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Accelerating Digital Transformation in Federal Agencies: Insights from Steve Walters of ServiceNow
Steve Walters, Vice President of Federal at ServiceNow, discussed the evolving landscape of digital transformation in federal agencies on Francis Rose's program. Walters emphasized the shift from mere transformation to accelerating the journey, highlighting the role of disruptive technologies like chat GPT, zero trust architecture, RPA, and blockchain. However, he pointed out that these technologies are just part of a larger picture. Walters stressed the importance of viewing digital transformation from an enterprise platform perspective, focusing on interoperability with people, systems, and data. He identified three key areas: mission resiliency, world-class employee and customer experiences, and modernizing legacy applications. Walters also addressed the challenges of risk management and the need for collaborative efforts between agencies and industry partners to drive successful outcomes.
Key Takeaways
- Enterprise Platform Approach: The success of digital transformation in federal agencies hinges on adopting an enterprise platform perspective, ensuring interoperability with key elements like people, systems, and data.
- Focus on Mission Resiliency and Experience: Agencies must ensure mission resiliency amidst digital disruptions and provide a world-class experience to both employees and customers, leveraging modern platforms to enhance interactions.
- Risk Management and Collaboration: Overcoming risk aversion is crucial for accelerating digital transformation. Collaboration between agencies and industry partners, focusing on outcomes, is essential for navigating risks and driving transformation forward.