New Report Highlights Value for Governments in Modernizing IT to Improve Public Sector Resilience

Report Highlights Value for Governments in Modernizing IT to Improve Public Sector Resilience

WASHINGTON – June 11, 2020 – During the COVID-19 pandemic, millions of public sector workers rapidly shifted to remote work and even more citizens turned to their devices to access government services. The ability to make those moves highlights the new, central role software plays in the public sector, enabling governments to quickly share much-needed information, shift paper-based services to digital tools, and ensure the security of vital public data and sensitive networks.

To underscore the benefits of digital solutions and inform governments of the power enabled by modern IT infrastructure, the BSA Foundation has released a new report, “The Case for Modernizing IT Now.” The paper outlines how software helped governments respond to and recover from the coronavirus, and it offers examples of software solutions that can help governments transform their operations and better serve their constituents.

“Software played a key role in America’s response to and recovery from the COVID-19 pandemic,” said Victoria Espinel, President of the BSA Foundation. “This is an important opportunity for federal, state, and local governments to better fulfill their mission and serve their constituents by making immediate and lasting improvements to IT infrastructure. User-friendly, modern technology systems are a great way to foster communication and provide key public services. We must take steps now to ensure that public sector employees at every level can access the tools of the digital age to serve citizens by urging governments to make smart investments in technology.”

Improved IT infrastructure and technological adjustments open up a world of possibilities for the public sector– but it can be difficult to know which updates to prioritize. To address this uncertainty,’s new report highlights six key areas where governments can enhance efficiency, increase security, and better meet citizens’ needs.

  1. Support and expand remote workforce collaboration: Virtual collaboration tools make remote work from anywhere possible and allow organizations to maintain internal and external business continuity.
  2. Improve the security of telework technology: To protect public workers and government data from cybersecurity threats, agencies must test for stability and security in a variety of operating environments and offer reliable, scalable tools that provide consistent service.
  3. Enhance digital services and offerings: Agencies should create alternative digital channels such as chatbots to remain engaged with citizens during times of crisis.
  4. Invest in digital service delivery tools: Improving user-centered design, prioritizing customer service features, and investing in digital, mobile response forms and electronic signatures will help agencies improve citizen services.
  5. Modernize citizen support operations: Organizations must work to address bottlenecks in traditional communications channels such as phone or email support. Intuitive artificial intelligence, AI-enabled moderation of online channels, and other communications channels can be used to ensure agents can quickly offer access to information.
  6. Plan and prepare for future disruptions: Technology leaders can prepare for the expected second wave of COVID-19 by planning for potential new risks and considering how technology can help operations run in new ways. Cloud storage, human capital management solutions, database management, and supply chain management software can help organizations prepare for future crises.

To read the full report, visit