taking government cloud adoption to the next level · 2020-02-24 · taking government cloud...

Taking Government Cloud Adoption to the Next Level 1

Taking Government Cloud Adoption

to the Next Level

2 A GovLoop Guide


7 Ways to Take Cloud to the Next Level

1110

2322

18

30

19

31

Contracting With Multiple Cloud Providers

Cloud Big Data amp Machine Learning

Expansion of as-a-Service Offerings

Cloud as a Mission Plan

Different Cloud Models for Different Workloads

FedRAMP Security amp Cloud

Two Up-and-Comers Containers- as-a-ServiceServerless Computing

Contents

Executive Summary 4

Cloud Computing An Overview 5

Cloud Computing A Timeline 6

How You Can Leverage Cloud-as-a-Service at Your Agency 9

Creating Multi-Dimensional Monitoring of Your Cloud Environments 13

Federal Spotlight Mark Hopson Innovations Specialist Acquisitions at GSA 14

Transforming Government through the Cloud and the Digital Workplace 17

How Application Performance Monitoring Improves Service Delivery 21

Not Getting Stung by the Cloud 25

State amp Local Spotlight Elayne Starkey Delaware CISO 26

Leveraging Cloud Technology to Provide a Better Customer Experience 29

Why the Hybrid Cloud Model is the Best of Both Worlds 33

Conclusion 34

About amp Acknowledgments 35

4 A GovLoop Guide

Executive SummaryA handful of years ago the term ldquocloud computingrdquo was almost as nebulous as the fluffy white things in the sky Today itrsquos taken government informa-tion technology departments by storm enabling agencies at the federal state and local levels to accomplish goals much faster and cheaper than they could have imagined

With those kinds of benefits itrsquos easy to see why cloud was welcomed with open arms Federal agencies are expected to spend more than $2 billion on cloud computing services out of a total of $80 billion in information technology spending in fiscal 2016 according to the CIO Councilrsquos State of Federal IT report issued in January 2017

Worldwide cloud is big business Consider these statistics Morgan Stanley says Microsoftrsquos cloud products will make up 30 percent of the companyrsquos revenue by 2018 and Amazon Web Services (AWS) brought in $788 billion in cloud revenue in 2015 Overall the cloud computing market worldwide grew 28 percent to $110 billion in 2015 and research firm IDC predicts that cloud IT infrastructure spending will grow to $531 billion by 2019 making up 46 percent of total expenditures on enterprise IT infrastructure

Now with these new approaches firmly established agencies are looking at taking cloud to the next level Cloud is supporting other technological advancements such as big data analytics machine learning and the Internet of Things for example As with any evolution in technology however these new use cases bring new challenges

In this guide we will take an in-depth look at seven ways government agencies are taking cloud to the next level ndash and overcoming the stumbling blocks associated with that Wersquoll also look at how we arrived at the current cloud landscape and get tips from Mark Hopson Innovation Specialist at GSArsquos Technology Transformation Service and Delaware Chief Information Security Officer Elayne Starkey First up is a look at cloudrsquos history

4 A GovLoop Guide


Cloud Computing An OverviewCloud computing began making headlines in 2007 when bigger technology companies started talking about it It meant revolutionary changes to IT as organizations were able to move much of their storage computing and application needs out of costly on-premise data centers and into the cloud or remote data centers That meant lower costs but also a sea change in the way organizations procured IT because cloud works best on a subscription model not the traditional flat-fee approach most organizations were used to Daunting or not though organizations began scrambling to reap cloudrsquos efficiency-boosting benefits

This includes government agencies After all in presenting the cloud-first mandate in 2010 former Federal Chief Information Officer Vivek Kundra included a slide that read ldquoUtilizing lsquoCloud Firstrsquo approach provision solutions on demand at up to 50 lower per unit costrdquo

But as is often the case with new technology and governmentrsquos strict procurement privacy and security rules it was slower to take on the new technology For example some IT officials werenrsquot sure what qualified as cloud computing and NIST had to help define the term Herersquos what it came up with after 15 attempts ldquocloud computing is a model for enabling ubiquitous convenient on-demand network access to a shared pool of configurable computing resources (eg networks servers storage applications and services) that can be rapidly provisioned and released with minimal management effort or service provider interactionrdquo

Once agencies knew what cloud meant they still had to figure out how to procure and secure it In fact procurement and

security have been the main stumbling blocks to government cloud adoption and continue to be Cloud migration is one of CIOsrsquo top priorities but about 30 percent of CIOs are just getting started with it while only 5 percent say they are where they want to be according to the 2016 Federal CIO Survey by the Professional Services Council (PSC)

Recognizing these challenges the government took steps to ease those concerns through a variety of initiatives

rarr The Federal Cloud Computing Strategy explained the benefits of cloud computing provided a decision framework highlighted implementation resources and identified roles and responsibilities for adoption

rarr The Federal Risk and Authorization Management Program (FedRAMP) launched as a ldquogovernment-wide program that provides a standardized approach to security assessment authorization and continuous monitoring for cloud products and servicesrdquo

rarr The General Services Administration added cloud to its Schedule 70 contract to make cloud ldquoeasy to find easy to buyrdquo

State agencies are also heading to the cloud Cloud strategy security data ownership and scalability are part of the State CIO Top Ten Priorities for 2017 according to the National Association of State CIOs To address procurement issues the National Association of State Procurement Officials announced in November 2016 the first master agreement awards of the cloud solutions multistate cooperative procurement

Proceeding With Cloud GSA was the first federal agency to move to the cloud announcing plans in 2010 to ldquomove its e-mail program to a Web-based system modeled on Googlersquos popular Gmail programrdquo according to the Washington Post Now 33 percent of CIOs surveyed by PSC say they use cloud in some form or another and with requirements such as one from the Office of Management and Budget that asks agencies to move at least 15 percent of their infrastructure to the cloud itrsquos clear that cloud is no passing trend (No agency meets OMBrsquos goal by the way according to the January 2017 State of Federal IT report from the CIO Council)

Agencies have proceeded with caution for the most part but Forbes Insights predicts adoption will skyrocket driven by cloud success stories in places such as Miami which uses cloud to speed building inspections approval of cloud providers by not just FedRAMP but the Defense and Health and Human Services departments FBI and Internal Revenue Service and growing comfort with cloud

Plus there are ringing endorsements like this one from Federal CIO Tony Scott ldquoI think today the better bet is get to the cloud as quick as you can because yoursquore guaranteed almost to have better security there than you will in any private thing you can dordquo

Agenciesrsquo use of cloud is not without its cons but the pros column gets a significantly higher number of checks especially when you consider that not only is cloud clearly here to stay itrsquos facilitating further technological evolution In the coming pages of this guide wersquoll look at some of the ways this technology is poised to help government agencies at all levels continue to refine and expedite operations

6 A GovLoop Guide

December 2010

Then-US Chief Information Officer Vivek Kundra issues the Federal Cloud Computing Strategy which becomes known as Cloud First

and is ldquointended to accelerate the pace at which the government will realize the value of cloud

computing by requiring agencies to evaluate safe secure cloud computing options before

making any new investmentsrdquo

February 2010

The Federal Data Center Consolidation Initiative (FDCCI) is

announced to reduce the number of data centers in an effort to save money on hardware software and operations and to promote more efficient

and environmentally friendly options

Cloud Computing A TimelineThere is some debate over cloudrsquos origins Some say JCR Licklider who enabled the development of the Advanced Research Projects Agency Network in 1969 was the first to mention an ldquointergalactic computer networkrdquo in that same decade according to Computer Weekly Others say a computer scientist named John McCarthy proposed the idea of computation being delivered as a public utility the article states Either way cloud can be traced to the 1960s although it really took off in the 1990s when bandwidth became more available Herersquos a look at whatrsquos happened in the public sector since then

December 2011______

Then-Federal CIO Steven VanRoekel issues a memo establishing FedRAMP to

ldquoprovide a cost-effective risk-based approach for the adoption and use of cloud services by making [certain

standards] available to Executive departments and agenciesrdquo

2010The General

Services Administration opens the Cloud Computing

Services Program Management Office to help agencies meet Cloud

First mandates

2010 2011

6 A GovLoop Guide


October 2014

The National Institute of Standards and Technology issues the final version of the US Government Cloud Computing

Technology Roadmap Volumes I and II laying out 10 requirements for federal cloud adoption including

ldquodeveloping international standards security solutions and clear and consistent categories of cloud servicesrdquo

