Perspective: Digital Transformation Enables a New Government Business
This IDC Government Insights Perspective is based on an interview with David J. Nelson, chief information officer and director, Office of Enterprise Information, the Department of Health and Human Services (HHS). HHS is in the midst of the third open enrollment period of the Affordable Care Act (ACA). This Perspective provides a look at the leadership, talent, and operational efficiencies that HHS undertook to enable millions of enrollments online, enabled by cloud.IDC defines digital transformation as a new approach in creating, selling, delivering, or consuming products or services with increased agility, flexibility, and scalability. Digital approaches are characterized by the use of at least one, but most often more than one, of the 3rd Platform–enabling technologies: cloud services, Big Data and analytics, mobility, or social technologies. In addition, digital transformation typically involves a relative increase in the speed with which products, services, or information can be created or consumed. Some government entities are engaging their organizations in digital business transformation, employing digital technologies coupled with organizational, operational, and business model innovation to create new ways of operating and delivering services and information. To succeed in digital transformation, agencies are addressing five key areas or disciplines:LeadershipOmni-experience (multichannel)Work source (talent)Operating mode Information Organizations associated with digital transformation emphasize that it all pivots on changing the customer experience, and HHS succeeded as evidenced by the 100,000 applicants enrolled on the first day of the 2015 open enrollment period versus the 6 applications completed successfully on the first day of enrollment in 2013.