Contact the appropriate privacy or legal officer of the department or agency to determine whether a System of Records Notice (SORN), Privacy Impact Assessment, or other review should be conducted, Determine, in consultation with a records officer, what data is collected and why, how it is used or shared, how it is stored and secured, and how long it is kept, Determine, in consultation with a privacy specialist, whether and how users are notified about how personal information is collected and used, including whether a privacy policy is needed and where it should appear, and how users will be notified in the event of a security breach, Consider whether the user should be able to access, delete, or remove their information from the service, “Pre-certify” the hosting infrastructure used for the project using FedRAMP, Use deployment scripts to ensure configuration of production environment remains consistent and controllable. Our aim is to make services easier for … Digital Organizing. Digital transformation is the impact of digital on organizations. The Digital Services Advisory Group (see section 3 ) will recommend guidelines to help agencies set up an effective governance structure where it … These teams also typically have strong technical and publishing skills, but lack the ability (or, importantly, a mandate) to provide content leadership, design or usability services, and engagement with the constituents of the institution. The technology decisions we make need to enable development teams to work efficiently and enable services to scale easily and cost-effectively. The Canadian Digital Service teams up with federal departments and agencies to put people’s needs at the centre of government services. The Agency of Digital Services is the successor organization to the former Department of Information and Innovation (DII). While no two organizations look the same, there are typically four models we’ve seen in our consulting experience: informal, centralized, independent, and hybrid. Oct. 13, 2011. We need talented people working in government who have experience creating modern digital services. By Jason Mogus, Michael Silberman, & Christopher Roy Digital Workplace Services. Resources scale based on real-time user demand, Resources are available in multiple regions, Static assets are served through a content delivery network, Application is hosted on commodity hardware. Is your service hosted in multiple regions, availability zones, or data centers? What are the performance metrics defined in the contract (e.g., response time, system uptime, time period to address priority issues)? If it hasn’t shipped yet, when will it? How long does it take to build, test, and deploy a new feature into production? We are designers, product managers, engineers, and data scientists from industry and government who advance critical DoD initiatives. In this model, different business units continue to build their own capacity based on their specific needs, but all digital staffers are connected to and supported by a central and strong digital experience team that directs the whole system toward long-term strategic goals. How can someone from the public report a security issue? Where does this specific project fit into the larger way people currently obtain the service being offered? For some, the impact of digital may be focused narrowly, for example, on digital marketing. Is the language as plain and universal as possible? A critical capability is being able to automatically test and deploy the service so that new features can be added often and be put into production easily. What organizational changes have been made to ensure the product owner has sufficient authority over and support for the project? It takes time, but nailing the right structure and leadership for digital at your organization will likely have a much bigger impact on your overall performance than any other digital initiative you can undertake. body to be included in the VA Functional Organization Manual (FOM). It helps civil servants in governments across the world improve their procurement processes. What is your service’s monthly uptime target? Working together. ; Internal –The business operations, or the internal communications and decision making of the organization. What tool is used? What user needs will this service address? This model can create a competitive rather than collaborative culture, can end up duplicating resources, and—with no strong digital services group looking after the whole and how it all fits together for the audience—can contribute to the confusing user experiences (with subsequent low actions and conversions) found on most institutional websites. Part of the Executive Office of Technology Services and Security (EOTSS), our mission at Mass Digital is to help our partners use the best technology, design, and data to make every interaction with Massachusetts government simpler, faster, and more meaningful. What is the targeted average response time for your service? By building digital services that meet their needs, we can make the delivery of our policy and programs more effective. This model sees multiple centers of digital leadership established, with digital roles sprinkled throughout the institution. or continuing to otherwise browse this site, you agree to the use of cookies. While manual tests and quality assurance are still necessary, automated tests provide consistent and reliable protection against unintentional regressions, and make it possible for developers to confidently release frequent updates to the service. Additionally, the three principles underlying the truly digital