Providing quality customer service in meeting the needs of the public is a high priority for government agencies. While technology opens doors to new and more efficient ways to complete tasks, it isn’t a one-size-fits-all scenario.
Accommodating Multiple Levels of Adoption
There are varying levels of adoption when it comes to using technology in public services. Generationally, older demographics have had to painstakingly adapt to the rapidly evolving technology trends, learning new processes and changing their routines along the way. Rural communities, multilingual groups, and people with disabilities may face barriers that call for alternative options. Younger generations know no other way except technology-based processes. Therefore, government agencies have needed to strike a balance between the early technology adopters, those who want to approach technology in baby steps, and those who prefer familiar routines and dealing only with humans and paper.
For example, a recent survey revealed that 51% prefer an efficient experience over human interaction. However, when it comes to healthcare, 77% of consumers prefer human representatives over automated support, even if it means longer wait times. One strategy government agencies are pursuing is taking a hybrid approach by employing technologies to enhance efficiency and convenience without sacrificing human interaction. This method aims to accommodate the diverse consensus regarding technology and human interaction.
Federal Accessibility and Usability Mandates
Federal and local government agencies manage millions of services involving highly sensitive data, so modernization hasn’t been easy. Still, agencies are working hard to not only bring services into the digital age but make them easier for citizens to use. Some of the recent or updated services include:
IRS-piloted tools and resources to help people before, during, and after filing their federal tax returns.
The VA expanded telehealth to reach millions of veterans, particularly improving access for those in rural areas who don’t have easy access to services.
In 2023, the Department of Food and Nutrition Service (FNS) amended the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) to incorporate the Access to Baby Formula Act of 2022.
In the vein of making systems and programs more user-friendly, the federal government has actually introduced several rules to make digital services more efficient and easier to use. For example:
21st Century IDEA Act (signed into law in 2018). Requires government websites to be mobile-friendly, highly secure, and accessible to everyone. In 2023, the Office of Management and Budget (OMB) issued guidance on best practices for government agencies to design and deliver websites.
Section 508. Features laws, policies, and other regulations requiring federal agencies ensure employees and members of the public with disabilities have access to information comparable to the access available to others. It requires digital tools, websites, and documents to be easily navigated by people of all abilities.
Data.gov. The U.S. government’s open data platform, which makes government data accessible and easy to use.
Login.gov. The public’s one account for the government, which simplifies access to multiple services with one secure account.
Government Adopts Cloud Technology
A 2025 report produced by Forrester highlights how government organizations continue to adopt cloud technology, recognizing the potential to optimize service delivery.
The key findings of the report reveal a steady upward trajectory in cloud adoption across government agencies. In a nutshell…
80% of cloud decision-makers at government organizations use hybrid cloud, while 71% use multiple public clouds.
27% of cloud decision-makers cited migrating existing workloads as their most likely initiative for the next 12 months.
34% insist that improving security is still one of the most important factors in government decisions to adopt public cloud.
29% of cloud decision-makers in government organizations indicated that the digital transformation of core applications is among their top initiatives.
55% of government cloud decision-makers indicated that their organization has adopted distributed cloud-native databases in their stacks, which is a sign of broader adoption across the cloud-native ecosystem.
Advances in Federal Security and Compliance Requirements
Data is highly sensitive, so strict security standards are vital to government digital transformation and adoption of cloud technology. The U.S. established the Federal Risk and Authorization Management Program (FedRAMP) to standardize its approach to cloud security and ensure cloud services meet federal security levels. This is a critical program for government organizations to ensure their cloud services meet federal security standards.
The Federal Information Security Management Act (FISMA) requires federal agencies, state agencies that manage programs sponsored by federal agencies, and private companies that partner with government agencies to protect government information, operations, and assets from security threats.
A 2025 Inspector General report highlights the recent changes to FISMA, with objectives to continue strengthening cybersecurity. The programs in place to achieve the objectives include:
National Institute of Standards and Technology (NIST). The NIST Cybersecurity Framework (CSF) 2.0 provides guidance to industry, government agencies, and other organizations on managing cybersecurity risks and incorporating cybersecurity into an organization’s broader enterprise risk management strategy.
Zero Trust maturity model. A policy that government agencies should never assume anyone or any device is safe—they must verify everything and only give access to what’s needed.The goal is to prevent unauthorized access to data and services and make access control enforcement as granular as possible.
Executive Order 14028. A government policy that makes prevention, detection, assessment, and remediation of cyber incidents a top priority and essential to national and economic security.
Cybersecurity Across the Globe
Cybersecurity threats don’t stop at the border. Given that we’re in a global society, international governments recognize the criticality of cybersecurity and are engaging in all-hands efforts to ramp up their digital transformation and security measures.
In the United Kingdom, the ink is still wet on the 2026 Government Cyber Action Plan, which defines how the government will secure public services to make them more trustworthy and resilient.
The UK has strict security and data protection rules for its digital government services. The Data Protection Act 2018 and the EU’s GDPR contain strict rules for how personal data must be handled, along with serious consequences for misuse. Cyber Essentials certifications require agencies to maintain cybersecurity standards, such as firewalls, secure configurations, malware protection, and patching.
On June 6, 2025, the Council of the European Union (EU) adopted a revised Cybersecurity Blueprint through Council Recommendation COM(2025) 66 final (Annexes). This updated framework, known as the EU’s Cybersecurity Blueprint, outlines how the EU, its Member States, and designated coordination bodies will prepare for and jointly manage large-scale cyber incidents, introducing a harmonized operational architecture, built around five crisis stages:
Detection
Analysis
Escalation
Response
Recovery
Other initiatives include the NIS2 Directive, which strengthens cybersecurity across industries, ensuring all organizations follow the same standards. The Cyber Resilience Act requires tech products to be built with strong security that’s maintained by manufacturers over time.
Globally Coordinated Cybersecurity Posture
Recognizing that cybersecurity risks are complex and geographically dispersed, the Cybersecurity & Infrastructure Security Agency (CISA) is endeavoring to align its global cybersecurity efforts with those of various nations with its FY2025-2026 International Cybersecurity Strategic Plan. The plan comprises three goals:
Bolster the resilience of foreign infrastructure.
Strengthen integrated cyber defense.
Unify agency coordination of international activities.
In essence, the strategic plan engenders long-term commitment to strengthen international partnerships by sharing expertise, technical resources, and best practices to collectively fortify cyber resilience to address emerging threats in an interconnected world.
The OMB released a memo highlighting how digital transformation is the cornerstone of a strong cybersecurity posture. In the report, the agency prioritized modernizing systems in order to leverage government-managed cybersecurity shared services and fill security gaps. This includes updating Zero Trust implementation, establishing cybersecurity measures that are agile enough to meet changing threats, and strengthening collaboration by automating the exchange of data and information.