January 2014____

Reps Darrell Issa (R-Calif) and Gerry Connolly (D-Va) launch the Cloud Computing Caucus a nonprofit advisory

group to support cloud efforts

September 2012

VanRoekel issues the Digital Govern-ment Strategy to push for a more mobile

government workforce procure and manage IT more intelligently and use data to spur

innovation

June 2016

FedRAMP releases High Baseline Requirements ldquoto

protect some of the governmentrsquos most sensitive unclassified data in cloud

computing environmentsrdquo

2015To help make__

cloud technologies easier to buy GSA adds cloud

to its Schedule 70

February 2017

FedRAMP releases for public comment its Tailored baseline intended to speed the authorization of low-risk cloud

services for government use

2012 2014 2015 2016 2017

August 2016

The Office of Management and Budget issues a memo establishing the Data

Center Optimization Initiative to supersede FDCCI and comply with the Federal IT Acquisition

Reform Act while pushing agencies to optimize rather than consolidate data centers to potentially save more than $1

billion over two years

8 A GovLoop Guide

A Service-Disabled Veteran-Owned Small Business

Innovate Grow Know with ThunderCat amp VMware

W W W T H U N D E R C A T T E C H C O M

Big Data amp Analytics

Data Center Infrastructure

Enterprise Applications

Cyber Security

bull Maximizes capacity utilization and improves IT flexibility with cloud-as-a-service

bull Holds the BPA for NASA


How You Can Leverage Cloud-as-a-Service at Your Agency An interview with Kurt Steege Chief Technology Officer ThunderCat

Industry Spotlight

By now most agencies have moved some or all of their data to the cloud Whether it is a public private or hybrid solution cloud offers governments the ability to consolidate their physical datacenters and to store data virtually in a cost effective and secure way Typically cloud solutions have been delivered to fit an organizationrsquos computing resource requirements at the time of purchase However many agencies are finding that their evolving needs arenrsquot being met by one-size-fits all solutions

As a result vendors are looking for ways to provide agile cloud services that adjust to governmentsrsquo needs as their computing resources grow or shrink In order to better understand this GovLoop sat down with Kurt Steege Chief Technology Officer at ThunderCat a systems integrator that brings an innovative approach to solving datacenter challenges

When cloud solutions first hit the market Steege explained governments were initially a little slow to adopt However once agencies started adopting cloud solutions many looked at them as a system replacement tried to determine their computing resource requirements up front and adopted ldquoout of the boxrdquo cloud models that werenrsquot scalable as agenciesrsquo needs evolved This is problematic as agencies were wasting money on services they werenrsquot utilizing

Today agencies must change their mindset towards cloud in order to overcome this challenge ldquoWe need to start thinking about clouds as services that can be relied upon to deliver workloads In the same vein we can begin to look at different ldquocloud-as-a-servicerdquo solutions to provide something that is needed and that maintains a high level of service throughout the implementation of the solutionrdquo Steege said Viewing cloud through a services lens enables agencies to use solutions that are scalable and elastic and able to provision resources as they are needed and on demand through software orchestrationmdasha function that is key to agencies meeting mission needs effectively

In addition to the agility it offers switching to a services-based model also allows agencies to become more cost and time efficient ldquoOne of the biggest benefits of moving to a services based architecture is the reduced costrdquo Steege said By switching to a service agencies arenrsquot only saving money on the initial price tag of solutions but on the time that it takes to get these solutions up and running Thatrsquos because the procurement and security cycles for acquiring and configuring infrastructure are often times consuming and cumbersome Steege explained that the process to get new infrastructure built and running takes a lot of time because agencies must get every element certified to meet agency or federal government requirements

ldquoOn the other hand when you talk about the acquisition of cloud or a services based infrastructure you are able to get a product that has already been vetted for 80 to 90 percent of those requirementsrdquo he explained ldquoYou donrsquot have to retest it because it has already gone through federal and agency specific security tests and is ready to be deployedrdquo As a result agencies are using less time and less money allowing them to spend more on other initiatives that provide value to their mission

However it is hard for agencies to reap these benefits of the as-a-service model on their own Steege explained that partnerships are critical to government organizations effective adoption of a cloud service solution ldquoAt ThunderCat we like to take on a trusted advisor role where agencies come to us with a problem and we can give them advice to help them solve itrdquo Steege said ldquoI think thatrsquos what really sets us apart we do what we can to drive ours and the governmentrsquos mutual missions of protecting the American publicrdquo

One way that ThunderCat helps agencies helps solve services based issues is by connecting governments with other governments ldquoWersquove gotten folks together with other government agencies and explain that they are facing similar situations and we broker those government-to-government discussionsrdquo Steege explained By providing partnership options to agencies from across the sectors ThunderCat can facilitate more seamless and effective adoption of as-a-service solutions They also work with agencies to research and recommend solutions that match their individual needs

Companies like VMware have also adapted to meet the needs of government agencies by helping to build and support multiple cloud architectures across public private hybrid and even down to the newer container-based microservices

Looking forward adopting cloud in an as-a-service model has the potential to play a major role in addressing inefficiencies and improving service delivery in government By taking full advantage of cloud-as-a-service benefits agencies can maximize capacity utilization and improve IT flexibility and responsiveness all while minimizing the costs it takes to do so

10 A GovLoop Guide

7 Ways to Take Cloud to the Next LevelNow that we understand where cloud has been letrsquos look at where itrsquos going The next section of this guide will cover seven ways government agencies at all levels can take cloud to the next level We start by defining what each approach is and how it works Next we look at a use case to see how it applies in the real world Like what you see We provide general tips for implementing the same approach at your agency

You might notice that the innovative approaches relate to one another For instance we talk generally about the expansion of as-a-service offerings and then discuss the specifics of containers-as-a-service and serverless computing which is also known as function-as-a-service Similarly we explain how different cloud models might be better suited to different workloads while agencies are also finding that using multiple cloud vendors is a better approach for managing cloud needs

Herersquos a look at what to expect in the coming pages

No matter what approach you take to get the most out of what cloud has to offer now and in the future the one certainty is cloud canrsquot be ignored As cloud computing matures to enable these additional use cases Kundrarsquos words in a keynote speech he made at Brookings in April 2010 resonate ldquoAs the worldrsquos largest consumer of information technology and as stewards of taxpayer dollars the federal government has a duty to be a leader in pioneering the use of new technologies that are more efficient and economicalrdquo

1 Cloud as a Mission Plan Agency officials are realizing that cloud is not just the IT de-partmentrsquos responsibility Now agency divisions and employ-ees at all levels are joining the conversation to collaborate on ways cloud computing can help meet missions

2 Cloud Big Data and Machine Learning Individually these three technologies have been revolution-izing the IT landscape enabling agencies to provide more services faster and at lower costs But they also work well together Find out how the whole is greater than the sum of its parts

3 FedRAMP Security and the Cloud Security tops IT shopsrsquo list of cloud concerns so govern-ment officials decided to make buying secure cloud services easier by putting them through a rigid vetting process before agencies procure them For many CIOs this is still a touchy subject For instance agencies and vendors alike find that the approval process takes too long but the FedRAMP Program Management Office recognizes those concerns and continues efforts to address them in the form of FedRAMP High Accel-erated and Tailored

4 Different Cloud Models for Different Workloads You wouldnrsquot wear a pair of stilettos to run a marathon right Cloud works the same way Agencies need to find the model that best fits their workloads because it might not be the same one for every need

5 Contracting With Multiple Cloud Vendors Again one size doesnrsquot fit all Set clear service-level agree-ments and see how they match up with what providers offer This helps avoid vendor lock-in and can be a fail-safe if things donrsquot work out with one

6 Expansion of as-a-Service Offerings Cloud is enabling more aaS offerings which in turn means faster development fewer barriers to use and more efficient operations for government agencies With benefits like those cloud shows its staying power

7 Tech to Watch Containers-as-a-service and serverless computing are emerging as the next cloud-based technology to make IT managersrsquo jobs easier and more effective By taking more off IT managersrsquo plates these technologies free them to focus on mission-critical tasks

10 A GovLoop Guide


Cloud as a Mission PlanWhat it Means

Today departments and employees at all levels have a stake in cloud not just the IT department Whether itrsquos employees gaining access to telework or a complete revamp of how an agency operates cloud now touches everything One place thatrsquos especially evident is in agenciesrsquo business offices where officials are finding that to meet missions they need to work with the IT office to ensure that services are being delivered the way internal workers and external customers expect them to be

