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5 Success Factors for Gov. Digital Transformation

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Acquia
Acquia

Digital transformation puts the customer at the center of everything. With the ability to increase innovation, scalability, and agility, digital transformation enhances customer experience and operational excellence. However, the implementation of these solutions can often stall due the inherent complexities of the government environment and ability to integrate new technology into existing business processes. Join experts from CTAC and Acquia as we use real case studies from the Commodities Futures Trading Commision (CFTC) and General Services Administration (GSA) to discuss how Acquia and Drupal make the digital transformation easier. In this webinar, we will discuss how leveraging Drupal 8 & Acquia solutions will improve: - Customer Experience/Ease of Use (or Usability) - User Centered Design - Quick Iteration and Development - Seamless integration with other systems - Getting to ATO (Authorization to Operate)

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5 Success Factors for Government Digital Transformation
Speakers Justin Raines Senior Solutions Architect, CTAC Jon Woods Sr. Enterprise Account Executive, Acquia
CTAC is an expert delivering open source content management solutions, enabling our customers to collaborate and communicate more effectively to continually develop new ways to reach their end-users. Who is CTAC?
CTAC’s Federal Clients
94% Customer Satisfaction Rating Leveraging Drupal, the Largest Open Source Community 3,500+ customers, including 1,800 enterprises 30+ Fortune 100 customers 800+ Employees Global Partner Program GDPR Ready We provide the world’s most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community — giving our customers the freedom to build tomorrow on their terms. THE OPEN SOURCE DIGITAL EXPERIENCE COMPANY Who is Acquia?
©2018 Acquia Inc. — Confidential and Proprietary Government experience 6
Experience Factory Marketing Hub Acquia Edge Acquia Insight Acquia Search Dev Tools Acquia Dev Desktop / Acquia Cloud CD / Acquia Pipelines Onboarding, Troubleshooting & Support Services IntegrationAPI End User Outputs (Web, Mobile, etc) 3rdPartyServices Drupal (Acquia Lightning) Acquia Cloud Acquia Cloud Site Factory Acquia DAM Profile Manager Acquia Lift Acquia Journey Acquia Commerce Manager The Acquia Platform 7
“The stakes for federal IT executives have never been greater. Their growing ability to digitally transform government can empower their agencies to deliver upon the immense expectations of the ... public. And while the enabling tools and capabilities that they need are now more accessible, they also face familiar constraints around budget and talent that will force prioritization.” Tom Greiner Accenture Federal Services Technology Lead
©2018 Acquia Inc. — Confidential and Proprietary Top Information Technology Challenges Among Government Agencies 9 Source: Accenture: The State of Federal IT 2018, Survey of 200 Federal Government IT Executives 47% Insufficient funding 43% Cyber security concerns* 40% Reliance on legacy technology* 34% Skill shortage 32% Restrictive policies & reporting mandates* 38% Department silos 30% Ineffective collaboration
The 5 Success Factors: 1. Open Source and Open Architecture 2. Security 3. User Centered Design & Content First Approach 4. Simplified Content Management 5. Team Expertise
Open Source and Open Architecture
Open Source Model Removing Data Silos - CFTC has been able to leverage mostly out of the box modules for features used every day on the CFTC website and by CFTC staff. ● Thousands of published modules and themes ○ Often do not need to develop all from scratch ○ There are often multiple approaches that suit your needs ● Massive amount of material available across the web for learning and reference ● Large pool of capable developers, consultants versed in technology ○ Prevents vendor lock-in
©2016 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary – Millions of websites – 46,000+ Developers with 1.3 million users on drupal.org – 51% growth Drupal 8 YoY – Largest enterprise marketshare with 12% marketshare growth in Q1’18 – Largest Open Source community (by members) in the world – Drupal adoption is at least 10x that of AEM and Sitecore combined – 8,000 code contributors from 1,000 different companies in the past year Acquia Is Built On The World’s Most Popular Enterprise WCM Solution, DRUPAL
5 Success Factors for Gov. Digital Transformation
Security
Acquia Enterprise Cloud (ACE) Environment ● ACE Framework ○ ACE was built with security in mind ● FedRAMP Compliant ○ Simplifies ATO process with Acquia FedRAMP compliant solution ● Issues and bugs caught early with Acquia Monitoring, Remediation ● CDN services as part of the platform ensure the service is always available
Drupal ● Granular Permissions - Role based access control - Right access to the right people ● Frequent Patching ● Drupal 8 meets security standards for most Federal government websites
©2018 Acquia Inc. — Confidential and Proprietary INDEPENDENT COMPLIANCE HARDENED SECURITY Certified: ﹣ ISO-27001 ﹣ PCI-DSS ﹣ FedRAMP ﹣ SOC1 ﹣ SOC2 Meets: ﹣ GDPR ﹣ HIPAA ﹣ FERPA ﹣ Security event logging and monitoring ﹣ multiple layers of firewall ﹣ available remote administration ﹣ vulnerability management ﹣ multi-factor authentication ﹣ available multi-region failover SECURE STACK
User Centered Design & Content First Approach
Design with the User in Mind ● Quick and easy to test and deploy new features and designs ● Content first approach has allowed us to quickly get content in front of users and perform testing and iterations ● Rapid user feedback to modify and enhance user interfaces and improve user experience Leveraging Drupal and Acquia Cloud Enterprise has allowed CFTC to replace legacy systems and processes more quickly, moving from timelines that were measured in months to timelines measured in weeks.
