Government IT leaders and knowledge workers are faced with the task to make smarter decisions at faster speeds and with fewer resources. As the government IT landscape continues to change, agencies must focus on human-centric IT solutions to improve their business functions. This means crafting IT systems that connect people to process to transform service delivery. This infographic will walk you through this new model of governance and provide best practices and benefits of a human-centric design. Learn more at: http://www.pega.com/solutions/by-industry/government

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Government IT leaders and knowledge workers are faced with the task to make smarter decisions at faster speeds and with fewer
resources. As the government IT landscape continues to change, agencies must focus on human-centric IT solutions to improve their
business functions. This means crafting IT systems that connect people to process to transform service delivery. This infographic will
walk you through this new model of governance and provide best practices and benefits of a human-centric design.
To move towards a human-centric IT model, there are two paths agencies can take – a transformative or a traditional approach.
Human-centric IT design provides agencies with rapid results and helps meet mission goals. Today, more than ever before, government
must look to emerging technology to specialize processes to meet specific agency needs, moving away from big box solutions that
traditionally focus on data, and not process. Now, government must look for ways to connect people to process, and transform the way
government delivers services.
Agencies who choose this route are planning for and expecting
change. One example is smart processes applications, which allows
government to manage the flow of structured and unstructured data,
providing new insights to improve service delivery. Following the
Transformers path will guide you on how to become a transformative
agency. At each stopping point, you’ll see a best practice and can
also view case studies related to wise technology decisions. Your
journey to become a transformative agency starts today.
Choosing not to become an innovative agency and not exploring new
ways to do business is not an option for government. The path below
shows the dire consequences of failing to leverage emerging technology
and make smart investment decisions. The current model of government
is no longer sustainable, and a road that government simply cannot
afford to travel.
Dead End Ahead: Traditionalists
YOUR JOURNEY BEGINS: TRANSFORMERS VS TRADITIONALISTS
CURRENT STATE OF GOVERNMENT
The New Frontier: Transformers
Decreased Trust in Washington Growing Threat of Unplanned/Natural Disasters Rising Budgetary Concerns
Increasing Retirement Trends Changing Digital Communication Preferences
Think Big,
Start Small
TIP 4
Unify and Leverage
Existing Technology
TIP 5
Measure Success
and ROI
The Current Model
Leads to Loss, Error
and Duplication
Hours of coding to create one
new type of claim, in existing
claim system
Slow Processing
Leads to Poor
Service
High Risk for
Duplicative
Investments
Reported IT investments
government-wide in
2011
Projects Sampled
by GAO
Potentially
duplicative
investments
found
Billion dollars spent on
these (37) investments
in fiscal years 2007 -
2012
Billion dollars of projected
IT savings through
eliminating duplicative
investments over 3 years
97% 94%
37%
46%
3% 3% 3%2% 2%4% 4%7% 7%
16%
2011
2012
Percentage of internet users who access social media sites using:
Computers Mobile
Phone
Tablet Handheld
Music Player
Game
Console
Internet
Enabled TV
E-Reader
ONE WAY
7,200 810 37 $1.2 $2.5
22,000
HUMAN-CENTRIC ITHUMAN-CENTRIC IT
DEFININGDEFINING
SOURCES:
http://www.pewresearch.org/key-data-points/views-of-governm
ent-key-data-points/
http://www.gao.gov/special.pubs/longterm/state/
http://www.gao.gov/assets/660/650466.pdf
http://www.nielsen.com/us/en/reports/2012/state-of-the-media
-the-social-media-report-2012.html
http://www.gao.gov/assets/660/655134.pdf
http://www.fema.gov/disasters/grid/year
G
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WA Y
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DATA
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A human-centric IT model of governance is one that connects technology to
process and people. This is the way forward for government and is rapidly
changing the role of the public sector employee and leading to improved
services for citizens.
The emerging human-centric IT model is the next evolution for government
agencies. This model allows government to be more responsive and proactive
to citizen and operation needs. It all starts with smart investment decisions
and adopting technology that can support specialized business needs. Here are
7 elements of a human-centric IT model:
Delivers New Insights: new understanding of your business processes
and operations, tailored to meet your organization’s specific needs
Creates New Efficiencies: automated processes to remove errors and
eliminate time-consuming tasks
Improves Citizen Trust: deliver consistent customer service to clients in a
timely manner
Boosts Employee Morale: employees will have tasks automated, and can
focus on the most mission critical operations, leaving monotony to
technology
Facilitates Scalable IT: prepare for future needs by integrating systems
through a human-centric IT solution
Promotes Responsive Government: update processes or information only
once to replicate across communication channels (mobile, social, call
center) and holistically measure the effectiveness of your entire business
operations
Leverages Current Investments: the human-centric model leverages and
unifies current investments in new ways, to help connect existing tools to
people and process
E T A :
5
W E E K S
E T A :
5
Y E A R S
ROAD
CLOSED
DETOUR
AHEAD
P A Y T O L L
$ $ $
STOP
P A Y T O L L
( A G A I N )
$ $ $
50%
26%
0
1960 1970 1980 1990 2000 2010
current level of voter
trust in Federal
Government
11,000/day
0
6
12
Thousandsperday
2000 2010 2020 2029
7,600/day
Daily average of
people turning 65
in 2011
Daily average of
people turning 65
in 2029
Information and Technology Management
Supply Chain Management
Human Resource Management
Financial Management
Health
General Science and Innovation
Defense and National Security
Administrative Management
Planning and Budgeting
Environmental Management
All other functions
Number of IT Investments (dollars in billions)
1,536 ($35.5)
777 ($3.3)
622 ($2.4)
580 ($2.7)
444 ($5.0)
372 ($1.6)
358 ($9.3)
301 ($0.8)
292 ($0.7)
177 ($1.2)
1,789 ($16.2)
Number of Government IT Investments by Primary Function, as of July 2011
0
60%
120%
180%
1797 1847 1897 1947 1997 2047
Federal debt held by the public as a share of GDP
(1797 - 2012)
GAO projected federal debt as a share of GDP
Historic high (109% in 1946)
Spring 2013
(Human-centric IT makes for smarter technology investments)
FEMA Total Disaster Declarations by year
(including major disaster declarations, emergency declarations,
and fire management assistance declarations)
Historic high (242 in 2011)
420
40
80
120
160
200
240
1960 1970 1980 1990 2000 2010
YTD Disaster
Declarations (2013)
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USDA National
Resource
Conservation
Service
New South
Wales/Transport
Management
Centre
United States
Air Force
GSA
Challenge.gov
Initiative
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for more information
from real government
agency case studies!