How it Works At the Veterans Affairs Department officials recognized that applications based on monolithic full-stack architectures donrsquot cut it in the age of the cloud But instead of leaving it up to IT decision-makers to figure out a new way they put together a business plan in July 2016 that lays a framework for cloud-based microservices which VA defines as a single business function that delivers one business capability is loosely coupled independently deployable and vendor-neutral

ldquoVA has begun to address the challenges of rapidly changing business needs and reduced development timeframes by embracing agile software development practices with its continued emphasis on consolidating IT infrastructure and use of enterprise IT services including Enterprise Shared Services (ESS) and cloud-based solutionsrdquo the document states ldquoIn concert with these changes VA will adopt a microservices architectural style leveraging agile development techniques for both existing and new software projectsrdquo

How You Can Do This Too

rarr ldquoReview revise and develop policy in the context of the global business and technical model enabled by cloud computing and other enabling technologiesrdquo according to the US Cloud Computing Technology Roadmap Vol I The reason this is necessary the document states is that if the business side doesnrsquot get involved in cloud policy ldquotechnology limits become (inappropriately) the default creator of policy as opposed to an implementation toolrdquo

rarr A business case analysis is a crucial step in the decision-making process when evaluating cloud readiness according to GSArsquos Best Business Practices for US Government Cloud Computing Adoption A solid analysis includes an executive summary introducing the strategy an overview focusing on the reasoning for the strategy assumptions and constraints a list of the applications under consideration for migration and a concept of operations

12 A GovLoop Guidecopy2017 NetApp Inc All Rights Reserved NETAPP the NETAPP logo and the marks listed at httpwwwnetappcomTM are trademarks of NetApp Inc Other company and product names may be trademarks of their respective owners


Creating Multi-dimensional Monitoring of Your Cloud Environments An interview with Shiva Raja US Public Sector OnCommand Insight Consulting Systems Engineer NetApp

Industry Spotlight

Cloud services has long been gaining traction amongst agencies looking to create a more efficient government with cost-effective storage and data management solutions that let those agencies do more with less Agencies know that with a secure cloud solution they can deploy a cloud infrastructure that accelerates time-to-market with innovative public services and increases operational efficiency and flexibility while optimizing costs

But as use of cloud services mature across government more and more agencies are using multi-vendor solutions for their cloud technology This makes perfect sense ndash there are often different requirements and use cases for the kind of technology and cloud required across organizations and one vendor may not fit all needs

However the increasing use of multi-vendor solutions across an agency can create challenges particularly in the holistic monitoring of all platforms To discuss how agencies can overcome these issues GovLoop sat down with Shiva Raja US Public Sector OnCommand Insight Consulting Systems Engineer at NetApp a company who helps service providers envision deploy and evolve their IT environments

ldquoThere might be certain agencies that really donrsquot want to be dependent on a single vendor and they want to be vendor agnosticrdquo Raja explained ldquoBecause while they might appreciate the features of a particular vendor they donrsquot want to be tied to just one So for more flexibility they might take a multiple vendor approach for their cloud solutionsrdquo

But with this approach Raja explained that the growing diversity of platforms vendors and protocols in large data centers makes managing and monitoring the enterprise data center infrastructure difficult At the same time IT leaders are feeling the added pressure of delivering information technology as a service by using their own private clouds which need to be competitive with public cloud offerings The issues that IT professionals face today go beyond optimizing cost increasing efficiency and mitigating risk Government IT professionals have to address a new set of challenges from securing data to offering seamless data services ndash challenges that are forcing IT teams to respond more quickly to business- and mission-critical demands with multiple clouds environments

The solution is to invest in a multi-dimensional monitoring capability of private and hybrid cloud environments Having access to in-depth analysis characterization and metering of workloads on all layers of the datacenter will constantly help and guide agencies in an iterative process of cost-optimization risk-mitigation and quick-adoption of existing and new technologies

ldquoMulti-dimensional monitoring gives you an end-to-end view from your compute to your storage and beyondrdquo Raja said ldquoThis insures that if there are any performance issues yoursquoll have the ability to track whorsquos the culprit and take the appropriate steps to remediate the issuerdquo

NetApprsquos OnCommand Insight is one such tool agencies should consider adopting The tool manages and analyzes physical and virtual IT environments with heterogeneous compute network and storage solutions across the domain from multiple vendors It allows agencies to monitor and manage multivendor hybrid cloud IT infrastructure to gain better insights across the data center It also takes the risk out of complex technology migrations such as moving to a hybrid cloud by identifying which workloads are candidates for cloud migration

Additionally OnCommand Insight offers reporting capabilities that deliver information about compute and storage resource allocation trends and capacity consumption trends that accurately forecast the overall utilization trends all of which helps agencies better understand their data centersrsquo ecosystems In turn this allows them to better predict the usage they will need to more efficiently deliver services to citizens

ldquoOnCommand Insight actually has the ability to monitor your compute and storage resources regardless of where it residesrdquo Raja said ldquoThis lets you look at your resources no matter where it is ndash on premise off premise or both Plus you also have the ability to manage your business data through NetApprsquos crown jewel offering ldquoClustered Data ONTAP on-premises off-premises or both and that ability really is something uniquerdquo

OnCommand Insight provides flexible efficient management for heterogeneous environments Because it requires no agents installation is straightforward and nondisruptive Installed storage and SAN devices are continually monitored and detailed information is collected for full visibility of your entire storage environment

Cloud services is undergoing rapid adoption and evolution by government agencies By evolving existing IT infrastructures to include cloud capabilities agencies are positioned to achieve significant operational and cost benefits in the delivery of agency services To successfully make the transition to this new computing model NetApp enables agencies to achieve their mission goals and supports their choices of vendor specific technologies in storage and compute

14 A GovLoop Guide

Mark Hopson Innovation Specialist Acquisitions at General Services AdministrationCloud is a complex technology Whether itrsquos how best to use it implementing it procuring it or securing it government agencies are constantly working to make cloud computing easier while also maximizing its benefits One of those agencies is GSArsquos Technology Transformation Service (TTS) whose teams address cloud in myriad ways

ldquoHistorically the evolution of technology has been from a lsquonice to haversquo to a lsquoneed to providersquo scenariordquo said Mark Hopson Innovation Specialist at TTS ldquoIf governmentrsquos virtual services fail it can have a real impact on citizens mdash everything from trying to acquire food stamps to feed their family to someone who canrsquot download their tax filings from the IRS Our government can support the nation with digital services that positively impact peoplersquos livesrdquo

Cloud adoption is strongest at federal agencies that are undergoing or have completed IT modernization initiatives Hopson said Several struggles continue to hold agencies back One is that they project physical constraints on a digital system Hopson said

ldquoThe federal government is normally concerned about volume pricing and bulk discountsrdquo he said ldquoHowever cloud-based systems largely negate the

need for those types of large up-front acquisitions A cloud infrastructure-as-a-service provider is already providing near-commodity pricing by taking advantage of economies of scale Whether itrsquos two groups each buying a resource for 10 cents or one group buying two of those resources for 20 cents the cost is largely equivalentrdquo

TTSrsquo Office of Acquisitions is working to refresh procurement methods to better mesh with cloud and digital services Additionally its Office of Products and Programs uses the cloud to provide products and services such as digital research content hosting communication delivery and FedRAMP To address agenciesrsquo common infrastructure and compliance needs TTSrsquos 18F built cloudgov as a cloud service

Security is another challenge Many CIOs who have a data center think they need to have the cloud as in a single entity with a single account where everything runs Hopson said ldquoHowever cloudrsquos commodity appeal and open standards approach means that a developer can run a replica of the environment on their laptop completely isolating the impact of any changes they may makerdquo he said ldquoOnce the code is lsquochecked inrsquo a new replica of the

Federal Spotlight


environment mdash not just the application mdash could be created in a completely separate lsquocloud accountrsquo for testing Then the security team can replicate the infrastructure for isolated testing and analysis much like malware analysis and forensic experts do using virtual machinesrdquo

Cloud may be a fairly new technology but it didnrsquot get to be a major one on its own Initiatives such as IPv6 ndash the latest IP version ndash and network consolidation called for by the Homeland Security Departmentrsquos Trusted Internet Connections initiative were two important enablers ldquoWithout faster networks and the government seeding industry with demand for next-gen internet technologies solutions such as cloud services might not have become so appealing so quicklyrdquo Hopson said

