The next big thing…we think!
The way we modernize government IT systems has improved in the past 15 years but is still missing something important: the customer.
Recent efforts to include customer experience is the right choice, but how we implement it can fall short.
It’s time to stop tacking-on the human element and officially add the voice of the customer to how we plan, build, and deploy modern IT systems.
We call this idea “DevSecCXOps.”
What is DevSecCXOps?
DevSecCXOps is a take on DevSecOps that integrates the customer throughout the lifecycle. While CX currently appears in the process — mock-ups, discovery, usability testing — this approach gives customer and citizen stakeholders a permanent seat at the table. CX will no longer feel “tacked-on” but part of the internal mechanisms that make technology work.
How It Works
The approach takes the standard DevSecOps and Agile development cycle and intentionally integrates Human-Centered Design (HCD) and Customer Experience principles throughout the process. Systematically adding the customer voice helps tech teams connect and measure the human elements throughout the process – aligning your team for a successful outcome.
Why It Helps
Test hypotheses and ensure smooth adoption
Deploy the right features and track adoption rates
Build features your customers like with continuous feedback
Plan better to understand the customer journey
Operate to reinforce security, reduce technical debt, and save budget
Monitor customer satisfaction and increase throughput
