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10 predictions for government technology in 2025

From CX and business process – to telework and the impact of managing technology infrastructure on continuing resolutions – predictions are part forecast and part aspiration by Intelliworx If we set accuracy aside for a moment, if there’s one thing humans do well it’s making predictions. Our brains absorb inputs from our five senses and try to predict what will happen next and how we should feel or act. When things don’t match our prediction, that is our brain’s expectations, we respond with emotions like joy, anger and fear. This means predictions are a physiological part of humanity. It’s fitting then that at the year’s end, we might take a step back and think about our predictions for the next year, 2025. Often such predictions are part forecast and part aspiration. In some ways, predictions are what we hope will happen, based on current information. In both cases, it’s an […]

What does “government workflow software” mean?

Workflow is the efficient orchestration of multi-stakeholder actions needed to complete a business process effectively; it facilitates productivity, accountability and transparency by Intelliworx Innovation brings us two things at once: new tools and terminology. By definition, things that are new haven’t been described before and so merit a new name. Such is the case with the term “workflow” as in “government workflow software.” As a solution provider with a 20-year history of providing software to the government, we too have adopted the term and so have an obligation to explain it. What is workflow? One way to understand buzzy new terms is to break them down to their roots. Workflow describes a shared understanding of how a process, procedure or task, transpires or flows toward completion. The more intricate the process, or the more people involved, the more complicated the flow of work becomes. “Workflow in an orchestration of activities, […]

6 solid hot takes on the 2024 Federal Employee Viewpoint Survey results

Civil servants gave their employer record high marks for employee engagement and experience; but there are some important nuances by Intelliworx The Office of Personnel Management (OPM) published new data from its 2024 Federal Employee Viewpoint Survey (FEVS). The survey is a snapshot of the “organizational climate” for the millions of government employees working across some 430 government agencies. In other words, it asks civil servants how they are feeling about work. The survey was first fielded in 2002 – periodically at first – and then annually since 2010. OPM employs an independent research firm to conduct the survey digitally. Respondents are solicited to participate by email. The survey was conducted this year from May to July. OPM says the response rate was 41%. That’s up from 39% from the year prior. Mathematically, the exact sample size works out to 1,645,841, which puts the size of the federal workforce at north […]

14 resources federal agencies with successful CX modernization initiatives are using

A new GSA report finds while many agencies missed the mark on customer experience, some are succeeding and it highlights the tech resources they are using to improve by Intelliworx Federal agencies across the government have “struggled” to modernize their digital communications channels and improve the overall customer experience (CX). That’s according to a new report published by the General Services Administration (GSA). Modernizing digital communications is a requirement to comply with a number of rules. The most salient is the 21st Century Integrated Digital Experience Act (IDEA). The legislation was signed into law in 2018 and lists eight requirements agencies must follow when redesigning public-facing websites, mobile apps and other digital communications channels. Those requirements mandate that all government-run digital communication channels must be: accessible; consistent; not duplicative; searchable; encrypted; user data-driven; customizable; and mobile-friendly. Such requirements are aimed at improving the “public’s perceptions of and overall satisfaction with […]

A solid glimpse into federal agency modernization projects

Three agency tech leaders describe how their organization is modernizing IT and overcoming decades of ‘tech debt’ by Intelliworx Modernization is on the agenda for most federal agencies these days – and for good reason. Information technology (IT) has improved dramatically and yet some agencies are still working with IT systems first deployed decades ago. That’s according to a recent virtual panel hosted by the Federal News Network (FNN). The news outlet hosted agency executives and business leaders from across the private sector to share some of the modernization progress the government has made. The panel noted several technological advancements are driving the need for modernization including: Data and network speeds are faster than ever; Broad stakeholder expectations for good experiences (i.e. CX); and There are more devices and of greater variety connecting to networks. Although not stated explicitly, it’s probably safe to add that processing power continues to improve […]

Why is the U.S. government suddenly so interested in CX?

Customer expectations have grown as technology has improved, but better CX also promises to drive efficiencies and cost savings across the federal government by Intelliworx Air travel is a sound analogy for explaining customer experience (CX). This is because individuals traveling to the airport will have many different experiences: Planning a trip and purchasing a ticket; Airport parking; Checking bags with a skycap; Going through security screening; Getting coffee or a snack at an airport restaurant; Checking in at the gate, boarding, takeoff, in-flight service and landing; Picking up luggage at the carousel; and Using public transport – taxis, shuttles, buses or a rideshare. When the steps are listed this way, it’s easy to see that traveling is made up of a collection of interactions. This is, in part, why customer experience has become increasingly important. CX looks across the silos of stakeholder interactions to understand how they collectively affect […]

Benchmarking telework: How much time is the private sector spending in the office?

Several surveys suggest about one-third of U.S. private sector employees are remote; however, amid employee pressure, corporate leaders are increasingly more accepting by Intelliworx A recent report by the Office of Management and Budget (OMB) put out some numbers describing the scope of teleworking for federal civil servants. The widely reported document surfaced two interesting statistics about telework that stood out to us: Only about half – roughly 50% – of civil servants serve in roles that are eligible for teleworking. The U.S. government employs approximately 2.5 million civil servants, so in real numbers, that means ~1.25 million are eligible to telework; and Of those federal employees who are eligible to telework, “approximately 60 percent of regular, working hours” are conducted “in-person, at agency-assigned job sites.” Citing figures from the non-partisan Congressional Budget Office (CBO), the report says, “The federal workforce has telework rates generally in line with the private […]

10 capabilities of Intelliworx software that might surprise government agencies

From 39 ATOs to 600,000 financial disclosure filings, even the agencies that know us are often surprised to learn how much we’ve grown and what we can do for them by Intelliworx Intelliworx got its start about 20 years ago by transforming paper forms into dynamic web-based forms for the federal government. As you might suspect, the government maintains a vast array of forms – a reported 23,000 – many of which can be long and complicated. The complexity requires citizens to spend some 10.5 billion hours a year figuring out how to complete them. Our approach simplified selected forms making them easier to complete – in less time – and with better data quality. How was this possible? We use an intelligent interview style format, much like the format popularized by tax preparation software. This works well because it breaks complicated forms down into smaller and simpler steps. More […]

Why Standardized Processes are Key to Effective AI Use in Federal Agencies (FEDweek)

The push for artificial intelligence (AI) in government faces a major challenge. Without standardizing business processes and IT infrastructures, agencies risk repeating the inefficiencies of past modernization efforts. Despite years of attempts to standardize, many federal agencies continue to operate in silos. This has resulted in duplicated efforts, inefficiencies, and budget overruns. Without addressing the underlying issues, AI could further complicate IT systems, leading to even greater fragmentation. Intelliworx CEO Rob Hankey explores why successful AI integration hinges on standardizing processes before automating them. Read the full post here: Government AI Push Should Prioritize Standardization or Risk Repeating History (FEDweek)

With all eyes on recruiting, healthcare also has a retention problem

Recruiting is just one part of the talent shortage puzzle; the best way to begin refilling a leaky bucket is to seal the leak by Intelliworx Recruiting is top of mind for many healthcare employers, and more and more are investing time in the function. For example, “MGMA polling from late 2023,” found “nearly eight in 10 (78%) of medical group leaders spent more time on recruitment and interviewing last year than the previous year.” The findings were included in a healthcare staff compensation report from the association which includes a mix of polls MGMA has fielded over the last few years. Never miss a post! Subscribe to our weekly newsletter by email. Yet recruiting is only one part of the problem. Another key part is retention and retention rates are astonishingly high in some areas. As a case in point, MGMA says clinical staff turnover is at a rate […]

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