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3D isometric illustration of an automated software pipeline running from requirements to deployment, the kind of workflow the GSA EOA playbook addresses

8 takeaways from the new EOA playbook by the GSA

The new GSA EOA Playbook emphasizes process mapping, quick wins, and change management while reminding agencies that technology should enable redesigned workflows rather than simply automate existing ones by Intelliworx To achieve dramatic improvement in quality, service, and speed – and at a lower cost – leaders must focus on process improvement first. That was the thesis of a landmark book titled “Reengineering the Corporation” by management gurus Michael Hammer and James Champy. Published in 1993, it was required reading for business leaders seeking to take advantage of the promising opportunity offered by the then nascent industry of information technology. Where many leaders at that time were seeking to automate existing workflows, Hammer and Champy argued technology ought to be an enabler of entirely new processes. We were reminded of that idea in reading through the new Federal EOA Playbook Summary: Federal Process Improvement through Elimination, Optimization, & Automation. The […]

Travelers wait in a roped queue at an airport check-in area, the kind of friction government CX projects aim to reduce

Improving the experience: 5 examples of government CX projects in progress

A Federal News Network webinar highlights active CX efforts: CBP traveler tools for major events, VA multi-channel listening, IRS digital-first options with human support, and callback technology that reduces abandonment. by Intelliworx Improving customer experience (CX) as the government modernizes its IT infrastructure brings somewhat obvious external benefits. For external stakeholders, as is the case with the examples below, CX enhancements remove the friction that leads to frustration. Yet there are also internal benefits to be gleaned. It streamlines processes, drives efficiencies, yields cost savings, and delivers a better employee experience (EX). This has an overall benefit for agencies, too. It’s especially true for those responsible for collecting revenue. As Martha Dorris, who spent 30-plus years championing CX for the GSA once told us, a streamlined tax filing process means the government gets paid faster. A recent webinar by the Federal Executive Forum, which is produced by the Federal News […]

Glowing U.S. Capitol dome on an isometric circuit-board cityscape, representing federal IT modernization

The various approaches, milestones and phases of federal IT modernization projects

Survey by the EY Center for Government Modernization finds 48% of federal decision makers say IT modernization projects take a year-plus to move from pilot to production by Intelliworx It can take a federal agency a year or longer to take an IT modernization project from the pilot phase to production, according to 48% of federal decision makers polled by EY. That’s not a surprise given the size, complexity and critical nature of the government’s IT infrastructure. The consulting firm polled 131 federal decision makers about modernization and AI for its 2026 EY Federal Trends Report. We’ve previously covered some of the findings about the state of AI implementation in the federal government and the shortage of tech talent. In this third and final post stemming from this survey, we are looking at the findings focused on modernization. Stay in touch by subscribing to our email newsletter. We will […]

Digital candidate files flow from a recruitment archive toward rows of vacant desks, illustrating the government tech talent shortage and hiring gap

Tech talent shortage is the government’s “most significant modernization barrier”

Close to half (44%) of federal decision makers surveyed by EY cite “workforce skill gaps” as the top challenge to modernizing the federal IT infrastructure by Intelliworx “One of the most critical bottlenecks to federal goals for modernization, efficiency and scaling AI is not a technological gap but a human capital gap.” That’s according to the 2026 EY Federal Trends Report, based on a survey of 131 federal decision makers. When asked about the top barriers to modernizing government technology, respondents identified the following: 44% cite workforce skill gaps; 32% say slow procurement processes; 32% say escalating cybersecurity threats; 30% say regulatory requirements; and 30% say inadequate data storage. (Click for larger image) Solving the talent shortage While the survey identified the top barrier, it also identified some ways the government is going about resolving it. 1. Upskilling existing staff Most respondents surveyed give their agency high marks for […]

Physician high-fiving a young patient in a wheelchair, the kind of patient relationships that help rural healthcare attract and keep providers

Creative financial incentives rural healthcare can use to attract providers

Physician search firm highlights how housing shortages and interest rates complicate provider recruitment; home down payments, customized student loan repayment, and a variety of flexible work models offer creative incentives by Intelliworx In a new twist to the shortage of healthcare providers, Jackson Physician Search says that economic uncertainty is “making physicians hesitate to relocate.” “We are in the business of moving people around,” says Regional Vice President of Recruitment for the Western Division Jeff Foster in the report. “It’s a tough time to get physicians to relocate, but if the conditions are right, they will make an exception.” His comments were part of an analysis the physician recruitment company published earlier this year called The New Physician Recruitment Reality: Current Trends and the Road Ahead. It draws from research reports the firm has fielded, along with credible third parties and qualitative input from a handful of their own recruiters. […]

