The document discusses customer centricity at the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF). It notes that ATF has a diversity of internal and external customers with evolving expectations around mobility, cloud services, and accessibility. It outlines ATF's efforts to meet these expectations through mobility applications, cloud-based email and collaboration, refreshing user devices, externally facing services, and a next-generation case management system. It also provides some lessons learned around customer engagement, finding champions, communication during change, and adopting versus building new systems.

1. Office of Science and Technology
“Customer Centricity” at ATF:
A Case Study
FCW Federal Summit
June 11, 2014
Rick Holgate
Assistant Director for Science & Technology / CIO
Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)
President, American Council for Technology (ACT)
@rickholgate

2. Office of Science and Technology
A Diversity of Customers
Internal
• Special agents
• Industry Operations
Investigators (regulators)
• Technical specialists
• Professional staff
External
• Law enforcement
partners
– eTrace, BATS
• Regulated industries and
parties
– eForms
• Technical communities
• Interest groups
• Open data
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3. Office of Science and Technology
Evolving Expectations
• Information anytime, anywhere
• “Web 2.0-like” functionality, scale, and agility
• Accessibility and transparency
• Changing boundaries of “the enterprise”
• Generational changes...and convergence
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4. Office of Science and Technology
Our Efforts
• Mobility
– Devices, applications
• Cloud-based email/collaboration
• User device tech refresh
• Externally facing services
• Next-generation case management
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5. Office of Science and Technology
Some Lessons
• Customer engagement...
• ...With the right customer(s)
• Finding champions & visionaries
• Myth busting and communication (change is
hard)
• Adopting vs. building
• Simplifying, streamlining, opening up
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6. Office of Science and Technology
Thoughts, Comments,
Questions?
Rick Holgate
Assistant Director for Science & Technology / CIO
Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)
President, American Council for Technology (ACT)
@rickholgate
11 June 2014 innovative applications of science and technology 6