“AI all day, every day” is a top priority for many federal CIO officials, according to recent comments made by DHS and DOD CIO representatives during a Federal Executive Forum webinar offered by Federal News Network.  While this issue should not be a surprise to contractors, there may be some CIO priorities that are.  Both Rachelle Henderson, CIO of ICE, and Kristin Ruiz, Deputy CIO at TSA, said that culture is important to implementing technology solutions that work for their offices.  Building external and internal relationships, delivering solutions that improve business functions, not just automate existing processes, and building on foundations are all steps that ensure that technology achieves its maximum potential.  As one panelist put it, “Technology for technology’s sake doesn’t work.”  (note to advocates of data-driven solutions:  the same is true for data).

Customer Experience (CX) also made its way onto the list of top priorities.  CX solutions can be as variable as agency missions, a point made clear by TSA’s Ruiz who stated that how technology can be used to better interact with non-citizens is a critical challenge for her agency.  Closely related to this is how to improve connectivity at the edge of system coverage.  Retiring DHS deputy CIO Beth Capello said that it can be particularly frustrating to have systems that work fine in main offices but can’t be effectively used in the field where agencies may perform important mission functions.  Ensuring that capabilities remain the same from end to end is increasingly important for operations at the southern US border and for national security operations.  The panel’s comments offer good insight for contractors.  While tech matters, it works best when it is linked to an agency’s culture.  It is also no surprise that relationships matter.  A recording of the Federal Executive Forum, featuring the speakers above and Danielle Metz of DOD should be available on the Federal News Network site soon.