The Biden administration’s fiscal 2024 budget proposes a big boost for “customer experience” efforts. And how agencies use data – whether it’s custome...
Agencies are increasingly turning to design thinking, digital tools and their own data stores to drive forward their “customer experience” initiatives.
The Biden administration’s latest budget request signaled a whole-of-government focus on the concept of CX. The 2024 proposal seeks to add 120 “customer experience experts” across government to “conduct human-centered design and digital service delivery.”
Agencies are increasingly looking to make better use of customer feedback data to improve citizen-facing services, while also streamlining access to data needed to verify eligibility to federal benefits programs.
“Data and experience are becoming the last two hard problems,” Dan Tucker, senior vice president for the civil sector at Booz Allen Hamilton, said on Federal News Network.
“It’s so much easier today to spin up a cloud infrastructure,” Tucker said. “Low code/no code platforms make it so much easier to build an application front end these days. But data has gravity. Data is dirty. Data is siloed. And that is really still a very difficult problem.”
Organizations are increasingly treating data as a commodity by establishing “data product managers” who are responsible for data quality, sharing and standards, Tucker continued. And chief data officers are using a combination of “carrot and stick” to incentivize sharing in some cases and require it in others.
“The challenge is really the policies, the patterns, the processes that allow that technology to enable the data sharing,” Tucker said. “That’s the friction that I’m seeing in a lot of places today.”
While agencies had previously explored using massive pools of data and establishing vast warehouses such as “data lakes,” that solution has become increasingly impractical for a variety of reasons, not least of which is the high costs of moving data around and maintaining those stores.
One concept that’s increasingly gaining traction is the use of a “data mesh,” a relatively new buzzword that describes an architecture where data stays with the organization that owns it, but is made available to others through the use of application programming interfaces (API’s) and other mechanisms.
“That seems to get us to the step function change that we need, as opposed to pouring everything into a data lake, which takes a lot of time and is particularly expensive to operate,” Tucker argues.
The data mesh also operates on a set of governance policies to ensure quality, as well as access and security. The latter issue is particularly important as agencies move to adopt zero trust architectures that aim to “verify anything and everything attempting to establish access,” in the words of the White House’s zero trust strategy.
“The technologies are in place,” Tucker said. “It’s just how do you put the processes in place to say, ‘Okay, this is going to be our mechanism for ensuring trust, and ensuring the security and privacy of the data we have.”
Training and education will also be a major factor in whether agencies can successfully manage and protect their data, and use it to introduce better public-facing services.
While concepts like the “data pipeline” and “data operations” may seem intimidating, Tucker said those represent the more cutting edge of the different data qualifications. Meanwhile, the key standards around metadata, data quality and other basic data management processes have become well established.
“The data pipeline concept and concepts around data ops have emerged over the past five years or so, but up to that point, the standards around good data management are mature and really well understood,” he said. “It wouldn’t take a long time for somebody to get up to speed on them.”
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Senior Vice President, Civil Sector, Booz Allen Hamilton
Reporter, Federal News Network
Senior Vice President, Civil Sector, Booz Allen Hamilton
Dan Tucker is a senior leader focused on cloud and data engineering solutions in Booz Allen’s citizen services business. He drives development of innovative solutions in cloud migration, multicloud management, tactical cloud, cloud-native development, and data management and integration. Dan has more than 25 years of experience in large-scale IT modernization and digital transformation, with a strong technical background in application and network infrastructure, data architecture, and lean development methodologies.
Dan currently leads the delivery of production-scale cloud operations and digital transformation engagements for clients at the Department of Treasury, the Bureau of Fiscal Service, the General Services Administration, and others. In addition, he drives the evolution of cloud service provider (CSP) and vendor relationships with partners such as Amazon Web Services (AWS), Microsoft, Snowflake, Databricks, and the Cloud Native Computing Foundation.
With his background in cloud, DevSecOps, data engineering, and product management practices, Dan drives some of the largest and most mission-critical digital transformation programs in the public sector. In recognition of Dan’s deep expertise, WashingtonExec named him a 2021 Cloud Executive to Watch. He was also a 2021 Pinnacle Cloud Executive of the Year Finalist, and he serves on the WashingtonExec Cloud Computing Council.
Dan holds a B.S. in applied mathematics from James Madison University. He also completed the executive management program focused on product management and high-velocity organizations at the Massachusetts Institute of Technology. He is certified as an AWS Solutions Architect, along with holding a specialty certification in AWS Security.
Reporter, Federal News Network
Justin Doubleday is a defense and cybersecurity reporter for Federal News Network. He previously covered the Pentagon for Inside Defense, where he reported on emerging technologies, cyber and supply chain security. Justin is a 2013 graduate of the University of New Hampshire, where he received his B.A. in English/Journalism.