After a failed first rollout, the department reworked how it builds and deploys tech, bringing frontline staff into the process and scaling a system that’s now handling millions of renewals.
Natalie Alms is a Senior Correspondent at Nextgov/FCW. She covers the intersection of federal technology policy, service delivery, customer experience, and the government's tech workforce, focusing on how these issues impact individuals. Natalie is featured in various outlets including FCW, Washington Technology, and Defense One.


















