My career has been rooted in public service, starting with six years as an US Air Force logistics officer. Today, as the Senior Director, Public Sector at Nexthink, I support federal, state, and local government customers in navigating digital challenges. One issue is particularly persistent across all levels of the public sector: a poor Digital Employee Experience (DEX). Let me share an example from my Air Force days that underscores why DEX matters so much.
One of my most challenging assignments was serving as the detachment commander for an expeditionary aerial port - a sort of UPS hub for combat logistics—our team depended on a mission-critical application to track aircraft schedules and cargo load plans. These flights and the cargo they transported supported the combat operations of over 40,000 Soldiers and Marines. Unfortunately, due to network misconfigurations, the system failed. Worse, the regional IT team that was supporting us didn’t even know it was broken, and we couldn’t effectively explain why it didn’t work. In the end, our "solution" was to have the daily flight schedule emailed to us. As a flight’s scheduled arrival time would approach, a member of our team would walk out to the airfield and scan the airspace, hoping to confirm that a plane was arriving as expected! That workaround might sound absurd, but it illustrates a broader issue: public sector organizations often lack visibility into IT systems and suffer the consequences.
The Public Sector’s Legacy of Poor DEX
Historically, government organizations could afford to overlook DEX because services were predominantly delivered in person. If the digital process to renew a driver’s license didn’t work, for instance, the fallback was simple: ask the citizen to show up at the office. But the pandemic changed everything. The expectation for seamless digital experiences isn’t just about convenience anymore—it’s critical for both citizens and employees.
Public sector organizations are beginning to see technology not just as a tool for efficiency but as a way to enhance employee satisfaction and engagement. After all, happy employees make for better citizen interactions.
Bridging the Gap: Legacy Systems and the New Mandates
Unlike the private sector, which is often more nimble adopting innovative technologies, the public sector faces unique hurdles, including budget pressures and the need to maintain many legacy systems. These challenges stem from the government’s acquisition processes, which are designed to ensure fairness but often slow down the adoption of modern technologies. Despite these hurdles, the shift to embrace DEX is underway, driven by several factors:
1. Digital Transformation and IT Spend: Governments are investing heavily in digital initiatives but need help ensuring proper implementation and adoption.
2. Zero-Trust Networking: Mandates for zero-trust architectures are reshaping federal IT networks. While essential for security, these changes often introduce challenges that affect employee experiences.
3. The Changing Workforce: As seasoned IT professionals retire, a new generation of tech-savvy workers are entering the public sector. They expect their tools to work as seamlessly as consumer apps like Gmail, and meeting this expectation is vital for recruitment and retention.
4. Breaking Down Silos: IT in the public sector is often fragmented, with multiple service providers and political wrangling over issues. Data-driven insights can break through these silos, fostering collaboration and enabling effective change management.
A Mission-Critical Imperative
DEX is no longer a luxury; it’s mission-critical. Whether ensuring a cargo sortie lands as scheduled or enabling employees to deliver essential public services, the stakes couldn’t be higher. By investing in DEX, the public sector has a unique opportunity to modernize, foster better employee and citizen experiences, and operate more efficiently.
From my perspective, the path forward is clear for any public agency or organization: make DEX a priority. It’s not just about keeping systems running—it's about empowering people to succeed in their missions, no matter the challenges.