Consultant Contribution
The most significant challenge of an eSignature project is creating alignment among many diverse stakeholders. Electronic signatures raise new and cross-cutting issues throughout an organization. General Council and Enforcement have strong interests in enforceability and admissibility; executives have strong interests in agency reputation; Information Technology have strong interests in information security; line of business staff have strong interests in usability, support and customer satisfaction. These groups have different perspectives but all share ownership in an eSignature solution. While often viewed as a technology issue, in reality eSignature initiatives are organizational change efforts where the technology is the easiest part of the project.
The primary analytical challenge for eSignature projects is how to identify and value risks and related mitigations so that an organization can have a fact-based, dispassionate discussion of the relative merits of policy and implementation options. Frequently, there are calls for absolute security or characterizations of great risks that, in reality, have little likelihood of occurring. Part of the problem is that competing interests in eSignature projects often paint choices as black and white, when in fact the analysis requires distinguishing among shades of gray. The lack of specificity of federal law and policy around eSignatures can have a paralyzing effect on organizations. There is no one right way and federal officials have to exercise judgment on how craft and then implement policy with oftentimes murky and incomplete data.
Understanding these challenges, the ERPSG recommends contracting with a consultant who has demonstrated expertise in citizen-to-government eSignature projects. The consultant would be tasked with the following:
- Advising the project team with respect to identifying, characterizing, and communicating with stakeholders
- Advising the project team with respect to alternative approaches
- Reviewing project outlines, drafts, and presentations
- Providing context for the proposed solution, including comparisons between the proposed solution and prior art, and/or analysis with respect to industry norms or best practices
- Assistance developing and presenting the solution to stakeholders