The unsung heroes: How state and local governments can prepare for federal shutdowns

Congress narrowly avoided yet another government shutdown this month by passing a 10-week continuous resolution—a bill to sustain government funding at current levels. While a shutdown was averted this time, the frequency and length of federal government shutdowns are increasing; out of the four “true” shutdowns in our nation’s history, three have occurred in the last decade alone.

In the event of a shutdown, everything from federal services (such as anti-poverty food assistance and customer service functions at the Social Security Administration and IRS) to national parks, will close and more than 2 million federal employees will have their paychecks deferred.

Additionally, state and local governments are left to minimize the disruption of services that citizens rely on, and support furloughed federal workers. During a shutdown, one third of federal grant funding is halted, and state and local governments will have to bear the supplemental costs.

Although a shutdown was prevented this time, the increasing frequency of shutdowns presents an evergreen threat for government workers and the American public alike; and therefore, comprehensive plans and straightforward digital services must be implemented to minimize the fallout.

What is at stake?
While this was just the latest in a long history of unsettling disruptions; this would be the first in a post-pandemic, telework environment. To mitigate the consequences of a shutdown, all government employees and citizens should be able to easily access the resources and information required to navigate a shutdown digitally.

Government’s digital and IT services play an essential role in reducing confusion, ensuring continuity, and providing support for government workers and citizens alike during a shutdown.

By modernizing internal workflows and streamlining administrative processes, the increased workload experienced by state and local government employees can be minimized. Straightforward digital services and tools can significantly reduce employee burnout by streamlining processes and, in turn, minimizing employee turnover. Since the process of recruiting and onboarding government workers is taxing, it is much easier to retain existing talent than to recruit new employees.

Furthermore, a positive employee experience makes for better citizen interactions and citizen experiences. When government workers can quickly and accurately access necessary information in the event of a shutdown, critical citizen requests and inquiries can be addressed in a timely manner.

Beyond those in the federal workforce who are directly impacted by a shutdown, the indirect effect on the general population is substantial. Unfortunately, low-income families are disproportionately impacted.

When states are left to pick up the pieces, their citizens need and deserve clear, accessible communication regarding all changes to the government services they depend on. By strategically modernizing government services, such as websites and forms, citizens can find the information they need with ease. Seamless and consistent interactions with government will help strengthen citizen trust in government—a priority of the current administration identified in the Executive Order on Citizen Experience.

When certain services are suspended and government organizations are not operating as usual, citizen experience is undeniably detrimentally impacted. However, digital tools like e-signatures and websites designed with user experience in mind, can offer guidance and reduce confusion when it is needed most.

Proactive Preparation
Strain on citizens and government employees alike negatively affects the perception of government functionality and harms the nation’s faith in the government to serve the country efficiently. Furthermore, federal government shutdowns cost valuable time and money for state and local organizations.

While the causes of federal shutdowns are varied, complex and difficult to address at the state and local level, state and local governments must proactively take the necessary steps to prepare for a shutdown as they are increasing in frequency.

Internally, state and local government organizations should seek to deliver clear communication and direction to their workers in the event of a shutdown. With many decisions or procedures in flux, it is paramount that thorough and accurate information be shared as soon as it is available. Particularly for employees working remotely, that information must be accessible digitally. Workflows should also be streamlined to allow for successful, digital collaboration across departments and organizations. When employees can reclaim and repurpose the time spent on arduous administrative tasks, their experience is improved as well as their citizen service.

For citizens, government websites must be modernized with user-experience and accessibility in mind. Websites should be intuitive and easy to navigate. Furthermore, any forms a citizen must fill out to engage with the government should be simple, digitally available, and complete with a secure e-signature solution. To strengthen citizen trust in government, the services they rely upon should be easy to use and understand.

Planning Ahead
While a federal shutdown is stressful and challenging for many government workers and citizens, it offers an opportunity for state and local government to step-up and bolster the public’s faith in such organizations.

The ever-present threat of a shutdown is one of many reasons why IT modernization initiatives must be prioritized at the state and local levels. Organizations should seek to partner with established industry leaders with the technology to meet their varying needs.

Shutdowns are undoubtedly confusing and distressing events, but the confusion can be minimized by preparing for a shutdown ahead of time. While the next one has been avoided for at least the next 10 weeks, it’s almost certain there will be another in the future. As such, state and local government entities should proactively modernize their services and workflows now.

Brendan Curley is the vice president of public sector business development at Adobe, and is an expert in public sector technology modernization with a demonstrated history of prioritizing the best interests of his clients and his company. Prior to joining Adobe, Curley spent years cultivating his knowledge of digital customer experience, cloud and security services in leadership roles at organizations such as Accenture and Sprinklr. By leveraging his 16 years of expertise in both the public and private sectors, Curley has consistently found success communicating the value of digital modernization to potential customers and clients alike.