Government modernization has long been defined by technology, upgrading systems, moving to the cloud, and automating workflows. But the most successful transformations share a different focus: people experience.
Modernization isn’t truly effective until it improves the experience for both citizens who rely on government services and employees who deliver them. When agencies design with both in mind, technology becomes an enabler of trust, efficiency, and lasting impact.
Citizen Experience: The Public Face of Trust
Every digital interaction shapes how citizens perceive their government. Whether renewing a license, filing a claim, or requesting information, people expect experiences that are intuitive, fast, and transparent.
When systems are disconnected, forms are redundant, or response times lag, frustration grows, and public trust suffers. In contrast, agencies that prioritize user-centered design and connected digital workflows demonstrate responsiveness and accountability.
By streamlining requests, integrating data across departments, and using automation to eliminate manual steps, these agencies aren’t just improving usability, they’re proving that government can move at the speed of its citizens.
Employee Experience: The Driver of Public Satisfaction
Behind every great citizen experience is an empowered public servant. Yet too often, employees are constrained by legacy systems and inefficient processes that make even simple tasks time-consuming.
When employees can’t find the information they need, submit a request efficiently, or collaborate across programs, it slows down service delivery for everyone. Improving employee experience—the daily interaction between people and their tools—has become one of the strongest levers for modernization.
FedTec is currently supporting a ServiceNow deployment, integrating human-centered design to help employees resolve issues faster and more intuitively. Through this modernization effort, the agency is building an experience-first approach that empowers its workforce and strengthens service delivery outcomes.
Similarly, in a recent federal deployment, FedTec helped implement an Employee Center portal with chatbot capabilities integrated into Microsoft Teams. This initiative reduced calls to the service desk by more than 50%, while automated workflows improved ticket resolution times by over 40%. These measurable results illustrate how improving the employee experience directly enhances public service delivery.
Experience as the Core of Modernization
Modernization isn’t just about keeping up with technology, it’s about building systems that evolve with the mission and improve experiences on both sides of the screen. When agencies treat experience as infrastructure, they unlock new levels of efficiency, transparency, and satisfaction.
FedTec’s work supporting agencies and organizations has shown how modernization built around people can achieve measurable results. By reimagining onboarding, asset management, and service delivery through a unified, intelligent platform, these agencies have accelerated response times, reduced costs, and strengthened trust among both employees and citizens.
Download the White Paper
Modernization is more than a technology upgrade, it’s a people upgrade.
Download the White Paper: Modernizing Government IT with ServiceNow to learn how agencies are improving both citizen and employee experiences through smarter, data-driven modernization.