7 statistics that offer a glimpse into the state of federal AI implementation

Despite overwhelming support for AI-driven modernization, an EY survey of federal decision makers finds persistent hurdles in scaling AI from pilots to production by Intelliworx Finding ways to use AI to reduce cost and drive efficiency is the top tech priority for the federal government. To date, there are more than 2,000 possible AI use cases that have been identified. The question that remains is: are these use cases making their way toward production environments? The EY Center for Government Modernization recently announced a survey it commissioned of 131 “federal government decision-makers in finance, IT and HR/workforce” that provides some answers. We reviewed the study and have curated some of the statistics that stood out to us below. Stay in touch by subscribing to our email newsletter. We will never share or sell your email address. 1. Enthusiasm for AI runs high “An overwhelming majority of federal “decision-makers “view AI as […]

Stethoscope resting on an American flag, representing the VA's role in recruiting rural healthcare providers

How the VA is convincing providers to consider working in rural healthcare

Resident feedback in a pilot that improves veteran healthcare access shows exposing providers to rural healthcare rotations is a “grow-your-own” strategy for solving the talent shortage by Intelliworx Cracking the code to attract more providers to careers in rural healthcare may be as simple as exposing them to the experience. A new pilot program established by the Department of Veterans Affairs (VA) is receiving rave reviews from participating medical residents. “Surveys of residents who have taken part in the pilot report overwhelmingly positive experiences,” according to a public affairs story published on the government agency’s website. That alone ought to be music to a rural healthcare recruiter’s ears, yet the sentiment expressed by doctors who’ve taken part is even more compelling: “After my rotation, I would seriously consider working at an IHS or VA facility,” said resident Dr. Chantel Clark. Stay in touch by subscribing to our email newsletter. We will […]

Neon incident response workflow ending in lessons learned, a model for turning government IT project failure into learning

Perceiving “failure” as lessons learned: 5 truths for modernizing government tech

Government tech leaders can break the cycle of risk aversion by reframing project setbacks as essential learning opportunities that drive iterative modernization and cultural change by Intelliworx Few topics attract attention in technology circles like a failed IT project. In government circles, the fear of failure with technology projects is real. High-visibility government technology projects that fall short of promises earn negative news, commentaries, GAO reports and potentially congressional hearings. The risk of failure is fairly high, too. By the government’s own accounting, its track record leaves a lot to be desired. As a result, it’s reasonable for a civil servant to believe that being part of a high-visibility IT project that fails will adversely impact their career progression. This incentivizes the status quo and resistance to change. Silicon Valley recognized this problem – phrases like “fail fast” and “embrace failure” changed the perception of that word. Instead of viewing […]

Clinician wearing smart glasses reviews holographic diagnostic displays, illustrating AI in rural healthcare

Real-world lessons from implementing AI in rural healthcare

From emergency department pilots to campus-wide rollout, rural facilities share hard-won lessons on AI implementation, including leadership education, steering committees, safe experimentation, and using ambient tools to ease provider workload When everyone else is zigging, that’s a good time to zag. Such was the case for the Arizona-based Mount Graham Regional Medical Center when it implemented an ambient listening tool, powered by AI, in its facility. While many hospitals are focused on bringing this to clinics, this hospital started with the emergency department (ED), according to Justin Millar, the organization’s CIO. His comment was part of a webinar hosted by the American Hospital Association (AHA) titled “Building the AI-Ready Rural Workforce: What Leading Hospitals Are Doing Now.” The session provided first-hand accounts of AI implementations from four executives across three different rural facilities. AI to improve patient charts with less effort Ambient listening tools promise to help doctors with charting […]

Drone view of a tractor spraying a green field, illustrating USDA's SCION government IT modernization project

How the USDA modernized its tech infrastructure for crop inspections

The SCION project digitized paper-based processes, replaced legacy systems, and is projected to save $1.7M annually without disrupting business operations One of the key challenges the government faces in modernizing its IT infrastructure is the disruption of operations. The government, generally, can’t stop doing its business to upgrade its technology systems. Applications still need to be accepted, permits must be issued and safety net program checks can’t stop being cut. So, how are different agencies approaching modernization projects – while maintaining continuity of business operations? To answer that question, we aim to take a look at some of the modernization projects that have been cited in the public record as successful. In this piece, we will break down one such project: how the USDA modernized its Specialty Crops Inspection Operating Network (SCION) system. While Intelliworx was not a part of this project, it involved digitizing paper-based processes, which is an […]

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