By shifting their mindset from physical to digital IT taking advantage of the adoption assistance that federal programs offer and experimenting with cloud agencies will be able to reap real benefits Cloud isnrsquot going anywhere In fact itrsquos only enabling more advancement

ldquoThinking about the role and impact of new innovations like artificial intelligence machine learning and virtual reality means agencies can explore the ways in which technology can be part of their DNA even if they utilize cloud and stop buying physical hardwarerdquo Hopson said ldquolsquoCloudrsquo is a means to an end of making government more effective and efficient Our goal is to help the federal government provide real benefits to Americans in a timely and modern mannerrdquo

Current LandscapeldquoWe use and develop cloud platforms to help federal agencies serve the public more efficientlyrdquo said Hopson ldquoThe federal government needs easier cheaper and faster ways to deliver functionality such as internal information-tracking tools or content management for complex public-facing websites Innovation in federal cloud computing must include carefully listening to and serving the needs of the many federal teams that deliver important services with limited staff and budgetrdquo

Many agencies are migrating to the cloud which means that the Office of Acquisitions is working to modernize procurement methods for the cloud Historically procurement cycles and policies were focused on an outsourcing model of large dollar value long duration purchases to single suppliers There was a focus on minimizing risk through extensive up-front work and preparation

To leverage the transformative potential of the cloud the balance has shifted toward testing instead of voluminous documentation Most of the federal governmentrsquos current strategic vehicles are designed for a world of material and supply not digital services This can be a challenge when trying to buy commercial cloud

The Office of Products and Programs leverages the cloud to provide a number of products and services including digital search content hosting communication delivery digital analytics and FedRAMP The team leverages practical experience delivering government-wide services to help inform broader perspectives on procedures best practices and federal policies

16 A GovLoop Guide


Transforming Government through the Cloud and the Digital Workplace An interview with Apollo Gonzalez Chief Technology Officer Catapult

Industry Spotlight

Information technology is an enabler that has changed the way agencies perform their mission but the growing complexity of IT infrastructures has compromised both functionality and internal collaboration Especially in large organizations it can be difficult to find the right people or information to complete a task Government has been using the cloud for less than a decade but it is already helping agencies tackle this challenge By connecting people and information within a secure mobile cloud-hosted environment government agencies can create a digital workplace that drive cross-departmental collaboration and facilitate efficient business processes

Apollo Gonzalez Chief Technology Officer at Catapult a company that provides application development enterprise solutions and infrastructure services has been instrumental in implementing digital workplace solutions In an interview with GovLoop he explained why the cloud is key to these solutions and how the digital workplace benefits employees and constituents alike

According to Gonzalez the cloud makes it easier to create digital workplace solutions because it offers a stable infrastructure that is fully managed by vendors and accessible to multiple stakeholders ldquoDigital solutions and the cloud together are a perfect marriagerdquo Gonzalez said ldquoTechnology companies give agencies the service they need and have implemented it a thousand times They know exactly how it works where it needs to be improved how you should use it and they are constantly making it betterrdquo

This means that agencies can easily update its digital content and disseminate information without worrying about development provisioning of sites or testing Cloud-based solutions such as Catapultrsquos digital workplace offering Fuse come largely pre-built at less cost and effort to agencies and leverage the experience and manpower of partners to assist with content management and user adoption strategies

In government employees are constantly looking for ways to share information across the agency Gonzalez sees the digital workplace enabled by the cloud as a way to streamline processes so that agency staff can retrieve data quicker and collaborate more effectively Cloud and digital workplace solutions allow employees to access information securely and easily in one location use powerful search tools to find pertinent documents and communicate across teams

Digital workplace environments can even help agencies recruit and empower the next generation of civil servants Also a college professor at the University of Houston Gonzalez has found that recent college graduates ldquoexpect that the environment that they work in during school will be what they see when they go work for a corporation or government entityrdquo Agencies can attract millennials and boost engagement and productivity amongst a multi-generational workforce by providing employees cloud-based tools where they can effortlessly share assets and the flexibility to work where and how they want

In addition to the benefits a digital workplace offers employees it can also help improve constituent experiences with government By creating platforms that are mobile responsive and intuitive citizens are more likely to participate in agency programs and services Further analytic reporting can help measure customer satisfaction and allows agencies to use insights to improve services and overall efficiency

Finally Gonzalez said that digital workplace solutions ldquoas a servicerdquo assist overloaded IT teams by streamlining requests minimizing support tickets and automating repetitive tasks freeing up IT personnel to focus on more strategic initiatives

Catapult is currently implementing Fuse their digital workplace solution ldquoas a servicerdquo at multiple agencies Because of the cloud Catapult can constantly improve and update the system to the scale government needs without the huge investment in time and money associated with solutions built from scratch Once implemented though the Fuse digital workplace can transform an agency from the inside out

ldquoA digital workplace should connect people process information and technology to create a more productive innovative and engaged workforcerdquo Gonzalez said Thatrsquos why Catapult focuses on building long-term partnerships so they can continually support agenciesrsquo digital workplace solutions allowing agency leaders to focus on their organizationrsquos mission instead of worrying about the back-end systems

The cloud is crucial for enabling the digital workplace because it allows agencies to leverage private sector knowledge resources and manpower The digital workplace improves agency efficiency by empowering employees facilitating open communication with constituents and by automating operation processes within the organization Cloud-based tools make government employees more efficient at their jobs so they can more effectively deliver services to the American people

Cloud Big Data amp Machine LearningWhat it Means

Cloud is a formidable force in the IT world but big data and machine learning are gaining ground in large part because of well cloud computing Without cloudrsquos scalability storing and analyzing vast amounts of data would be next to impossible Machine learning or artificial intelligence draws on both technologies to fuel yet another growing field predictive analytics ldquoItrsquos basically computers learning from past behavior about how to do certain business processes better and deliver new insights into how your organization really functionsrdquo according to PC Magazine

How it Works The Centers for Disease Control and Prevention has plenty of reasons to use predictive analytics whether itrsquos forecasting flu outbreaks nationwide or the spread of the Zika virus globally But for a recent project CDC went to the city level After HIV cases related to opioid use surged in Scott County Ind in 2014 CDC turned to the cloud-based Collaborative Advanced Analytics and Data Sharing (CAADS) which incorporates tools from big data partners and machine learning to try to predict where to focus prevention efforts

CAADS is a central tool providing various analyses through one solution Using it CDC ingested cleaned analyzed and modeled a range of disparate data related to the outbreak The data included HIV outbreak clusters geographic factors epidemiological patterns and drug resistance data according to Datanami Using CAADSrsquo machine learning function CDC ran scenarios on the potential spread of HIV among intravenous drug-using populations to predict where problem areas exist The agency then provided recommendations to local public health officials on how to address the issue

How You Can Do This Too rarr Know that you canrsquot plug in a new technology and

immediately start making forecasts You need a foundation of historical data that AI algorithms can study and learn from to make predictions

rarr Consider the type of data yoursquoll need and where it resides For instance do you require structured data unstructured data or both Is it all archived within your organization or do you need to collaborate with others

rarr Donrsquot go it alone Partner with experts in academia or the nonprofit and private sectors to maximize expertise

18 A GovLoop Guide



How it Works On Feb 2 2017 GSArsquos innovation team 18F announced that Cloudgov had become FedRAMP-authorized through FedRAMP Accelerated Cloudgovrsquos purpose is to give ldquoagencies a fast and easy way to host and update websites (and other web applications such as APIs) so their employees and contractors can focus on their missions instead of wrangling the infrastructure and compliance requirements common to federal systemsrdquo according to an announcement Translation Agencies can use Cloudgov to host low- and moderate-impact cloud systems ndash the majority of federal systems

18F began preparing for the FedRAMP process in March 2016 nearly a year after announcing Cloudgov and began its review with the Joint Authorization Board teams five months later The final authorization came through in January 2017 within the six-month estimated time frame for the Accelerated process

ldquoThis is a success for the FedRAMP team which has been carefully improving their process to help make more cloud services available to government teamsrdquo 18Frsquos team said in its announcement Additionally Cloudgov is the first completely open-source service to achieve FedRAMP authorization

