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Digital transformation of government technology and services enhances constituent experiences

State IT leaders focus on fortifying security, strengthening privacy and enhancing usability for users and taxpayers

Improving and digitizing the constituent’s experience featured prominently during last week’s National Association of Chief Information Security Officers (NASCIO) Mid-Year conference. State IT leaders discussed their efforts to be more responsive to user needs and experiences.

Navigating state government can be complex. Knowing which agency handles what services and where to find information can be tricky and time-consuming. State IT leaders acknowledge that the current maze of websites, applications and portals created through years of siloed digitization efforts only adds to the complexity.

Taking a step back, examining the user’s journey and experiences as they interact with state government, state IT leaders have been able to identify ways to streamline the process while increasing data privacy and security. Here are three ways states are approaching digital transformation:

  • Improving user experience through single entry applications and portals – Consolidating state applications into one point of entry means users no longer need to visit multiple websites to apply for health and social service benefits, apply for recreational licenses, or apply for job credentials.  States are incorporating Customer Relationship Management (CRM) technology as an underlying conduit to provide seamless two-way communication in an omni-channel manner (Phone, Chat, Text, in Person, etc.) All channels work seamlessly to provide consistent experiences no matter how a user interacts with the State
  • Centralizing constituent identity – Often users have multiple state profiles; one with a health department for Medicaid, another with a social service department of benefits, and yet a third with the revenue department for taxes. While each department has unique uses of   demographic information, states are working to centralize into a single source of truth rather than having the constituent enter that information in multiple places. States are embracing Centralized IDAM (Identity and Access Management) that enables a Single Sign On to all the application and information they need at a State level
  • Building security in from the beginning – Data privacy and security are top of mind for all state leaders, not just IT leaders. Ensuring the privacy and protection of PII is the top priority. Rather than bolting a security solution on at the end of development, states are building in security from the start to be secure by design.

State government’s mission is to serve their constituents. Over the years, a web of disjointed applications and portals have been developed that have made the business of navigating state services increasingly complex. State IT leaders are working in partnership with their vendors to streamline the process and applications for constituents.

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