Customer Centricity at ATF 11Jun2014

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Customer Centricity at ATF 11Jun2014

  1. 1. Office of Science and Technology “Customer Centricity” at ATF: A Case Study FCW Federal Summit June 11, 2014 Rick Holgate Assistant Director for Science & Technology / CIO Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) President, American Council for Technology (ACT) @rickholgate
  2. 2. Office of Science and Technology A Diversity of Customers Internal • Special agents • Industry Operations Investigators (regulators) • Technical specialists • Professional staff External • Law enforcement partners – eTrace, BATS • Regulated industries and parties – eForms • Technical communities • Interest groups • Open data 11 June 2014 innovative applications of science and technology 2
  3. 3. Office of Science and Technology Evolving Expectations • Information anytime, anywhere • “Web 2.0-like” functionality, scale, and agility • Accessibility and transparency • Changing boundaries of “the enterprise” • Generational changes...and convergence 11 June 2014 innovative applications of science and technology 3
  4. 4. Office of Science and Technology Our Efforts • Mobility – Devices, applications • Cloud-based email/collaboration • User device tech refresh • Externally facing services • Next-generation case management 11 June 2014 innovative applications of science and technology 4
  5. 5. Office of Science and Technology Some Lessons • Customer engagement... • ...With the right customer(s) • Finding champions & visionaries • Myth busting and communication (change is hard) • Adopting vs. building • Simplifying, streamlining, opening up 11 June 2014 innovative applications of science and technology 5
  6. 6. Office of Science and Technology Thoughts, Comments, Questions? Rick Holgate Assistant Director for Science & Technology / CIO Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF) President, American Council for Technology (ACT) @rickholgate 11 June 2014 innovative applications of science and technology 6

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