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Elevating the citizen experience is a key goal for state and local agencies as they face pressure to modernize digital services for constituents and improve working conditions for employees. Often, the contact center acts as the front line, where citizens and government employees interact directly.
They’re modernizing business applications, all with an eye toward more robust and effective constituent services, as part of the city’s IT modernization plan. With strong support from city leadership, she and her team have kept that program on track, despite the disruption. STATETECH: You’re migrating to cloud,…
In some cases, strengthened budgets have produced fresh opportunities, and officials across the country are pushing tech projects to improve the lives of their constituents. As state and local IT officials emerge from the difficult terrain of the past few years, they are looking forward with renewed optimism.
Making things more efficient, reducing barriers to doing business with agencies, simplifying paperwork and moving to online processes wherever possible are all top-of-mind strategies for managers who want to deliver better constituent services. One piece of that equation is often contact centers.
Critically, constituents expect citizen and business services to be available when they need them. However, those expectations are changing post-pandemic with the rapid advancement of technology and the relentless focus on user experiences from some of the most innovative companies in the world.
Hybrid work enables improved constituent service delivery and can help governments attract and retain top talent. Forward-thinking organizations recognize the value of flexible work arrangements, not just as a temporary solution but also to drive lasting improvements in service delivery and employee engagement.
Across the political spectrum, state and local government leaders are grappling with how to respond to these challenges to best transform services and deliver for their constituents. From workforce shortages to cyberthreats, state and local government IT leaders face unprecedented political and technological forces.
Cities around the world are increasingly investing in smart city technology to deliver economic, social and environmental benefits for their constituents. As the adoption of this technology grows, so too must the underlying technology infrastructure and applications.
That said, constituents still expect instant gratification, and the risks associated with not evolving to keep pace with those expectations haven’t changed. Constituents expect fast, accurate service across any channels that they use.
To streamline application development in support of everything from back-end business processes to constituent-facing services, state and local governments have embraced DevSecOps. This combination of development, security and operations helps to streamline and speed the development pipeline.
During pandemic lockdowns, citizens could not enter many government facilities, and agencies still had a duty to facilitate everyday transactions with their constituents. State and local governments have accelerated the pace of digital transformation in recent years as they required more cloud computing power to fulfill citizen services.
Constituents, for their part, are still generally distrustful of AI. Many decision-makers remain concerned about a lack of comprehensive high-level policies governing AI's use, and others have a general sense of unpreparedness to integrate AI into existing workflows. Despite these apprehensions, many agencies are exploring AI use cases.
To meet constituents where they were, state and local governments needed to modernize citizen resources and services quickly and accept emerging technologies. Since the pandemic began, cities across the country have been on a fast track to digital transformation.
And what more can CIOs do to create a smooth experience for their constituents? As CIOs chart a course forward, what is on the horizon for digital transformation? How are they harnessing new and refreshed technologies to enhance citizen services? Minnesota CIO Tarek Tomes and Ohio CIO Katrina Flory share their perspectives.
And recent research from Indeed shows that constituents and employees are increasingly demanding responsible sustainability practices. Actively supporting sustainability initiatives gives governments the chance to participate in the environmentally conscious actions their communities want, while supporting their public lands.
Many state and local governments were already supporting teleworking programs to some degree before the pandemic, especially in large states where both state and local government agencies (and those who work for them) needed to venture outside of their main offices to reach remote constituents.
At the state and local level, constituents still must write checks and even go in-person to government offices to handle what could be routine payments. From banking to buying and beyond, digital transactions are now the norm — except in government. This started to change during the pandemic.
“I used to say that people went to an Indiana Bureau of Motor Vehicles office with a box lunch and a copy of ‘War and Peace’ and hoped not to finish both of them before somebody noticed they were there,” Daniels said in a 2015 interview with Reason magazine. In 2019, the average visit time was 13 minutes, 4 seconds.
The government is awash in data that could help drive mission success, elevate constituent encounters and drive new efficiencies — if only agencies could put that information to practical use. There are incredibly large sets of data at almost any given agency,” says Jason Payne, CTO of Microsoft Federal. DISCOVER: Uncomplicate…
But states and cities want to keep their constituents happy. But state and local governments traditionally do not have to worry about loss of business, as citizens can’t go anywhere else for permits, licenses, or access to key government services and information.
Sonoma County, California Uses Cloud Solutions to Support Constituents at Risk of Homelessness With homelessness reaching record highs in the U.S. To read the report click here. last year, government agencies have been turning to technology to help the unhoused.
But outside of our accreditation, our programming evaluation is a big component, making sure that we’re actually giving our constituents what they need. The NRPA magazine or a local state GRPA magazine has tons of different trends going on. I do spend a good part of my day focusing on that. And I tell people all the time.
They’ll cover topics such as employee and constituent engagement, artificial intelligence, data use and literacy, cybersecurity, diversity and inclusion, and more. Over her career she has been a national award-winning magazine writer and editor, TV reporter and newsroom supervisor, and EMMY-nominated producer.
The whole concept of "broken windows theory" (" Broken Windows: The Police and Neighborhood Safety ," Atlantic Magazine , 1982) is based on the findings that high quality maintenance in public spaces reduces the likelihood of disorder. From " The Brilliant Simplicity of New York's New Times Square ," Wired Magazine.
Artificial intelligence is fundamentally reshaping how public sector organizations serve their constituents. By driving data-informed decision-making, enhancing service delivery and improving operational efficiency, AI provides government agencies with powerful tools to meet growing demands for transparency, security and budget discipline.
The risk to the well-being of state and local constituents is high. Bad actors range from advanced nation-states to politically motivated domestic groups, hacktivists and even opportunistic citizens with a grudge. How, exactly, can
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