Errors were reduced, and the agency anticipated an increase in employee engagement. Automation also enabled the IRS to update contract language in three days, versus a year if done manually. For example, the IRS automated the ability to create reports on contractor compliance, saving officers the time previously spent plugging DUNS numbers into multiple databases. One thing we see again and again with public sector organizations is that simplifying, digitizing, and automating incrementally can produce not just efficiency gains, but experience gains. On the back end, legacy and homegrown technology systems can be difficult to update and adapt to changing needs, staffing shortages persist, and budget priorities shift, making it a challenge to implement change. Steps like these make it difficult to deliver a best-in-class customer experience (CX) to internal and external stakeholders and impact the employee experience (EX) as well. Modernization has come at an uneven pace, with some agencies still relying on time-consuming paper-based and manual processes, or hybrid processes which may make it easier to access forms online but still require printing, signing, and delivering a physical document to a specified location, then scanning and filing the completed documents physically as well as digitally. However, getting there isn’t always easy. Procurement teams gain more time to do high-value work, agency colleagues can acquire the resources they need and focus on executing their projects, and vendors are able to navigate proposal and contract processes more easily. When it comes to government procurement, everyone involved benefits from streamlined workflows. Drive agency CX/EX with modern procurement processes
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