Office of Science and Technology

“Customer Centricity” at ATF:A Case Study

FCW Federal SummitJune 11, 2014

Rick HolgateAssistant Director for Science & Technology / CIO

Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)President, American Council for Technology (ACT)

@rickholgate

Office of Science and Technology

innovative applications of science and technology 2

A Diversity of Customers

Internal• Special agents• Industry Operations

Investigators (regulators)• Technical specialists• Professional staff

External

• Law enforcement partners

– eTrace, BATS

• Regulated industries and parties

– eForms

• Technical communities• Interest groups

• Open data

11 June 2014

Office of Science and Technology

innovative applications of science and technology 3

Evolving Expectations

• Information anytime, anywhere• “Web 2.0-like” functionality, scale, and agility• Accessibility and transparency • Changing boundaries of “the enterprise”• Generational changes...and convergence

11 June 2014

Office of Science and Technology

innovative applications of science and technology 4

Our Efforts

• Mobility– Devices, applications

• Cloud-based email/collaboration• User device tech refresh• Externally facing services• Next-generation case management

11 June 2014

Office of Science and Technology

innovative applications of science and technology 5

Some Lessons

• Customer engagement...• ...With the right customer(s)• Finding champions & visionaries• Myth busting and communication (change is

hard)• Adopting vs. building• Simplifying, streamlining, opening up

11 June 2014

Office of Science and Technology

innovative applications of science and technology 6

Thoughts, Comments, Questions?

Rick HolgateAssistant Director for Science & Technology / CIO

Bureau of Alcohol, Tobacco, Firearms & Explosives (ATF)President, American Council for Technology (ACT)

@rickholgate

11 June 2014