DISA wants to use cutting edge technology to streamline customer experience

With a glance in the direction of greatest practices within the non-public sector, the Protection Data Methods Company desires to enhance buyer expertise and discover methods to measure their success to be able to quantify their enchancment.

“We’ve gone out to our clients, we’ve acquired working teams, the place we usher in these which might be interacting with DISA in numerous ranges. So whereas they had been doing it individually earlier than. For instance, to get a circuit, you undergo a distinct course of for a cell machine, you undergo one other course of. And so all of these teams to construct working teams, in order that approach we are able to get the enter from these person bases and the completely different processes that we’ve got on the market,” Caroline Bean, director of DISA’s Enterprise Service Directorate mentioned on Federal Monthly Insights – Customer Experience.

DISA offers the Division of Protection and authorities with IT and communications assist. That features cloud, software program and cybersecurity assist amongst different communications instruments.

The directorate put out a request for proposal of their efforts to try to streamline DISA’s buyer expertise by making a single level of entry that clients will be capable of use to position orders, verify on fulfillments or ask questions.

Bean mentioned what they hope to get in a proposal could be methods to automate their methods to supply extra data, and get it to their clients quicker. Managing ever growing quantities of knowledge additionally needs to be factored in. She mentioned non-public sector methods will seemingly be the important thing to a greater buyer expertise.

“It’s actually making an attempt to herald not simply the ordering a part of it, which is separate from the operational side of issues. Nevertheless it’s form of bringing the 2 of them collectively. In order that approach I can tie it within the again finish. I can know who my clients are. So if one thing does go down, I’m not studying it from my clients. I’m not studying it from the mission companions,” Bean mentioned in an interview with Federal Information Community’s Jason Miller.

Measuring the success of enchancment can tackle a number of kinds, in response to Bean. The directorate will use conventional strategies similar to surveys and buyer suggestions, however Bean additionally desires to place extra superior methods like robotics course of automation in place to repeatedly monitor the shopper expertise.

“The way in which that I work together with the product, for instance, as I’m ordering, or as I’m ordering, and what I’m clicking on inside, what number of jumps do I take, clicks do I take, to get to the place I lastly land. These forms of issues, these behaviors of what a person does, and the way it interacts with the system that it’s interacting with. That’s one thing that may be captured analytics, and even utilizing issues like AI [artificial intelligence] or some course of or machine studying,” Bean mentioned.

As DISA upgrades its methods and seeks a extra constructive buyer expertise, safety additionally performs a task. Bean mentioned as they improve from legacy methods, new know-how ought to deliver safety enhancements with it as a part of the package deal.

“I’m doing numerous modernization, that’s really an enormous theme within the directorate, the previous 12 months now. And as we’re beginning to modernize it, we’re placing person expertise and cybersecurity on the forefront. And generally these may be at odds towards one another. However I believe it’s tremendous essential to have the ability to do each of these issues. After which trade, after all, helps us get there with releasing merchandise that have already got the safety features embedded and built-in as a substitute of bulk making an attempt to bolt it on later,” she mentioned.