Leveraging Salesforce for a Better Government Experience

As a much-needed step to leverage technology to better serve American taxpayers, the U.S. General Service Administration (GSA) recently announced a Salesforce Implementation, Integration, and Support Services Blanket Purchase Agreement (BPA). Capgemini is among the awarded participants in the BPA.

This Salesforce agreement offers significant opportunities to government agencies. But first a bit of background. Federal agencies were created in a time much different from today. Government practices were paper-based, bureaucratic and time-consuming. For the better part of the 20th century this was no issue – and in accordance with the expectations of the American public.

Some 20 years ago things started to change. Private sector transactions, whether it was paying a bill, ordering a book or buying stock, began moving to the Internet. Smartphones accelerated the change; recent figures show that 60 percent of online shoppers used their mobile device as their preferred channel for holiday gift purchases – eclipsing PCs as an entry point for shopping.

Meanwhile, the government has not kept up with the public’s changing behaviors and preferences. Haley van Dyck, the U.S. Digital Service deputy administrator, recently stated that, “Government is regularly not delivering services to citizens that are raised in the Internet era and are raised expecting to have an Amazon-like experience for buying a book or a Kayak-like experience booking a plane ticket.”

She added: “When you shift to government and try to get student loans or get your Social Security check or a veteran trying to apply for benefits, it’s not the same experience. And what that creates is fundamentally a lack of trust.” 

The GSA sees Salesforce as a powerful tool to promote innovation in the federal government and to deliver a customer experience that citizens have come to expect. The BPA seeks to streamline Salesforce acquisitions for agencies.

Capgemini – one of the awardees of this BPA – acknowledges the power of customer centricity that Salesforce brings. Much like in the private sector, Salesforce enables government agencies to rapidly build, integrate, deploy, and update government “apps” that are needed or desired – all while being compliant with government-specific security requirements.

As a 2015 Partner Innovation Award winner in Financial Services and ranked as a ”Leader” by Forrester Research, Capgemini brings global and private sector Salesforce experience to the U.S. government. Leveraging Salesforce, the government will be able to deliver flexible solutions that fit in a modern world of rapidly changing technology and increased citizen expectations.

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