Rapid Prototyping & Feedback Drupal 8 Theming & Module systems makes it easier to go from mockup and wireframe to feature in test. – Clients have seen feature requests being measured in months to weeks or even days – Ability to create content using WYSIWYG (what you see is what you get) editors have reduced necessity for some pages to require code changes at all
Multiple Content Channels – Headless Drupal / API based content allows publishing on multiple sites and platforms – Publishing to multiple locations and formats simultaneously – Editors focus on content
Simplified Content Management
● Every team has the access they need ○ Role based access control limits teams to only the content they should be editing ● Enforced Standards to Content ○ Can limit what each team has the ability to manipulate
©2017 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary©2017 Acquia Inc. — Confidential and Proprietary ● Acquia Cloud Enterprise at CFTC ○ Supports market reports, public affairs, and integration with stakeholders ○ Has greatly decrease time needed to release new features, making it easier to consolidate IT and publishing functions Examples of Simplified Content Management: CFTC
©2017 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary©2017 Acquia Inc. — Confidential and Proprietary ● Drupal at GSA ○ Drupal based solution supports GSA’s most highly visible public facing sites (GSA.gov and USA.gov family of sites/applications) ○ Citizen-centric design ○ Millions of external users Examples of Simplified Content Management: GSA
Expertise
Training & Certification ● Working with stakeholders, editors, and integrated teams to train on Drupal features ● Spend time familiarizing users with features ○ At CFTC we had training sessions beginning well before initial roll out to ensure editing staff was familiar with the interface and had input on functionality ● Acquia Drupal Certifications ensure your team will be able to implement the features needed
5 Success Factors for Gov. Digital Transformation
Collaborative Partnership ● CTAC and Acquia are a proven joint-solution ● CTAC has Acquia-certified developers on staff ● Acquia’s platform in existence for 40+ federal agencies ● CTAC is a leading Drupal solution provider for highly visible projects and Acquia Preferred Partner ● Together we have the expertise to deliver
The 5 Success Factors: 1. Open Source and Open Architecture 2. Security 3. User-Centered Design & Content First Approach 4. Simplified Content Management 5. Team Expertise
Thank you! Questions?
5 Success Factors for Gov. Digital Transformation
©2018 Acquia Inc. — Confidential and Proprietary Timely, personalized, on-brand communications - supporting citizen and constituent engagement A secure platform with environments to develop, test, deliver and manage ambitious applications - faster. YOUR NEED OUR SOLUTION Acquia Marketing Hub Acquia Experience Factory Acquia experience platform powers business results 34
The US Federal Government’s more than 23,000 different forms lead to more than 11.4 billion hours of paperwork annually, and many provide a poor user experience. Source: President’s Management Agenda: Improving Customer Experience with Federal Services (Q12018)
“Government agencies that seek to … build a holistic view of the customer experience are most effective when they follow three basic steps: putting themselves in the shoes of their customers, understanding their end-to-end customer journeys with the service, and isolating the moments that disproportionately shape their experience along the way.” -McKinsey & Company
©2018 Acquia Inc. — Confidential and Proprietary -Aileen Smith, former head of operations for the US State Department’s Passport Services Directorate “We, as government agencies, have to be resourceful. We don’t have the same level of insight, research, or analytics that you’ll find at a Walmart or Target, but we have to do what we can with the information we have available to us.” 37
©2018 Acquia Inc. — Confidential and Proprietary Dominic Delmolino Accenture “Agencies frequently create copies of data that drive up costs not only for labor but also for storage, network bandwidth, and all of the code necessary to ensure that data is copied correctly. And at the end of the day, they still can’t access with confidence the information that they need to make strategic decisions or operate more effectively.” 38
©2018 Acquia Inc. — Confidential and Proprietary 39 Source: Forrester: The US Federal Customer Experience Index, 2018

More Related Content

5 Success Factors for Gov. Digital Transformation

  • 1. 5 Success Factors for Government Digital Transformation
  • 2. Speakers Justin Raines Senior Solutions Architect, CTAC Jon Woods Sr. Enterprise Account Executive, Acquia
  • 3. CTAC is an expert delivering open source content management solutions, enabling our customers to collaborate and communicate more effectively to continually develop new ways to reach their end-users. Who is CTAC?