organization include: Digital at the core. So what’s the best way to manage digital at your organization? Offer users a mechanism to report bugs and issues, and be responsive to these reports, Provide datasets to the public, in their entirety, through bulk downloads and APIs (application programming interfaces), Ensure that data from the service is explicitly in the public domain, and that rights are waived globally via an international public domain dedication, such as the “Creative Commons Zero” waiver, Catalog data in the agency’s enterprise data inventory and add any public datasets to the agency’s public data listing, Ensure that we maintain the rights to all data developed by third parties in a manner that is releasable and reusable at no cost to the public, Ensure that we maintain contractual rights to all custom software developed by third parties in a manner that is publishable and reusable at no cost, When appropriate, create a versioned API for third parties and internal users to interact with the service directly, When appropriate, publish source code of projects or components online, When appropriate, share your development process and progress publicly. How does the service perform when you exceed the expected target usage volume? We want to get working software into users’ hands as early as possible to give the design and development team opportunities to adjust based on user feedback about the service. Organizations need customer-focused processes designed through a human lens, powered by new digital tools and optimized by a hyper-connected and digitally acculturated workforce. The makeup and experience requirements of the team will vary depending on the scope of the project. They use automated performance tests which simulate surges in traffic to identify performance bottlenecks. Today, too many of our digital services projects do not work well, are delivered late, or are over budget. Digital workplace services are a combination of cutting-edge technology and best-in class support services that enable an organization’s workforce to work from anywhere, anytime in a secured environment. If a user needs help while using the service, how do they go about getting it? What is the demand or usage pattern for your service? How have you designed your service to scale based on demand? We created a playbook of 13 key “plays” drawn from successful practices from the private sector and government that, if followed together, will help government build effective digital services. We are designers, product … The Defense Digital Service (DDS) is a SWAT team of nerds established by the Secretary of Defense to provide the best in modern technology to bolster national defense. 22. How frequent are they? Digital.gov is a product of GSA’s Technology Transformation Services, and managed by the Office of Solutions. Using a government service shouldn’t be stressful, confusing, or daunting. What is the scope of the project? In particular, digital services teams should consider using open source, cloud-based, and commodity solutions across the technology stack, because of their widespread adoption and support by successful consumer and enterprise technology companies in the private sector. Create automated tests that verify all user-facing functionality, Create unit and integration tests to verify modules and components, Run tests automatically as part of the build process, Perform deployments automatically with deployment scripts, continuous delivery services, or similar techniques, Conduct load and performance tests at regular intervals, including before public launch. Christopher Roy is a senior strategist with Communicopia and the founder of Open Directions. Once you know where you stand, then you can aim to move away from the chaotic and unorganized informal model, or the rigid and often slow centralized model, and instead, move toward something more flexible and collaborative that’s suitable for our networked world. What is the volume of each of your service’s top 10 transactions? A proper Digital Strategy enables financial services organizations to overcome fast-changing industry challenges, such as: Ensuring the integration of new technology with existing systems Connecting agents across the globe and aligning their processes Digital processes, digital engagement, and digital … What is your service’s monthly uptime percentage, including scheduled maintenance? Our digital services are crippled when we host them in data centers that market themselves as “cloud hosting” but require us to manage and maintain hardware directly. What is your development stack and why did you choose it? response time, latency, throughput, and error rates), Ensure monitoring can measure median, 95th percentile, and 98th percentile performance, Create automated alerts based on this monitoring, Track concurrent users in real-time, and monitor user behaviors in the aggregate to determine how well the service meets user needs, Use an experimentation tool that supports multivariate testing in production. With user experience as our main focus, we serve state agencies in Georgia with the latest, industry-standard best practices. to its functioning and to our better understanding of user needs. Serving all 50 states by mail and locations in MA, NY, RI, NH, ME & CT. Let us preserve your memories. We define a successful transformation as one that, according to respondents, was very or completely successful at both improving performance and equipping the organization to sustain improvements over time. (2) Ad-Hoc Cross-Department Governance Bodies or Councils: Does the overall institution have a sense of