Customer Centricity at ATF 11Jun2014

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The document discusses customer centricity at the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF). It notes that ATF has a diversity of internal and external customers with evolving expectations around mobility, cloud services, and accessibility. It outlines ATF's efforts to meet these expectations through mobility applications, cloud-based email and collaboration, refreshing user devices, externally facing services, and a next-generation case management system. It also provides some lessons learned around customer engagement, finding champions, communication during change, and adopting versus building new systems.

Präsentationen & Vorträge Technologie News & Politik

Office of Science and Technology
“Customer Centricity” at ATF:
A Case Study
FCW Federal Summit
June 11, 2014
Rick Holgate
Assistant Director for Science & Technology / CIO
Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)
President, American Council for Technology (ACT)
@rickholgate

Office of Science and Technology
A Diversity of Customers
Internal
• Special agents
• Industry Operations
Investigators (regulators)
• Technical specialists
• Professional staff
External
• Law enforcement
partners
– eTrace, BATS
• Regulated industries and
parties
– eForms
• Technical communities
• Interest groups
• Open data
11 June 2014 innovative applications of science and technology 2

Office of Science and Technology
Evolving Expectations
• Information anytime, anywhere
• “Web 2.0-like” functionality, scale, and agility
• Accessibility and transparency
• Changing boundaries of “the enterprise”
• Generational changes...and convergence
11 June 2014 innovative applications of science and technology 3

Office of Science and Technology
Our Efforts
• Mobility
– Devices, applications
• Cloud-based email/collaboration
• User device tech refresh
• Externally facing services
• Next-generation case management
11 June 2014 innovative applications of science and technology 4

Office of Science and Technology
Some Lessons
• Customer engagement...
• ...With the right customer(s)
• Finding champions & visionaries
• Myth busting and communication (change is
hard)
• Adopting vs. building
• Simplifying, streamlining, opening up
11 June 2014 innovative applications of science and technology 5

Office of Science and Technology
Thoughts, Comments,
Questions?
Rick Holgate
Assistant Director for Science & Technology / CIO
Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)
President, American Council for Technology (ACT)
@rickholgate
11 June 2014 innovative applications of science and technology 6

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Customer Centricity at ATF 11Jun2014

1. Office of Science and Technology “Customer Centricity” at ATF: A Case Study FCW Federal Summit June 11, 2014 Rick Holgate Assistant Director for Science & Technology / CIO Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) President, American Council for Technology (ACT) @rickholgate

2. Office of Science and Technology A Diversity of Customers Internal • Special agents • Industry Operations Investigators (regulators) • Technical specialists • Professional staff External • Law enforcement partners – eTrace, BATS • Regulated industries and parties – eForms • Technical communities • Interest groups • Open data 11 June 2014 innovative applications of science and technology 2

3. Office of Science and Technology Evolving Expectations • Information anytime, anywhere • “Web 2.0-like” functionality, scale, and agility • Accessibility and transparency • Changing boundaries of “the enterprise” • Generational changes...and convergence 11 June 2014 innovative applications of science and technology 3

4. Office of Science and Technology Our Efforts • Mobility – Devices, applications • Cloud-based email/collaboration • User device tech refresh • Externally facing services • Next-generation case management 11 June 2014 innovative applications of science and technology 4

5. Office of Science and Technology Some Lessons • Customer engagement... • ...With the right customer(s) • Finding champions & visionaries • Myth busting and communication (change is hard) • Adopting vs. building • Simplifying, streamlining, opening up 11 June 2014 innovative applications of science and technology 5

6. Office of Science and Technology Thoughts, Comments, Questions? Rick Holgate Assistant Director for Science & Technology / CIO Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) President, American Council for Technology (ACT) @rickholgate 11 June 2014 innovative applications of science and technology 6

Customer Centricity at ATF 11Jun2014

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