What does CX look like in a Trump administration?
- By Amanda Ziadeh
- Dec 15, 2016
Among the many likely changes from the new administration, look for a shift in how government delivers citizen services, according to a new report from Forrester. Based on President-elect Donald Trump’s proposed policies, the research firm outlines several changes agencies might see in customer-centric IT, including:
1. More open data: The use of open data web platforms like Data.gov will continue to grow, highlighting the importance of a single open data standard for information collected from agencies and the private sector and more granular reporting on federal spending.
2. Cybersecurity tradeoffs: Incoming agency leaders may sacrifice new services and improved digital experiences for more robust cybersecurity.
3. Weakening of 18F and U.S. Digital Services: Trump’s emphasis on private-sector jobs could shrink these programs or direct them to helping agencies buy commercial software.
4. Flat federal spending on CX IT: Forrester calculated that federal agencies will spend $26 billion next year on software and hardware used to engage with customers digitally and improve service delivery. Even if the new administration passes a big stimulus plan that includes large-scale spending on business technology, it would not start until at least 2018.
5. Focus on Veterans Affairs: Pressure on the VA to speed delivery of more digital and accessible services to vets could force the department into highly visible activity rather than sustainable progress.
6. Good times for traditional tech contractors: Forrester suggested that the nature of Trump’s transition team and political appointments implies that they are unlikely to pursue tech startups over traditional federal contractors. This could weaken procurement innovations like challenges and micro-purchasing.
Amanda Ziadeh is a former reporter/producer for GCN.