How You Can Do This Too rarr To initiate a FedRAMP authorization take inventory

of all your cloud services and create effective cloud computing contracts according to FedRAMPgov ldquoThe agency must work with [cloud service providers] to update contractual requirements and determine the path each cloud system will take in order to become FedRAMP-authorizedrdquo

rarr Another option Use authorization packages that have already been completed

rarr Either way your authorizing official will need to decide whether to grant the system in question an authority to operate within your agency

rarr Plan for continuous monitoring of cloud services at your agency and provide quarterly reports on them to OMB

What it Means

FedRAMPrsquos goal is to make it easier for federal agencies to procure vetted trusted cloud solutions from third-party vendors In short it takes much of the guess- and legwork away from already overstretched government workers In 2016 FedRAMP released additions High Baseline Requirements to help agencies use cloud services for their most critical data and FedRAMP Accelerated to reduce authorization wait time from six to 12 months to three to six

20 A GovLoop Guide


How Application Performance Monitoring Improves Service Delivery An interview with Scot Wilson Senior Director of Advanced Technology Group Riverbed and Mark Zalubas Chief

Technology Officer Merlin International

Industry Spotlight

As government looks for more effective ways to drive an efficient citizen experience more agencies are adopting cloud solutions In particular public-sector organizations are increasingly leveraging the cloud to host applications making delivery of services more convenient and cost-effective

While this allows citizens to more seamlessly engage with government applications they donrsquot always understand everything that goes into maintaining the back-end of those applications If an end user has a negative interaction with an application studies show theyrsquoll refuse to use the app going forward which results in higher costs to interact with the agencyrsquos more expensive human customer service resources

Application performance management (APM) is key to ensuring that citizens consistently get effective and efficient interactions from government applications To learn more about APM GovLoop talked to Scot Wilson Senior Director of Advanced Technology Group at Riverbed a cloud solutions company and Mark Zalubas Chief Technology Officer at Merlin International a provider of system integration services and solutions

By moving hosting of applications to 3rd-party clouds agencies realize greater flexibility time-to-benefits and cost economies-of-scale over hosting apps in their physical data centers The data center part of the IT stack is no longer their responsibility and they only need to pay for the resources they consume However as the maturity of the cloud develops the notion of lsquomoving to the cloudrsquo will morph into a more sophisticated understanding and the complexity of managing applications in the cloud will increase exponentially ldquoWhat folks struggle with when they move to the cloud is the loss of direct hands-on control of and insight into where their applications and data residerdquo Zalubas explained ldquoThe cloud itself is a simple concept but it grows more complex as use of it matures and control and visibility become more difficultrdquo

Lack of application visibility across disparate clouds is particularly concerning to government agencies because it hampers ITrsquos ability to deliver high SLAs to their constituents At a minimum agencies need a solution that allows them to holistically monitor their apps hosted in a cloud in a hybrid model and across multiple clouds to fully understand how their applications are performing

Application performance management is one way agencies can gain a holistic view across critical parts of the application delivery chain so they can better manage performance ldquoWhat APM does for agencies is make the many disparate parts of a distributed-

architecture application look like a singular thingrdquo Zalubas explained

APM offers agencies a single view to monitor and identify where problems are occurring ldquoSimply sounding an alarm that something is off does not move things forwardrdquo Wilson said ldquoYou have to be able to point to data that is actionable and pinpoint where the problem is so someone can take action and repair itrdquo The visibility that APM offers allows agencies to isolate problems in the back-end of cloud-based applications and fix them without interrupting citizen services

However APM does not have to come in after cloud deployment Agencies can start with it as an application development platform ldquoAPM becomes the platform that allows you to select pieces and see how they perform and interoperate with each other and whether the end goal is going to be achieved before it is put into productionrdquo Zalubas said This ensures that agencies have insights about an application before it is deployed so they donrsquot waste money and resources on ineffective apps

For agencies looking to improve APM Riverbed and Merlin provide in tandem an integrated solution ldquoRiverbed puts the platform together that connects agencies to the cloud and provides visibility from the click of the mouse all the way to the diskrdquo Wilson said ldquoWherever that bit of information is we can monitor the entire transaction and give agencies a way to programmatically attack back-end problemsrdquo

Merlinrsquos role in improving APM is to take the technologies that Riverbed offers and apply them knowledgeably to deliver performance and availability for agenciesrsquo applications ldquoWe work with agencies to deliver mission critical service levels for functionality performance and availability across a wide variety of applicationsrdquo Zalubas explained ldquoThese applications are complicated and we provide the tools and expertise to give agencies the insights necessary to optimize and troubleshoot which in turn gives them confidence that their apps are performing as anticipated and providing the level of service for which they are intendedrdquo

Ultimately the nexus of Riverbed and Merlinrsquos solutions and services enable government agencies to offer application managers and end users a singular experience across complex application architectures ldquoAt the end of the day we work to seamlessly connect everything together provide visibility and wrap in acceleration in application development and deploymentrdquo Wilson concluded

22 A GovLoop Guide

Contract- ing With Multiple Cloud ProvidersWhat it Means

Agencies are turning more frequently to hiring more than one vendor to provide various cloud services One reason for this is to regain some of the control they feel they lose after migrating to the cloud but the basis of this trend according to CloudTech is ldquomixing and matching the best-of-breed solutions and services from different cloud providers to create the most suitable solutionrdquo

How it Works It took two years for Federal Communications Commission CIO David Bray to move the agency to a purely public cloud using commercial service providers after demonstrating to FCC leaders that the agency was wasting 85 percent of its IT budget on maintaining legacy systems according to Meritalk FCC uses 14 cloud providers

A main reason for using multiple vendors is ldquoto give the agency options in case one of them drastically increases its pricesrdquo the article states

To understand FCCrsquos cloud migration accomplishment consider that when Bray came on board at FCC in 2013 the agency had 207 systems more than half of which were at least a decade old according to Nextgov Other stats to note FCC can implement a prototype application in 48 hours not six to seven months and it now spends only half its IT budget on maintaining older systems

ldquoIf you are wedded to legacy systems you are trying to turn a battleship very very slowlyrdquo Bray said at a Feb 8 2017 Cloud Computing Caucus Advisory Group meeting

How You Can Do This Too rarr Get buy-in from agency leaders who understand

the benefits cloud brings

rarr Identify your specific needs ndash public private or hybrid cloud environment for example ndash and determine which providers best meet each need

rarr Consider sponsoring providers to expedite their FedRAMP authorization process Bray said

22 A GovLoop Guide


Different Cloud Models for Different WorkloadsWhat it Means

Using multiple cloud environments for various workloads has several benefits including driving better value and flexibility providing redundancy and avoiding vendor lock-in according to TechTarget Of course there are challenges too such as integrating those different clouds and tracking costs and billing in pay-per-use setups

How it Works Just as a single cloud provider may not be the answer for your agency therersquos no one-size-fits-all cloud model Thatrsquos why there are three main ones infrastructure-as-a-service (IaaS) platform-as-a-service (PaaS) and software-as-a-service (SaaS) Letrsquos look examples of workloads best suited for them

IaaS ndash Agencies can provision processing storage networks and other fundamental computing resources while maintaining control over operating systems storage and deployed applications according to NIST Example ldquoThe Federal Geospatial Data Clearinghousersquos GeoCloud Initiative used IaaS capabilities to deploy services and solutions improving public access to geospatial data beyond in-house capabilitiesrdquo according to Washington Technology

PaaS ndash This provides an environment for developers to create applications using programming languages libraries services and tools supported by the provider NIST states Example Using PaaS for its Vulnerability Assessment System the Treasury Departmentrsquos Office of the Comptroller of the Currency saw a 458 percent increase in scanning and an 86 percent reduction in cost per scan Washington Technology reports

SaaS ndash Users can use the providerrsquos applications running on cloud Example The Armyrsquos Experience Center turned to cloud for a recruitment-tracking platform and projects that ldquothe SaaS-based application will reduce costs to $8 million from $83 million and increase productivity by 33 percentrdquo according to Washington Technology

How You Can Do This Too rarr Determine the workloads yoursquore looking to

offload and ask yourself if theyrsquore suitable for cloud environments

rarr Check that the plan aligns with the agencyrsquos mission business requirements and digital transformation strategy

rarr Create clear service-level agreements that set attainable and measureable requirements for cloud providers ndash and have an exit plan if the vendor doesnrsquot meet them

