The clock is ticking on guidance for agencies for the 21st Century Integrated Digital Experience Act (IDEA), signed into law in December 2018, which aims to improve the digital experience for government customers. The Office of Management and Budget (OMB) is months to years behind on deadlines the IDEA required.
- Jonathan Alboum, Federal Chief Technology Officer at ServiceNow, said he would like to see guidance from OMB for what to do with processes that were digitized during the pandemic.
- Alboum said agencies should take a strategic pause to consider whether processes put in place during the pandemic are sustainable and secure.
- Alboum said it is important to think about an end-to-end approach for using digitized data to serve the customer.