Leveraging Technology in the COVID-19 Pandemic

Published by Judy Melson

Highlands Consulting helps government clients manage digital transformation. There’s an image floating around LinkedIn and Twitter asking people “Who led the digital transformation of your company? 1. CEO; 2. CTO; or 3. COVID-19?” Many of us might circle answer #3.

Change was hard before the pandemic, so how are government agencies responding to this unprecedented disruption with a little help from technology?

  1. Create a sense of urgency and desire: Some of our clients have implemented swift technological changes, such as allowing electronic signatures to avoid physical contact. Suddenly, resistance to new technology has been replaced with a desire to change as fast as possible.
  2. Continue to leverage existing software: Many of our clients already use robust software, such as the Pega PlatformTM, to automate their essential business processes. Whether they are just kicking off the project or are mid-project, many software tools were originally built for project teams to collaborate remotely.
  3. Find a broader use for existing technology: One great example is how Pega quickly developed and launched a free application to help clients respond to the pandemic: the COVID-19 Employee Safety and Business Continuity Tracker allows clients to use and/or modify it based on their unique needs.
  4. Dive in: The shift to a remote workforce was sudden. We have helped our government clients quickly implement Daily Standup Meetings and adapt to tools such as Microsoft Teams, Cisco WebEx, and Zoom. With hardly any disruption to business operations, State staff are able to safely shelter-in-place while continuing their important work.

Adding new technology into our business fundamentally changes processes, culture, and customer experiences. Helping our clients meet these challenges has been a positive experience, even amidst crisis.