US Digital Service: Essential Building Blocks For Digital Scaling

Government agencies must overhaul their operations and services as we embrace the constantly changing digital age. Today’s citizens expect a hassle-free and seamless experience while using government services. 

According to an intriguing Brookings Institution survey, 51% of American residents prefer digital interaction with the government over face-to-face or telephone contact. 

Government organizations must adapt to the shifting environment. They need to continuously improve their digital products in order to fulfill the growing demand and expectations. It’s time to fully leverage digital transformation’s potential and improve the citizen experience. 


US Digital Service Establishing a Culture of Innovation

 In order for government organizations to undergo digital transformation, it is essential to establish an innovation-friendly culture. Many organizations have often come under fire for being bureaucratic and sluggish in adopting new technologies. However, the US Digital Service (USDS), which has been spearheading the drive for innovation culture in government institutions, has been particularly important in transforming this attitude.

Agile approaches and the principles of design thinking have been instrumental in driving change within government organizations, with the US Digital Service (USDS) at the forefront of this transformation. These guidelines place a higher priority on user demands and urge organizations to provide services that are more user-centric. Government agencies must collaborate closely with citizens and other organizations to understand their needs and pain points. This collaboration enables effective solutions and improved service delivery.

Agencies can produce more effective, efficient, and user-friendly services this way. Government agencies can recognize and handle the unique requirements and difficulties faced by their end customers. They can provide solutions that satisfy those requirements. For instance, firms can develop user-friendly websites, mobile applications, and other digital services. These services are designed using principles of design thinking to be simple to explore, comprehend, and use.

The USDS has pioneered this strategy. It encourages government organizations to experiment with cutting-edge tools like AI and machine learning. The goal is to enhance service delivery through innovative approaches. For instance, the USDS assisted the Department of Veterans Affairs (VA) in creating a program that uses AI to identify veterans who are at risk of suicide. This tool uses data from VA’s electronic health records system to identify those who may be at high risk of suicide. It then provides targeted interventions to prevent suicides.


Improving Digital Infrastructure

Government agencies must modernize their digital infrastructure in order to stay up with the rapidly changing digital world. This upgrade includes spending money on cutting-edge technology to increase data security, simplify processes, and improve user experience. 

Agencies can enhance their capacity to store and access data through cloud computing capabilities. They can also improve data analysis and decision-making processes. By adopting emerging technologies like AI and machine learning, agencies can automate repetitive operations, reduce errors, and generate valuable insights. These insights enable better decision-making and improve digital offerings.

According to a Gartner analysis, agencies are anticipated to embrace AI-augmented automation in their I&O teams, with a projected 40% utilization rate by 2023. This move is expected to boost IT productivity while also improving agility and scalability.
Modernizing digital infrastructure is a worthwhile investment for agencies. It improves efficiency, reduces costs, and enhances the user experience. It also meets the demands of modern-day citizens. This facilitates digital scaling in government by enabling agencies to adopt new technologies and innovate at a faster pace.


Streamlining Processes and Procedures

A McKinsey & Company report reveals that 60% of all occupations have at least 30% of their operations that could be automated, increasing agency productivity. 

The numbers show how automating government processes and procedures could have a positive influence. Agencies can enhance service delivery and save money. They can use this money towards other crucial initiatives by decreasing the workload on workers and minimizing errors.

Data-driven strategies have also shown to be successful in streamlining government procedures, in addition to automation. The city of New Orleans, for instance, implemented a data-driven strategy to reduce blight and improve the quality of life for inhabitants. The city was able to identify areas with high levels of blight and prioritize its efforts by looking at data on blight complaints and property violations. In just two years, the number of abandoned properties was significantly reduced in the city.

Through the application of data-driven techniques, federal agencies can identify opportunities for innovation and improvement by analyzing user feedback and behavior data to identify areas where they can enhance or expand digital services.



As the digital age progresses, government organizations must remain adaptive and innovative to meet the ever-changing needs of today’s citizens. Creating an environment that values innovation, investing in digital infrastructure, and streamlining procedures are essential for achieving digital scaling in government organizations. Prioritizing user needs and feedback, experimenting with emerging technologies, and embracing automation and data-driven techniques will enable agencies to enhance user experience, improve service delivery, and reduce costs. As we look ahead, the potential for digital transformation in government organizations is boundless. By embracing innovation, we can build a more connected, effective, and efficient government that empowers citizens and meets the challenges of the future.

Ready to take your government agency’s digital transformation to the next level? Contact Techsur Solutions today to learn how our expertise in building essential digital building blocks can help you achieve your goals.

Government Artificial Intelligence: Trade-offs and Conviction

Artificial Intelligence (AI) is more than just a buzzword, it’s a transformative technology that can revolutionize the way governments function and aid their citizens. With its capacity to automate tedious processes, analyze large volumes of data, and reinforce citizen engagement, AI has metamorphosed as a powerful tool for government agencies. But with great power comes great responsibility, and AI adoption in government is not without its challenges. Here is what to know about AI and government transformation, the challenges associated with AI adoption, and provide key considerations for federal government agencies and organizations looking to harness the potential of AI.