  • 5. 94% Customer Satisfaction Rating Leveraging Drupal, the Largest Open Source Community 3,500+ customers, including 1,800 enterprises 30+ Fortune 100 customers 800+ Employees Global Partner Program GDPR Ready We provide the world’s most ambitious brands with technology that allows them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community — giving our customers the freedom to build tomorrow on their terms. THE OPEN SOURCE DIGITAL EXPERIENCE COMPANY Who is Acquia?
  • 6. ©2018 Acquia Inc. — Confidential and Proprietary Government experience 6
  • 7. Experience Factory Marketing Hub Acquia Edge Acquia Insight Acquia Search Dev Tools Acquia Dev Desktop / Acquia Cloud CD / Acquia Pipelines Onboarding, Troubleshooting & Support Services IntegrationAPI End User Outputs (Web, Mobile, etc) 3rdPartyServices Drupal (Acquia Lightning) Acquia Cloud Acquia Cloud Site Factory Acquia DAM Profile Manager Acquia Lift Acquia Journey Acquia Commerce Manager The Acquia Platform 7
  • 8. “The stakes for federal IT executives have never been greater. Their growing ability to digitally transform government can empower their agencies to deliver upon the immense expectations of the ... public. And while the enabling tools and capabilities that they need are now more accessible, they also face familiar constraints around budget and talent that will force prioritization.” Tom Greiner Accenture Federal Services Technology Lead
  • 9. ©2018 Acquia Inc. — Confidential and Proprietary Top Information Technology Challenges Among Government Agencies 9 Source: Accenture: The State of Federal IT 2018, Survey of 200 Federal Government IT Executives 47% Insufficient funding 43% Cyber security concerns* 40% Reliance on legacy technology* 34% Skill shortage 32% Restrictive policies & reporting mandates* 38% Department silos 30% Ineffective collaboration
  • 10. The 5 Success Factors: 1. Open Source and Open Architecture 2. Security 3. User Centered Design & Content First Approach 4. Simplified Content Management 5. Team Expertise
  • 11. Open Source and Open Architecture
  • 12. Open Source Model Removing Data Silos - CFTC has been able to leverage mostly out of the box modules for features used every day on the CFTC website and by CFTC staff. ● Thousands of published modules and themes ○ Often do not need to develop all from scratch ○ There are often multiple approaches that suit your needs ● Massive amount of material available across the web for learning and reference ● Large pool of capable developers, consultants versed in technology ○ Prevents vendor lock-in
  • 13. ©2016 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary – Millions of websites – 46,000+ Developers with 1.3 million users on drupal.org – 51% growth Drupal 8 YoY – Largest enterprise marketshare with 12% marketshare growth in Q1’18 – Largest Open Source community (by members) in the world – Drupal adoption is at least 10x that of AEM and Sitecore combined – 8,000 code contributors from 1,000 different companies in the past year Acquia Is Built On The World’s Most Popular Enterprise WCM Solution, DRUPAL
  • 16. Acquia Enterprise Cloud (ACE) Environment ● ACE Framework ○ ACE was built with security in mind ● FedRAMP Compliant ○ Simplifies ATO process with Acquia FedRAMP compliant solution ● Issues and bugs caught early with Acquia Monitoring, Remediation ● CDN services as part of the platform ensure the service is always available
  • 17. Drupal ● Granular Permissions - Role based access control - Right access to the right people ● Frequent Patching ● Drupal 8 meets security standards for most Federal government websites
  • 18. ©2018 Acquia Inc. — Confidential and Proprietary INDEPENDENT COMPLIANCE HARDENED SECURITY Certified: ﹣ ISO-27001 ﹣ PCI-DSS ﹣ FedRAMP ﹣ SOC1 ﹣ SOC2 Meets: ﹣ GDPR ﹣ HIPAA ﹣ FERPA ﹣ Security event logging and monitoring ﹣ multiple layers of firewall ﹣ available remote administration ﹣ vulnerability management ﹣ multi-factor authentication ﹣ available multi-region failover SECURE STACK
  • 19. User Centered Design & Content First Approach
  • 20. Design with the User in Mind ● Quick and easy to test and deploy new features and designs ● Content first approach has allowed us to quickly get content in front of users and perform testing and iterations ● Rapid user feedback to modify and enhance user interfaces and improve user experience Leveraging Drupal and Acquia Cloud Enterprise has allowed CFTC to replace legacy systems and processes more quickly, moving from timelines that were measured in months to timelines measured in weeks.
