The digital revolution has given rise to profound changes in the federal workplace, and, in keeping with the 2012 Digital Government Strategy, organizations are increasingly putting a premium on modernizing technologies. Modernization can improve productivity, service, and collaboration, but today’s government agencies face a host of challenges in utilizing technology to upgrade the workplace and facilitate day-to-day mission objectives. 

To better understand the state of federal IT from the perspective of the workforce, Government Business Council and Lockheed Martin conducted an in-depth research study of federal employees. 

Research Methodology

To assess the perceptions, attitudes, and experiences of federal employees regarding agency IT, Government Business Council deployed a survey to a random sample of Government Executive, Nextgov, and Defense One online and print subscribers in October 2015. The pool of respondents includes those from more than 29 federal civilian agencies, including GS-11 through -15 grade levels and members of the Senior Executive Service. For more information on the survey participants, please refer to the Respondent Profile.

IT modernization efforts have been a step in the right direction

Although 72% of respondents report being completely, very, or moderately satisfied with their agency’s IT services, respondents still report several areas in which their agency can improve. These include compatibility, collaboration, and data-oriented capabilities that can enhance day-to-day operations, both in providing service and improving business processes. In addition, a plurality of respondents feel that their agency is not spending enough on implementing new technologies.

Agencies do not fully leverage the technology at their disposal

Federal employees are clear on how they would like IT services to function and assist their work. Device agnosticism, cross-platform compatibility, and availability of metrics are rated by the bulk of respondents as important or very important when providing better service to customers. However, respondents are also largely unsatisfied with their agency’s IT ability to provide such capabilities. The same pattern applies to technology in the context of business operations. While data-sharing, program performance visibility, collaboration, and data connectivity are all identified as important features of IT services, few respondents are currently satisfied with their agency’s IT services in these capacities.

Many agencies lack a mission-focused strategy

Agencies may benefit from adhering to a cohesive, forward-facing IT strategy, as it appears that many organizations are acquiring new technologies on a piecemeal basis rather than with long-term interoperability in mind. This may be reinforced by a lack of communication or coordination between agencies and IT providers: 1 in 3 respondents feel that their agency’s IT contractors lack an understanding of organization mission objectives, and perhaps as a result, respondents also report difficulties in identifying new innovations to solve mission challenges. 

Agencies still have room for improvement when it comes to IT services

With 72% of respondents reporting that they are at least moderately satisfied with their agency’s IT services, the government’s push toward providing high-quality digital tools and services has been a step in the right direction. However, gaps in progress still remain, and the implementation of technologies varies by agency. 

Agencies should focus on improving the service aspects of IT

In January 2015, White House Chief Technology Officer Megan Smith remarked, “We're the country that created Facebook and Twitter and created the Internet. Why shouldn't the websites and the mobile services and the way that we do customer service with the American people from the government – why shouldn't it be that good?” 

Federal employees appear to agree. When it comes to improving service, respondents have a firm idea of what agencies should be prioritizing. A clear majority indicate that it is important or very important that federal IT services be compatible with other systems/databases, work across multiple devices/platforms, and provide metrics that can inform process improvements.

Agencies should prioritize technologies that can further business operations

Respondents note similar gaps when it comes to leveraging technologies in order to improve business operations. The vast majority of respondents assert that it is important or very important for agency IT services to improve collaboration across teams, connect with data collected from other sources, encourage users to share data with one another, provide managers with greater visibility on program performance, and identify human capital needs. 

Although respondents are largely in agreement on the importance of the qualities listed below, few report satisfaction. Only 38% are satisfied with the way their IT services currently facilitate collaboration. Similarly, less than 4 in 10 are satisfied with how their IT connects with data from other sources, and even fewer are satisfied with how it encourages users to share data. 

Agency technology decisions are largely made on an incremental basis

Respondents identify potential areas of improvement in the way their agency approaches the acquisition and implementation of new capabilities. According to respondents, many agencies may not be considering the long-term implications of individual IT procurement decisions.

Respondents report an imbalance between types of agency IT investment

The study also points to difficulties posed by agency budget constraints, which may force IT leadership to make difficult decisions between maintaining existing technologies and implementing newer capabilities. 

Better communication between agencies and contractors may be required to address technology gaps

Respondents anticipate greatest gains from productivity, interoperability, and capability deliveries

Although IT modernization is often touted for its ability to enact budget savings, respondents recognize the wide range of potential benefits beyond cost. Respondents cite greater productivity and interoperability across systems as the most positive outcomes of IT modernization, but appear optimistic in seeing further outcomes as well. On average, respondents identify 6 potential outcomes that could have a great impact on mission effectiveness.

IT modernization efforts are most hampered by budget and technical issues

Along with devising and implementing an overall IT procurement strategy, agencies can also focus on overcoming specific challenges to leveraging mission-specific IT. 

Although budget, compatibility, and security rise to the top as the greatest barriers, other cultural and logistical challenges appear to play a significant role in preventing further progress. Over one third of respondents say they believe IT modernization is not given high enough priority, while others attribute cultural resistance and lack of coordination as factors. In addition, respondents also cite a lack of in-house technical expertise, which may be related to agencies’ inability to customize their technology to meet mission needs.

When considering how to align IT more closely with mission:

Invest with long-term priorities in mind

With only 20% of respondents asserting that their organization makes technology decisions based on long-term interoperability, agencies should take care to develop a comprehensive, mission-aligned strategy. Rather than devoting an already-constrained IT budget to maintaining legacy systems and procuring incompatible, often short-term technologies, organizations might consider investing in tools specifically designed to further service and business operations, including improved customer experience platforms, database capabilities, internal communication tools, and real-time data provision.

Ensure that IT providers understand agency mission objectives

Looking ahead, agencies might consider working more closely with federal IT providers to clearly define which IT capabilities would most enhance agency mission and long-term objectives. Currently, 1 in 3 respondents disagrees or strongly disagrees that contractors have a clear sense of specific agency goals and needs. Opening lines of communication between agencies and industry partners could help improve the likelihood of mission-enhancing IT.