purpose and direction with where digital is going? The needs of people — not constraints of government structures or silos — should inform technical and design decisions. ... For example, cable and phone operators are selling services … By closing this banner, scrolling this page, clicking a link As you progress from strategy to execution, it’s important … Is it versioned? Member(s) of the team have experience building popular, high-traffic digital services, Member(s) of the team have experience designing mobile and web applications, Member(s) of the team have experience using automated testing frameworks, Member(s) of the team have experience with modern development and operations (DevOps) techniques like continuous integration and continuous deployment, Member(s) of the team have experience securing digital services, A Federal contracting officer is on the internal team if a third party will be used for development work, A Federal budget officer is on the internal team or is a partner, The appropriate privacy, civil liberties, and/or legal advisor for the department or agency is a partner, Choose software frameworks that are commonly used by private-sector companies creating similar services, Whenever possible, ensure that software can be deployed on a variety of commodity hardware types, Ensure that each project has clear, understandable instructions for setting up a local development environment, and that team members can be quickly added or removed from projects. Whether the users are members of the public or government employees, policy makers must include real people in their design process from the beginning. This organized but distributed leadership is known as the hybrid model. Our choices for hosting infrastructure, databases, software frameworks, programming languages and the rest of the technology stack should seek to avoid vendor lock-in and match what successful modern consumer and enterprise software companies would choose today. Could the data be used in ways an average user wouldn’t expect? How do you measure customer satisfaction? It’s actually unclear whether this model can actually exist if the rest of the institution is highly silo-ized, politicized, and competitive. Organizations often are discussing digital without identifying which specific digital technologies or platforms are affecting their businesses and industries — and how. Nicotra Digital Services LLC is a Virginia Domestic Limited-Liability Company filed on November 2, 2005. How long did it take to ship the MVP? The Registered Agent on file for this company is Chris Nicotra and is located at 21108 Carthagena Ct, Ashburn, VA 20147. What are digital workplace services? Surprisingly, there are still institutions stuck in this pre-digital leadership stage. Transformational leadership. This includes measuring how well a system performs and how people are interacting with it in real-time. Serving all 50 states by mail and locations in MA, NY, RI, NH, ME & CT. Let us preserve your memories. The most progressive organizations are learning to be like the web—they distribute digital staff across key departments, with a core group of experts that lead key initiatives, set up frameworks, and connect the dots while supporting others to lead. Digital photo organizing service in the US. Working together. It’s our job to build services that are simple and intuitive enough that users succeed the first time, unaided. This includes bringing in seasoned product managers, engineers, and designers. What data redundancy do you have built into the system, and what would be the impact of a catastrophic data loss? Does it degrade gracefully or catastrophically? Where can future team members access the documentation? Do internal departments feel well served? The organization supports and encourages digital marketing professionals to uphold industry standards. Excluding scheduled maintenance? We need to continually test the products we build with real people to keep us honest about what is important. The right structure and leadership for digital at your organization will impact your performance more than any other digital initiative. How are bugs tracked and tickets issued? According to Gartner, 40% of organizations claimed they received considerable cost savings from using digital marketing methods to promote their products and services. The Defense Digital Service (DDS) is a SWAT team of nerds established by the Secretary of Defense to provide the best in modern technology to bolster national defense. Informal is typically a legacy of how the Internet grew up organically in institutions: Program funding drives needs, and digital work is loosely and randomly dispersed across various functions and departments. Ship a functioning “minimum viable product” (MVP) that solves a core user need as soon as possible, no longer than three months from the beginning of the project, using a “beta” or “test” period if needed, Run usability tests frequently to see how well the service works and identify improvements that should be made, Ensure the individuals building the service communicate closely using techniques such as launch meetings, strategy rooms, daily standups, and team chat tools, Keep delivery teams small and focused; limit organizational layers that separate these teams from the business owners, Release features and improvements multiple times each month, Create a prioritized list of features and bugs, also known as the “feature backlog” and “bug backlog”, Give the entire project team access to the issue tracker and version control system. What languages is your service offered in? We collaborate with people