Anything

Technology that can benefit the public by expediting agility, accelerating digital transformation, and improving performance through use of cloud

Digital TransformationLargely manual and document-driven processes have presented the need for agencies to rethink how they operate and how they apply IT process automation within their organization. As technology becomes a business driver, process automation using emerging technology such as robotic process automation (RPA) can help agencies operate with greater purpose. With the impact of COVID-19, there is a renewed sense of urgency to accelerate automation in order to expedite slow processes and to drive operational efficiency and business continuity to better serve citizens.

Agencies are prioritizing the development of new, automated process. This brings a great opportunity for agencies to expedite agility, accelerate digital transformation, and improve performance through use of cloud. We applaud agency leaders for recognizing these enormous opportunities to better deliver citizen services using automation technology – as automation and digitization are viewed as critical to long-term organizational success.

Automation, including the use of RPA and AI tools, coupled with the re-skilling of the workforce will provide unprecedented productivity gains and performance improvement across public and private sector organizations. Furthermore, I suspect that this impending productivity jump will result in build true operational resilience into the workforce changing where we work, how we work, and who does the work. Very exciting times!” Sonu Singh, CEO 1901 Group

As the public sector embraces multi-cloud management, Infrastructure as Code (IaC), Continuous Integration and Continuous Delivery (CI/CD), robotic process automation (RPA), and machine learning (ML), the overall trend is continued growth in IT environments.

“Use of RPA and chatbots allows us to automated labor intensive “people powered processes” into an intelligent bot that can perform routine processes efficiently. This approach improves customer satisfactory as customers can gain access to intelligent automated agents that can immediately address common requests and workflows on demand. And, RPA also reduces administrative costs freeing up valuable resources and funding to support digital transformation.”  Paul Wilkinson, EVP 1901 Group

There will be more pressure on workload management capabilities—pushing organizations to more advanced automated systems and workload management solutions. The complexity of automation is a top challenge. However, budget constraints and limited resources to deliver mission critical activities are also common roadblocks.

Digital transformation initiatives can take twice as long and cost twice as much as anticipated. A recent report from Gartner predicts that by 2025, more than 90% of enterprises will have an automation architect as this will increase the efficiency of existing operations so that more can be done with current resources. Automation is becoming more and more pervasive — providing tremendous benefits allowing agencies to save time and money, improve accuracy, performance, business processes, and transform culture.

“Federal agencies are excited to see real progress migrating to the cloud and modernizing their enterprise IT all while accelerating deployment, improving performance, and ensuring security.
1901 Group is dedicated to using automation to deliver efficiencies across our managed services portfolio including with our CI/CD pipeline that leverages partner technologies such as Red Hat OpenShift in AWS GovCloud. In the fast-paced world of IT, our CI/CD pipeline allows application developers to focus on meeting customer requirements and delivering high-quality code with robust security resulting from automation,” said Brendan Walsh SVP of Partner Relations of 1901 Group

Workloads will continue to move into public and private clouds, following the path taking from on-premises to multi hybrid-cloud environments. Collaboration between organizations and IT companies that are FedRAMP authorized with expertise in cloud infrastructure and migration in multi-cloud environments can help expedite these timely and timeless efforts – automating citizen services as it plays a central role in allowing agencies to be prepared for anything.

With the impacts of automation, technology is continuously improving while citizens expectations are rising alongside. Industry needs to stay on the front foot of service innovation to deliver experiences that citizens expect and will demand for improving our lives.



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