Opportunities of Artificial Intelligence in Government

1. Increased Efficiency and Productivity

Time-consuming and repetitive processes currently carried out manually can be automated by artificial intelligence. These include processing paperwork, examining applications, and performing audits. By doing this, government organizations can cut down on the time and money spent on these activities. This can free them up to concentrate on providing citizens with high-quality services. According to a Governing magazine research, 53% of the state and local officials surveyed reported they were overwhelmed with paperwork, which made it difficult for them to do their jobs effectively. On the other hand, according to Deloitte, automating jobs for federal government employees may save between 96.7 million and 1.2 billion hours of time annually. 


2. Improved Decision-making

AI can analyze vast volumes of data and produce insights that aid government organizations in making intelligent decisions. Agencies can use AI in various ways. For example, they can use it to forecast future demand for public services, recognize patterns in public health data, or investigate criminal activity. Government organizations can use their resources more effectively and offer citizens better services by utilizing these insights. 


3. Enhanced Citizen Engagement

A survey conducted by Accenture found that 63% of citizens would like to use AI-powered tools to interact with government agencies. This is because AI-powered chatbots and virtual assistants can provide citizens with 24/7 support and assistance. Citizens can use these chatbots to ask questions, submit requests, and receive information about government services. Government agencies can enhance citizen engagement and satisfaction by leveraging AI-powered chatbots. These chatbots use natural language processing capabilities to provide personalized and timely responses, improving the overall customer experience.


Challenges of Artificial Intelligence in Government

1. Algorithmic Bias

If artificial intelligence systems are trained on biased data, it may reinforce biases within the organization/agency. Some groups of people may experience unjust outcomes because of this. For instance, it was discovered that an AI-powered hiring tool created by Amazon was biased toward women. Governmental organizations must ensure that the data used to train AI models are diverse. These should also be inclusive of the entire community to prevent algorithmic bias.


2. Lack of Transparency

The use of AI in government can sometimes be opaque. This makes it difficult for citizens to understand how government makes its decisions. This lack of transparency can lead to distrust and undermine the legitimacy of government decisions. To address this challenge, government agencies must ensure that their AI-powered systems are transparent and explainable. This means that the algorithms used by these systems must be open to scrutiny. The decisions made by these systems must be explainable to citizens.


3. Ethical Concerns

Artificial intelligence raises ethical questions around issues such as privacy, consent, and accountability. For instance, the use of facial recognition technology by law enforcement agencies raises concerns about privacy and civil liberties. To address these concerns, government agencies must ensure that they design and implement their AI-powered systems in an ethical manner. Ethical principles must guide the development and deployment of AI systems, prioritizing the well-being and rights of citizens. This ensures accountability, fairness, and transparency in the use of AI technologies, protecting the interests of individuals.


Key Considerations for Federal Government Agencies

  • Align AI adoption with strategic goals: This requires federal government agencies to undertake a comprehensive strategic planning process that involves identifying specific business objectives and assessing the potential of AI to facilitate their attainment. Agencies must ensure that AI implementation is guided by a strategic and business-oriented perspective rather than an ad hoc response to technological trends or pressures. For instance, the Department of Agriculture (USDA) used AI in its analysis of crop data to enhance food production and sustainability, driven by a strategic goal of improving agriculture production while reducing environmental impact.
  • Develop a strong data management strategy:  This is critical for the successful implementation of AI in federal government agencies. Such a strategy must encompass robust data collection, storage, and analysis processes that support AI algorithms’ training and development while ensuring data security, privacy, and ethical considerations.
  • Ensure algorithmic fairness and transparency: Federal government agencies must ensure that their AI-powered systems are designed and implemented in a fair and transparent manner. This entails adopting explainable and interpretable AI models. These model can be subject to scrutiny and validation by stakeholders, including citizens, without compromising data privacy or confidentiality. Currently, the US Department of Labor’s Office of Disability Employment Policy has released guidelines for ensuring the fairness and transparency of AI-powered job matching systems to prevent discrimination against job seekers with disabilities. 
  • Invest in skills development and training: AI adoption requires specialized skills, which may not be readily available in government agencies. Federal government agencies must invest in the development of specialized technical competencies such as machine learning, data analytics, and natural language processing. They must also invest in non-technical skills such as critical thinking, problem-solving, and decision-making. 



The adoption of AI by federal government agencies has the potential to revolutionize how they operate and deliver services to citizens. AI offers the promise of increased efficiency, improved decision-making, and enhanced citizen engagement. It can be a key driver of transformation and innovation in the public sector. However, to fully realize the benefits of AI, federal government agencies must address the challenges associated with its adoption.By investing in ethical AI practices, federal government agencies can ensure responsible and accountable use of AI technologies. Additionally, prioritizing skills development can empower government employees to effectively leverage AI tools and technologies. Such a government will be better equipped to meet the diverse needs of its citizens, delivering improved services and outcomes. Adopting AI will allow agencies to usher in a new era of public service, ultimately transforming the lives of citizens for the better.

If you are a federal government agency or government organization seeking to harness the potential of AI to transform your operations, TechSur can help. Our team of experts has a deep understanding of AI technologies and can help you navigate the challenges associated with AI adoption in government. Contact us today to learn more about how we can help you unlock the benefits of AI.