Modernization effort saves agency millions and restores mission focus

When a large federal agency found itself burdened with time-consuming manual processes, fragmented workflows, and a multitude of legacy forms and manual business processes, it knew modernization was no longer optional, it was essential. The agency partnered with ICF to take action.

These high-value outcomes were the result of a strategic modernization initiative that automated dozens of administrative tasks, consolidated legacy forms, and centralized access via the agency’s platform. ICF’s approach significantly reduced operational burden, enabling employees to focus more fully on advancing the agency’s mission.

Challenge

Before partnering with ICF, the agency relied on manual workflows for critical administrative functions and thousands of forms, many of which were customer-facing. These forms required complex routing, repeated data entry, and multiple approvals.

Not only was this inefficient, but redundant forms and manual processes made the agency less responsive to both internal stakeholders and the public. Staff members were spending valuable time managing paperwork instead of working on agency priorities, and IT teams supporting legacy tools and siloed systems led to bottlenecks.

Solution

We deployed a comprehensive solution for modernizing processes through automation and strategy, using a platform supported by ServiceNow. The goal was to eliminate duplication, simplify workflows, and empower users, all without disrupting daily operations.

A critical component of this transformation was aligning technology investments with the agency’s mission. We worked closely with the agency’s IT department to shift away from fulfilling every technology request toward a more strategic service model. This realignment allowed the IT department to redirect time and resources toward high-impact initiatives that support long-term growth and modernization.

Through development, modernization, and enhancement (DME) efforts along with an agile delivery methodology, ICF:

• Consolidated and streamlined hundreds of forms.
• Supported 40+ applications (with ongoing support today).
• Embedded compliance, security, and accessibility features by design.
• Introduced real-time dashboards and metrics for better decision-making.
• Improved usability and customer experience for the agency’s platform.

Results

The shift to automated, centralized processes had an immediate and measurable impact. Staff could complete tasks in minutes rather than hours. Forms auto-populated with existing data. Workflows were routed intelligently. Approvals and status updates happened in real time.

By removing repetitive administrative tasks from employee workflows, we helped the agency shift focus from process to purpose. The result was accelerating meaningful work that directly supports the agency’s mission.

With ICF as a trusted partner, the agency is continuing to explore ways to integrate AI, expand automation, and strengthen program visibility across bureaus and to the public.