Given the constraints that federal agencies face, many will ask: Is this vision realistic? Is it achievable? The reality is that Futureframe builds upon and consolidates proven techniques and practices federal leaders have already been using to some extent to transform the customer experience, create more value and deliver more impact.
Here are just a few examples.
U.S. Department of Education
The Department of Education collaborated with Accenture to embrace the bold vision of a Next Generation Financial Services Environment (NextGen). This innovative, streamlined and world-class solution benefits students, parents, school financial aid administrators, and other customers and partners.
The team used human-centered design to inform development of an omnichannel network where borrowers now learn about, apply for and manage their federal financial aid. The new solution includes a single digital platform (Studentaid.gov), a modern marketing platform, a consolidated customer care platform and a dedicated virtual assistant—radically simplifying the student financial aid experience for more than 40 million students and their families.
U.S. Department of Veterans Affairs
A new version of the VA Loan Electronic Reporting Interface (VALERI) incorporates software-as-a-service capabilities for case management, workflow optimization and data analytics—enabling VA to serve veteran homeowners more efficiently and collaborate with industry partners. VALERI also incorporates customer relationship management best practices, enabling borrowers to see real-time, relevant loan information throughout the loan lifecycle.
U.S. Department of Agriculture
With the launch of Farmers.gov, USDA consolidated seven digital platforms and 150 federal web resources into a convenient one-stop resource for farmers. Farmers.gov offers farmer-focused content, interactive tools and a business data dashboard—allowing producers more time to focus on their farms and less time filling out antiquated paper forms. Continuing improvement is built into the process based on ongoing feedback from USDA customers and employees.
Frame the future for your agency
The COVID-19 pandemic has changed customer expectations forever. Industry and sector leaders have responded to these unprecedented changes with a slew of innovations that are reshaping digital services around fundamental customer needs. The opportunity for government is to embrace this imperative, build upon these advances and create new benchmarks for how it can empower Americans.
By tapping into service design and systems design via the Futureframe approach, you can build—and execute—a bold vision for the future. The Futureframe process yields important insights about where to direct resources, how to prioritize change, and the value of a dual focus on near-term impact and improvements alongside longer-term transformation.