ServiceNow’s Jonathan Alboum on Maximum Federal Telework

Jonathan Alboum, principal digital strategist at ServiceNow, told Government Matters in an interview posted Tuesday that federal agencies should ensure they have the right networks, software and hardware asset management programs and other tools in place to continue supporting maximum telework.

He said the COVID-19 pandemic has prompted agencies to innovate and optimize processes to work in a digital way and noted the need for agencies to ensure that the “mission can be delivered under any circumstances.”

“I think, again, we’re recognizing that telework is more than just connectivity into systems. It’s having digitized workflows and digitally transformed processes so the work really can be done anywhere without degradation in performance or … service to the people that rely on our agencies,” he said.

Alboum said he believes agencies should shift to complete and total digitization of key processes.

“The future’s different in my opinion,” Alboum said. “The future is an optimized, fully digital process that operates on the schedule of the citizen, of the customer of that agency, and not around the schedule of the agency’s operating hours.”

He also shared his thoughts on the Pandemic Federal Telework Act introduced in the Senate and agencies’ potential move to a hybrid work setup.