3000 public sector agencies use Granicus to connect with citizens

Granicus helps turn government missions into quantifiable realities Granicus products connect more than 150 million people creating a powerful network to enhance government transparency and citizen engagement By optimizing decision-making processes Granicus strives to help government realize better

outcomes and have a greater impact for the citizens they serve

Learn more at granicuscom

Technology for people who are changing our world


Not Getting Stung by the Cloud An interview with Bob Ainsbury Chief Product Officer Granicus

Industry Spotlight

The expression ldquothink smallrdquo might only be inspirational to nanoengineers but that approach is actually also a hallmark of success for agencies moving to the cloud Why Because when done right cloud technologies will change the way you operate Think about it instead of an internet-accessed version of a traditional call center thanks to the cloud you might be able to text message answers

Those possibilities means cloud disrupts your business practices That disruption can mean success for your agency ndash when undertaken correctly But if you donrsquot adopt cloud according to the ldquothink smallrdquo approach and other best practices you can get stung

To understand government best practices for adopting cloud solutions GovLoop sat down with Bob Ainsbury Chief Product Officer at Granicus the largest cloud solutions provider for government In his work hersquos found that focusing on agency missions and outcomes starting with small adoption projects and building support for transformations before implementation are three crucial aspects of successful cloud migrations

First Ainsbury discussed that when selecting implementing and using cloud platforms agencies need to understand how the cloud is advancing the agency mission The cloud is simply a catalyst for the mission so leaders need to focus less on the actual product and more on what an agency aims to accomplish with the cloud

ldquoThe key strategy to make sure that cloud solutions and migrations donrsquot become about the product is to always tie back to the impact that yoursquore trying to achieverdquo he explained ldquoThis could be getting more kids into foster homes or just fewer phone calls coming into an agency call centerrdquo Ainsbury added that mapping the solutions to the mission ensures that frontline employees examine how to best help constituents rather than how to fill out a report

Additionally Ainsbury advised that training employees to use the cloud to both enable day-to-day processes and create new processes that advance the mission is crucial By binding the cloud to the mission outcomes employees are more motivated to adopt cloud solutions and find new ways to incorporate the cloud into everyday customer services

When Granicus assists state and local governments in adopting cloud solutions they have found that constituents are looking to access more information online like community meeting agendas and videos Thatrsquos why they advise governments to use the cloud to digitize more information and provide more digital services

Next Ainsbury highlighted that although wholesale adoption of the cloud in an agency can be difficult transitioning individual functions or processes to cloud solutions is not as daunting Many times agencies want to have one big transformation of systems but according to Ainsbury successful cloud migrations actually happen when agencies decide to change small singular functions first

Thatrsquos why he advised that agencies phase in the use of cloud technologies over time to mitigate the organizational disruption caused by new systems and business processes ldquoThere should be an incremental model with minimum viable adoption initiallyrdquo Ainsbury said ldquoA complementary adoption of cloud solutions would prevent a wholesale disruption which is important because agencies must change and adapt not just IT-wise but organizationallyrdquo

Third Ainsbury recommended that agency leaders work to develop buy-in from frontline staff members and fellow leaders for cloud migrations before formally starting the process Focusing on the organizational mission and demonstrating the success of smaller cloud solutions can help build a constituency of enthusiasts but he stressed that making sure employees are motivated from the start is critical to a cloud migration

ldquoReally what you should be doing is embracing the people who will be the influencers of the cloud migration success and deciding what it is you are trying to accomplishrdquo Ainsbury said ldquoDo that long before a decision is made on the vendor or other detailsrdquo

Incorporating enthusiastic employees into the planning and design phase of transformations can ensure that the cloud solutions are fixing common problems experienced among employees that impact the agency mission It is not beneficial to constituents if agencies adopt the cloud but fail to use it for services and business processes

Agencies at all levels of government need to find ways to migrate IT systems to cloud-based products but they need to do it in an effective and efficient way That means that during cloud transformations agency leaders should continuously tie new solutions to core missions and services use an incremental model to slowly phase in new processes and platforms and build an enthusiastic constituency of employees to guide the migration process Following these keys will help any agency adopt cloud-based solutions as they continue to seek innovative ways to serve citizens

26 A GovLoop Guide

Delaware started using cloud computing six years ago mainly putting software-as-a-service solutions in place Today itrsquos shifting its focus to infrastructure- and platform-as-a-service even studying what it would take to move the statersquos core IT infrastructure to the cloud

The reason is simple Cloud technology has matured to a point that makes it the smarter choice

ldquoOver just five six years the space has matured and I think the cloud vendors are paying much closer attention to the security part of their offering than they ever have beforerdquo said Elayne Starkey the statersquos Chief Information Security Officer in the Department of Technology and Information (DTI) ldquoI hesitate to say this but in some cases itrsquos true that partnering with a Tier 1 [or top] cloud provider that has been focused on security for a long time can actually make us more secure than if it was an on-premise solution Those are words that did not come out of my mouth easilyrdquo

In recognition of vendorsrsquo increased focus on security Starkeyrsquos office is also revising its ldquoCloud Security Terms and Conditionsrdquo document for the

fourth time She expects the new version to be ready later this year The document is recognizable at many government agencies because it forms the basis of the cloud procurement best practices guide that a task force including the Center for Digital Government several states and some cloud companies put together

The current version of the document has 13 terms and conditions down from about 26 in the first iteration At the top is data ownership ldquoThis is probably one of the most important ones Thatrsquos why itrsquos No 1rdquo Starkey said ldquoIt just basically says that throughout the cloud engagement the state of Delaware will retain the right and title and the interest to the data What that means in English in non-legalese is basically wersquore entrusting the vendor to take our data and protect it but in the end itrsquos our data and we maintain overall responsibility and accountability for that data At no time are we surrendering ownership of the datardquo

The document also states that Delawarersquos data must never be moved outside the United States ldquoBelieve it or not if you donrsquot get all that spelled out up front the likelihood is pretty high that either the data or

Elayne Starkey Delaware Chief Information Security Officer

State amp Local Spotlight


the backup location or the disaster recovery location may be in a data center thatrsquos not even in the United Statesrdquo she said

Additionally the document stipulates that sensitive information such as personally identifiable information in the form of birth dates account numbers and Social Security numbers must be encrypted at rest and in transit

Road to SuccessCloud came to Delaware partly through pitches from vendors Starkey said ldquoMore and more of them coming along were cloud-basedrdquo she said As the statersquos central IT agency DTI processes new systems through its Architecture Review Board which saw cloudrsquos potential

In 2011 Delaware instituted a cloud-first policy ldquoIt doesnrsquot mean everything goes to the cloud but it means from that point forward we were considering the cloud as an option for every new initiative that came through our officerdquo Starkey said ldquoThe idea there is we were thinking itrsquos a credible alternative to the traditional way wersquove delivered IT over the years and we wanted to put a stake in the ground and embrace it wholeheartedlyrdquo

The transition to cloud has had some bumps along the way One area that remains a challenge is the procurement of cloud technologies Itrsquos not only a new technology but a new business approach too because cloud solutions often come on a subscription basis rather than as a flat fee

Additionally cloud services are often based on the number of users which is a shift in thinking too said Jason Clarke Chief of Policy and Communications at DTI

ldquoIn the past you could build an application you could add as many users as you wanted and it really didnrsquot have a large effect Now because you pay per user it incurs a costrdquo Clarke said ldquoThat model just really has to be vetted out to understand what the growth potential is how those costs affect you and others that may join the teamrdquo

ldquoBuying IT is not like buying pens and paperrdquo Starkey said ldquoBuying traditional IT like hardware and software is very different from buying cloud services as well so wersquore in the midst of working through those challengesrdquo

Overall adopting cloud has been game-changing for Delaware Benefits include faster speed to implementation a reduction in resources disaster recovery benefits and hard and soft cost savings said Starkey who recommends that other government agencies take a risk-based approach to cloud adoption and implementation

ldquoItrsquos a situation where governments have to jump in the driverrsquos seat and hold the providers accountable ndash the buyer beware make sure security is an early consideration all of those thingsrdquo she said ldquoItrsquos very tempting to just jump in the car and let the cloud vendors drive but we donrsquot think thatrsquos the right approach

28 A GovLoop Guide

Take Your Customer Experience to the Next Level

Empower and Inform CitizensImprove Efficiency and Accountability

Self-Service IVR Proactive CommunicationsBack-Office EfficiencyDigital ChannelsWorkforce OptimizationGenesys Speech and Text Analytics

copy 2016 Genesys All rights reserved2001 Junipero Serra Blvd Daly City CA 94014 USA +1 650 466 1100

