Podcast: Megatrend: Legacy Modernization for Customer Services

Government Impact

In this episode of Weaver: Beyond the Numbers, Government Impact, host Todd Hoffman is joined by Brett Nabors, partner, IT Advisory Services, and Morgan Page, partner-in-charge, Digital Transformation and Automation Services, to unpack legacy modernization for customer services in government. The discussion focuses on the challenges and strategies of updating outdated systems to improve efficiency and the customer experience in the public sector.

Key Points:

• The current availability of funding and social acceptance of change make it an ideal time for legacy modernization
• Modernizing legacy systems involves more than technology upgrades but also aligned organizational goals with customer needs
• Assessing and prioritizing modernization efforts based on process impact and constituent interaction is crucial for effective transformation

The podcast explores the urgency and methodology of modernizing legacy systems in government. The team discusses the unique opportunity presented by current funding availability and the public’s openness to change. They emphasize that modernization is about more than all-or-nothing technological upgrades but instead identifying and prioritizing the upgrades that are most beneficial, then ensuring these changes align with the organization’s broader goals and effectively enhance customer interactions.

“You don’t have to be the bleeding edge,” Morgan said, highlighting the importance of strategic planning in legacy modernization. “You want to be forward but not first.”

“It’s constituent and employee experience, right? … They also want to see something a little bit more intuitive,” Brett says. He later continues, “Because any type of modernization, you’re trying to get something more out of it and understanding what’s there in the first place. And that can be difficult. If it’s an application in the 70s or 80s or 90s, there may not be the original developer … And so someone who truly understands the technology to make it more modern is a big piece of that … a lot of times it becomes the barrier. ‘I’d like to start, but I have no idea where to start.’”

Throughout the episode, Morgan and Brett underscore the need for a balanced approach to adopting new technologies and understanding existing systems for successful modernization.

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