who work in government to address service delivery problems. What percentage of the code base is covered by automated tests? Follow Michael on twitter: @silbatron. Business Organizing. Our teams and agency leadership should carefully watch these metrics to find issues and identify which bug fixes and improvements should be prioritized. Additionally, the three principles underlying the truly digital organization include: Digital at the core. The Company started its activities by launching a project for installation of mobile entertainment programs for the subscribers of Azercell mobile operator in Azerbaijan. Digital processes, digital engagement, and digital strategy pervade every aspect of their operations. However your institution manages digital today, the best way to improve it is to first bring more awareness to how you currently manage digital. Which system monitoring tools are in place? Find out by asking some tough questions: How well do your digital channels (web, email, social media, mobile) perform against your peers? In our 2016 survey, the rate of success was 20 percent; in 2014, 26 percent; a… To improve our chances of success when contracting out development work, we need to work with experienced budgeting and contracting officers. Following the introduction of the Web, for example, the term was sometimes used to refer to business activities or new business models that … Michael Silberman is the global director of Digital Innovation at Greenpeace, where he leads a lab that envisions, tests, and rolls out creative new means of engaging and mobilizing supporters in 42 countries. Digitization transforms organizations on three levels: External – The customer experience, or the external communications of the organization. For some, the impact of digital may be focused narrowly, for example, on digital marketing. The sustained engagement of a privacy specialist helps ensure that personal data is properly managed. How many simultaneous users could the system handle, according to the most recent capacity test? We must begin digital projects by exploring and pinpointing the needs of the people who will use the service, and the ways the service will fit into their lives. Does it collect more information than necessary? How are you paying for your hosting infrastructure (e.g., by the minute, hourly, daily, monthly, fixed)? With this model, the culture of the central digital team is practicing what we’ll call “open leadership”: service oriented, highly collaborative, hyper-connected listeners, who also have the technical and content expertise to be high-value strategists. The benefits are consistent messaging and branding, common tools, and, importantly, clear ownership and easy reporting lines. The United States Digital Service is transforming how the federal government works for the American people. All stakeholders agree that the product owner has the authority to assign tasks and make decisions about features and technical implementation details, The product owner has a product management background with technical experience to assess alternatives and weigh tradeoffs, The product owner has a work plan that includes budget estimates and identifies funding sources, The product owner has a strong relationship with the contracting officer. Learn more As part of GSA’s Technology Transformation Services (TTS), we apply modern methodologies and technologies to improve the public’s experience with government. Can you innovate fast enough? In the event of a catastrophic disaster to a datacenter, how long will it take to have the service operational? What are the different ways (both online and offline) that people currently accomplish the task the digital service is designed to help with? Which deployment automation or continuous integration tools are used? How long does it take for a new team member to start contributing? And we need you. Digital government services (also called e-government) are defined as service delivery within government — as well as between government and the public — using information and communication technologies. Understand the different points at which people will interact with the service – both online and in person, Identify pain points in the current way users interact with the service, and prioritize these according to user needs, Design the digital parts of the service so that they are integrated with the offline touch points people use to interact with the service, Develop metrics that will measure how well the service is meeting user needs at each step of the service. Budget includes research, discovery, and prototyping activities, Contract is structured to request frequent deliverables, not multi-month milestones, Contract is structured to hold vendors accountable to deliverables, Contract gives the government delivery team enough flexibility to adjust feature prioritization and delivery schedule as the project evolves, Contract ensures open source solutions are evaluated when technology choices are made, Contract specifies that software and data generated by third parties remains under our control, and can be reused and released to the public as appropriate and in accordance with the law, Contract allows us to use tools, services, and hosting from vendors with a variety of pricing models, including fixed fees and variable models like “pay-for-what-you-use” services, Contract specifies a warranty period where defects uncovered by the public are addressed by the vendor at no additional cost to the government, Contract includes a transition of services period and transition-out plan. 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