Ep. 17 Forms, Friction and Feds: How the Federal Government can Reduce Cost and Increase Flexibility by Improved Forms Management

Digital transformation in federal information technology includes improving the citizen experience. It seems like everything you need from the federal government needs a form. This is most obvious in areas related to health and taxes but has application across most federal sectors.

Improved citizen experience means forms completion reduces friction and gives federal agencies benefits like faster rendition, ease of scale, 24/7 service, and increased security.

This was obvious four years ago. In 2018, the U.S. Congress recognized that transitioning away from paper into a digitized form would reduce cost and increase citizen experience. That was the year they passed the Integrated Digital Experience Act that required agencies to make a transition from paper to digitized forms that were accessible on desktop computers and phones.