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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.