Find out more at wwwgenesyscomgovernment


Leveraging Cloud Technology to Provide a Better Customer Experience An interview with James Ward North America Director of State and Local Public Sector Jay Stewart National

Business Manager US Public Sector and Brian Bischoff Vice President of Cloud Solutions Genesys

Industry Spotlight

Creating an excellent customer experience is critical to organizational success across sectors ndash but itrsquos particularly important for government agencies who need to engage with and provide services to their constituents to effectively drive missions Cloud technology is one tool that can be particularly useful for agencies in cultivating a positive customer experience

In order to better understand how agencies can drive more effective citizen engagement through cloud-based solutions GovLoop sat down with James Ward North America Director of State and Local Public Sector Jay Stewart National Business Manager US Public Sector and Brian Bischoff Vice President of Cloud Solutions at Genesys a company that specializes in customer experience and call center technology

Overall agencies are taking the cue from the private sector and are beginning to make the shift to the cloud to drive more successful citizen experiences said Bischoff ldquoThe stakes for a better customer experience are higher in government because constituent expectations are being driven by the commercial sectorrdquo he explained As a result government organizations have turned to solutions like cloud to fill the expectation gap and provide a customer experience thatrsquos comparable to the private sector Moving to the cloud allows agencies to provide greater flexibility and efficiency in how they serve their citizens

Cloud is particularly useful because it offers a shorter time to value meaning it allows agencies to get solutions up and operating in a much shorter period than without the cloud ldquoIn a cloud environment you are dealing with a platform that is already built and just configuring it for the applicantrdquo Ward explained ldquoSo in terms of speed to market the level of effort is typically much shorterrdquo

Additionally cloud solutions can help government agencies reduce inbound call volume Ward explained that for the average agency 30 to 50 percent of their inbound call volume is repeat callers inquiring about a specific process Government agencies are unique in they generally deal with a specific issue and are able to pinpoint what repeat inbound calls are going to be about

As a result agencies can use cloud technologies and intelligent customer experience tools like Interactive voice response (IVR) self-service or proactive text communications to let constituents know where they are in the process and reduce inbound calls for the organization Ward gave the example of driverrsquos license

renewals and explained for the average Department of Motor Vehicles 30 percent of their inbound calls are simply people inquiring as to whether information has been received where are they in process and when can they expect an answer or result ldquoBy leveraging IVR self-service or preempting a request with an outbound text the person doesnrsquot need to speak to an agent and the agentrsquos resources are then reapplied to working on actual office workrdquo Ward explained

Cloud is also useful for agencies looking to improve their overall customer experience as it enables organizationsrsquo ability to create an omnichannel customer journey Compared to an on-premise technology where traditionally communication channels are disparate a consolidated cloud contact center platform allows agencies to better measure the customer journey and improve how they interact with constituents

ldquoThis means the entire customer journey is consolidated and someone doesnrsquot have to start over every time they move across available communications channelsrdquo Ward explained Whether a constituent is connecting to an agency through the phone web chat or email mobile or other options cloud enables a consolidated contact center platform to keep communications consistent and transparent

The biggest benefit of an omnichannel approach is that it improves efficiency across the agency ldquoIf you can self-serve or preempt even 20 percent of your inbound call volume this is effectively adding 20 percent more resources in the back office An agency is truly enabled to do more with lessrdquo said Ward Through an omnichannel cloud solution that Genesys offers agencies are able to more efficiently serve constituents and solve some of their resource problems with cloud technology

Genesys has designed their CX Platform to be an omnichannel consolidated contact center platform so agencies who leverage their technology have one consolidated queue ldquoAs a result users are able to move between communication channels maintain high levels of efficiency and foster an elevated customer experiencerdquo Ward said This ultimately allows agencies leveraging cloud technology to improve their customer experience and more effectively drive their mission

30 A GovLoop Guide

Expansion of as-a- Service OfferingsWhat it Means

Cloud paved the way for the three main models we just looked at but as more offerings become available as-a-service or via the internet the cloudrsquos role also grows More aaS offerings mean faster development fewer barriers to use and simplified less costly operations making cloud even more impossible for agencies to ignore

How it Works As part of its Concept of Operations GSArsquos Unified Shared Services Management (USSM) office recently issued four aaS options ldquoThe USSM wants vendors to provide infrastructure- and software-as-a-service ranging from servers and storage to software management to data management to business application support to much morerdquo according to Federal News Radio

Specifically the four approaches are for standard software transaction processing and software higher-level software and transaction processing and transaction processing and data analytics for agencies that need more qualified people to run their existing systems the article states

The agency chartered by OMB in 2015 issued a request for proposals covering three of the four on Jan 3 2017

ldquoUSSM has been emphasizing the importance of SaaS as one of the keys to making the vision work along with encouraging private sector investment (due to the absence of government investment capital) and enabling the transition from legacy to cloud by shifting from capital to operating budget financingrdquo John Marshall Founder and Chief Executive Officer of the Shared Services Leadership Coalition said in the article


rarr Analyze your infrastructure to understand the solutions your agency uses operating costs contractual obligations and how systems interact with one another and with internal and external users

rarr Set a reasonable goal for what you want your agency to achieve through technology

rarr Determine and communicate your as-a-service strategy which should include information on what processes will go to the cloud in what time frame and order and what characteristics should be streamlined across adopted solutions

30 A GovLoop Guide


What it Means

Two technologies to keep an eye on in the cloud space are containers-as-a-service (CaaS) and serverless computing The former is so new that a major player in the container space announced its availability only a year ago Although agencies are starting to see the value of containers ndash the Agriculture Departmentrsquos new website is based on them along with about 15 other public-facing websites ndash the as-a-service part is still emerging

Two Up-amp- Comers Containers- as-a- Service Serverless Computing

CaaS is a services offering for container-based virtualization that ldquoabstracts the complexities of building a scaled-out platformrdquo according to NewStack In the CaaS model containers are just another service akin to storage or computing power giving developers more flexibility and IT workers less overhead to manage CaaS is becoming the new PaaS according to Forbes

Serverless computing also known as event-driven computing and function-as-a-service (FaaS) takes CaaSrsquos abstraction one step further Where CaaS took away the management of containers FaaS takes away the containers completely in that developers provide only the code or function to run This additionally reduces the management burden on the IT staff

FaaS doesnrsquot mean that code runs without servers however It means that users donrsquot have to procure servers or virtual machines for the back-end code to run on One private-sector expert likened this to a file storage service in which someone saves the file and doesnrsquot think about whether they need more storage space because the service handles that

ldquoServerless cloud technologies hellip are built on containers but the advantage for us is that we donrsquot need to manage themrdquo according to TechBeacon ldquoWe can spend most of our time thinking about code and software architecture instead Itrsquos the vendor who has to work out the most efficient way to allocate resources and computing capacity not usrdquo


rarr For CaaS establish a work plan between the development and operations teams so that applications can be built and run anywhere and define and set up your containers through your cloud vendorrsquos container service

rarr For FaaS consider how many applications are cloud-compatible because FaaS might be a better complement to existing delivery models than a replacement

32 A GovLoop Guide

immixGroup Experience and Insight to Deliver the

Ideal Cloud Solution

7037520610 | wwwimmixgroupcom

reg2017 immixGroup Inc All rights reserved

To realize the benefits of cloud you need rapid reliable access to the strongest tools available ndash and the expertise to help you choose the right solutions immixGrouprsquos cloud specialists have extensive knowledge of each of the product suites we represent including Oracle so we can map your requirements to the right solution Oracle provides highly scalable and flexible technology to meet your requirements for cloud solutions

Government agencies have trusted immixGroup for two decades to provide reliable access to a wide range of enterprise software and hardware products Contact us today to find out how we can help


Why the Hybrid Cloud Model is the Best of Both WorldsAn interview with Chris Wiedemann Market Intelligence Consultant immixGroup

Industry Spotlight

In government the use of private and public cloud storage services has expanded in recent years ndash but both models have potential shortcomings If government were to exclusively rely on private cloud storage the system would likely be expensive and inflexible Meanwhile if government only used public cloud solutions there would be a greater risk of data being lost or compromised

