The document discusses customer centricity at the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF). It notes that ATF has a diversity of internal and external customers with evolving expectations around mobility, cloud services, and accessibility. It outlines ATF's efforts to meet these expectations through mobility applications, cloud-based email and collaboration, refreshing user devices, externally facing services, and a next-generation case management system. It also provides some lessons learned around customer engagement, finding champions, communication during change, and adopting versus building new systems.