  • 21. Rapid Prototyping & Feedback Drupal 8 Theming & Module systems makes it easier to go from mockup and wireframe to feature in test. – Clients have seen feature requests being measured in months to weeks or even days – Ability to create content using WYSIWYG (what you see is what you get) editors have reduced necessity for some pages to require code changes at all
  • 22. Multiple Content Channels – Headless Drupal / API based content allows publishing on multiple sites and platforms – Publishing to multiple locations and formats simultaneously – Editors focus on content
  • 24. ● Every team has the access they need ○ Role based access control limits teams to only the content they should be editing ● Enforced Standards to Content ○ Can limit what each team has the ability to manipulate
  • 25. ©2017 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary©2017 Acquia Inc. — Confidential and Proprietary ● Acquia Cloud Enterprise at CFTC ○ Supports market reports, public affairs, and integration with stakeholders ○ Has greatly decrease time needed to release new features, making it easier to consolidate IT and publishing functions Examples of Simplified Content Management: CFTC
  • 26. ©2017 Acquia Inc. — Confidential and Proprietary©2016 Acquia Inc. — Confidential and Proprietary©2017 Acquia Inc. — Confidential and Proprietary ● Drupal at GSA ○ Drupal based solution supports GSA’s most highly visible public facing sites (GSA.gov and USA.gov family of sites/applications) ○ Citizen-centric design ○ Millions of external users Examples of Simplified Content Management: GSA
  • 28. Training & Certification ● Working with stakeholders, editors, and integrated teams to train on Drupal features ● Spend time familiarizing users with features ○ At CFTC we had training sessions beginning well before initial roll out to ensure editing staff was familiar with the interface and had input on functionality ● Acquia Drupal Certifications ensure your team will be able to implement the features needed
  • 30. Collaborative Partnership ● CTAC and Acquia are a proven joint-solution ● CTAC has Acquia-certified developers on staff ● Acquia’s platform in existence for 40+ federal agencies ● CTAC is a leading Drupal solution provider for highly visible projects and Acquia Preferred Partner ● Together we have the expertise to deliver
  • 31. The 5 Success Factors: 1. Open Source and Open Architecture 2. Security 3. User-Centered Design & Content First Approach 4. Simplified Content Management 5. Team Expertise
  • 34. ©2018 Acquia Inc. — Confidential and Proprietary Timely, personalized, on-brand communications - supporting citizen and constituent engagement A secure platform with environments to develop, test, deliver and manage ambitious applications - faster. YOUR NEED OUR SOLUTION Acquia Marketing Hub Acquia Experience Factory Acquia experience platform powers business results 34
  • 35. The US Federal Government’s more than 23,000 different forms lead to more than 11.4 billion hours of paperwork annually, and many provide a poor user experience. Source: President’s Management Agenda: Improving Customer Experience with Federal Services (Q12018)
  • 36. “Government agencies that seek to … build a holistic view of the customer experience are most effective when they follow three basic steps: putting themselves in the shoes of their customers, understanding their end-to-end customer journeys with the service, and isolating the moments that disproportionately shape their experience along the way.” -McKinsey & Company
  • 37. ©2018 Acquia Inc. — Confidential and Proprietary -Aileen Smith, former head of operations for the US State Department’s Passport Services Directorate “We, as government agencies, have to be resourceful. We don’t have the same level of insight, research, or analytics that you’ll find at a Walmart or Target, but we have to do what we can with the information we have available to us.” 37
  • 38. ©2018 Acquia Inc. — Confidential and Proprietary Dominic Delmolino Accenture “Agencies frequently create copies of data that drive up costs not only for labor but also for storage, network bandwidth, and all of the code necessary to ensure that data is copied correctly. And at the end of the day, they still can’t access with confidence the information that they need to make strategic decisions or operate more effectively.” 38
  • 39. ©2018 Acquia Inc. — Confidential and Proprietary 39 Source: Forrester: The US Federal Customer Experience Index, 2018