The reality for most CIOs demands a hybrid cloud environment ndash a blend of on-premises public private andor managed clouds Because of this complex mix not just any approach to cloud will do Therefore government agencies should employ a hybrid cloud delivery model that leverages the benefits of public cloud services such as ease of use and efficiency and the benefits of private cloud services such as increased security

In a recent interview with GovLoop Chris Wiedemann Market Intelligence Consultant at immixGroup a public sector software distributor shared how agency leaders can develop and implement hybrid cloud solutions that fit their organizational needs If agencies assess their cloud needs choose vendors with interoperability and translate benefits to their constituents then they will be able to effectively use the hybrid cloud model to transform their organization

The first step to any hybrid cloud migration is to complete a readiness assessment that evaluates what information data and workflows are currently stored in public or private cloud systems according to Wiedemann Then agencies need to develop migration roadmaps that include a strategic unified way to manage the transition This process will also help leaders determine what information can be stored in public cloud environments and what information needs to be more tightly secured in private cloud environments

ldquoCreating a migration roadmap can take a while but agencies that have successfully completed cloud migrations say that without the legwork upfront they could not have achieved a scalable enterprise level migrationrdquo Wiedemann said

Next agencies need to select private and public vendors for their information data and workflows The most important part of this process though is ensuring that the vendors have interoperable cloud systems From observing the market he has found that some providers offer systems with more interoperable capabilities than others and if an agency selects systems without strong interoperability then the agency is susceptible to vendor lock

Vendor lock can increase system maintenance costs over time and reduce an agencyrsquos ability to migrate information between cloud systems and providers Thatrsquos why Wiedemann has noticed ldquoCustomers are starting to look at how to successfully

migrate workloads and data into the cloud and ensure that they can move the workloads and data into a different cloud environment if neededrdquo

The hybrid cloud model is successful because it reduces deployment costs and creates a culture around easy data and workload migration rather than a large-scale agreement with one vendor immixGroup helps agencies avoid vendor lock by connecting them with providers that offer flexible cloud options Oracle is unique in the market because of its complete-cloud approach offering not only PaaS but also SaaS IaaS and publicprivate options

Migration to a hybrid cloud model is further enabled by platform-as-a-service technology The Oracle Cloud Platform offers the functional breadth and depth of services agencies require along with tools personnel are already familiar with That allows organizations to take full advantage of the cloud Oraclersquos integrated approach also lets customers easily migrate on-premises applications to the cloud ndash and back if thatrsquos what they need

Lastly Wiedemann advised that government translate the benefits of the hybrid cloud model to their constituents through improved customer service That means agencies should invest financial savings from migrating to the cloud into advancing the mission and ensuring that their digital services are keeping up with new technology trends

Agencies that embrace cloud-based platforms become nimbler They can focus on delivering better services more rapidly to their internal and external constituents without the complexity of managing underlying application platforms and disconnected systems Developers can build applications more quickly and cost-effectively citizens can more easily access data that improves their lives and organizations can enhance employee productivity and automate business processes

By completing a readiness assessment and migration roadmap selecting vendors with interoperable cloud products and translating savings and benefits to constituents agencies can leverage hybrid cloud models to improve information storage and digital services Neither public or private cloud models perfectly serve governmentrsquos needs but hybrid cloud solutions enabled by platform-as-a-service providers such as Oracle can enhance agencies by ensuring that information data and workflows are efficiently managed and effectively secured

ldquoThere is finally a realization in government agencies at the leadership and strategic level that hybrid cloud solutions are the inevitable endpoint of where agency IT systems are headingrdquo

34 A GovLoop Guide

ConclusionCloud computing has had a wild ride to the top of IT departmentsrsquo priorities lists Itrsquos gone from being something that sounds dreamy to a welcome reality enabling government agencies to operate more efficient-ly and effectively Now a new wave of technology stands at the ready to take advantage of cloudrsquos benefits to bring about even greater modernization initiatives

The path to the current cloud landscape at the local state and federal levels has been littered with challenges especially in the areas of procurement and security As we saw though govern-ment officials have found cloud to be such an asset that work to make it easier to buy implement and use is a continuous process For instance FedRAMPrsquos evolution to embrace high security and accelerated accreditation is only one example of how the federal government is moving quickly to enable cloud

The push and support are necessary as big data analytics ma-chine learning and more aaS offerings begin to take off The common denominator among these new technologies is cloud and theyrsquore emerging to make IT workersrsquo jobs easier by taking on the tasks of maintenance for example freeing employees to concentrate their efforts on more mission-critical tasks

Government workers wonrsquot be the only winners though Citizens will come out ahead too CIO Scott said last year ldquoPeople wonrsquot hate government if it works and if it serves them wellrdquo Scott said ldquoDigitization starts us down that pathrdquo

34 A GovLoop Guide


About amp AcknowledgmentsAbout GovLoop

GovLooprsquos mission is to ldquoconnect government to improve governmentrdquo We aim to inspire public-sector professionals by serving as the knowledge network for government GovLoop connects more than 250000 members fostering cross-government collaboration solving common problems and advancing government careers GovLoop is headquartered in Washington DC with a team of dedicated professionals who share a commitment to connect and improve government

For more information about this report please reach out to infogovloopcom

govloopcom | govloop

Thank You

Thank you to Catapult immixGroup Genesys Granicus Merlin International NetApp Oracle Riverbed Thundercat Technology and VMware for their support of this valuable resource for public-sector professionals

Author

Stephanie Kanowitz Writer

Designer

Kaitlyn Baker Lead Graphic Designer

36 A GovLoop Guide

1152 15th St NW Suite 800Washington DC 20005

(202) 407-7421 | F (202) 407-7501

wwwgovloopcom govloop

2 A GovLoop Guide



1110

2322

18

30

19

31








Contents

Executive Summary 4












Conclusion 34


4 A GovLoop Guide






4 A GovLoop Guide
















6 A GovLoop Guide

December 2010





February 2010





December 2011______




2010The General



First mandates

2010 2011

6 A GovLoop Guide


October 2014




January 2014____



September 2012



innovation

June 2016




2015To help make__


to its Schedule 70

February 2017



2012 2014 2015 2016 2017

August 2016





8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501




1110

2322

18

30

19

31








Contents

Executive Summary 4












Conclusion 34


4 A GovLoop Guide






4 A GovLoop Guide
















6 A GovLoop Guide

December 2010





February 2010





December 2011______




2010The General



First mandates

2010 2011

6 A GovLoop Guide


October 2014




January 2014____



September 2012



innovation

June 2016




2015To help make__


to its Schedule 70

February 2017



2012 2014 2015 2016 2017

August 2016





8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


4 A GovLoop Guide






4 A GovLoop Guide
















6 A GovLoop Guide

December 2010





February 2010





December 2011______




2010The General



First mandates

2010 2011

6 A GovLoop Guide


October 2014




January 2014____



September 2012



innovation

June 2016




2015To help make__


to its Schedule 70

February 2017



2012 2014 2015 2016 2017

August 2016





8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501

















6 A GovLoop Guide

December 2010





February 2010





December 2011______




2010The General



First mandates

2010 2011

6 A GovLoop Guide


October 2014




January 2014____



September 2012



innovation

June 2016




2015To help make__


to its Schedule 70

February 2017



2012 2014 2015 2016 2017

August 2016





8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501



October 2014




January 2014____



September 2012



innovation

June 2016




2015To help make__


to its Schedule 70

February 2017



2012 2014 2015 2016 2017

August 2016





8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


8 A GovLoop Guide







Cyber Security





Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501




Industry Spotlight











10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


10 A GovLoop Guide












10 A GovLoop Guide












Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501













Industry Spotlight













14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


14 A GovLoop Guide








Federal Spotlight










16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501











16 A GovLoop Guide



Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501




Industry Spotlight




















18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501










18 A GovLoop Guide











What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501












What it Means


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


20 A GovLoop Guide




Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501





Industry Spotlight













22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


22 A GovLoop Guide











22 A GovLoop Guide



















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501




















Industry Spotlight














26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


26 A GovLoop Guide





















28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501













28 A GovLoop Guide









Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501





Industry Spotlight












30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


30 A GovLoop Guide











30 A GovLoop Guide


What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501



What it Means










32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


32 A GovLoop Guide









Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501




Industry Spotlight















34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


34 A GovLoop Guide





34 A GovLoop Guide






Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501







Thank You


Author


Designer


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


36 A GovLoop Guide


(202) 407-7421 | F (202) 407-7501


taking government cloud adoption to the next level · 2020-02-24 · taking government cloud...

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