As we emerge from the isolation of the pandemic and begin interacting in person again, it will be in a world that looks and feels a lot different. While we crave human interaction, that does not mean we want to go back to standing in lines at office buildings to complete certain tasks. Over the past year, people have gotten used to doing things virtually. Government agencies have made incredible progress moving traditionally manual, paper-intensive, in-person processes online, and there's no reason that should stop now that in-person is an option.
Additionally, the ability to get information online will continue to be an expectation of citizens. During the pandemic, local, state, and federal agencies quickly got data out to citizens regarding COVID cases, restrictions, and later vaccinations to help inform and shape behavior. In fact, Ohio had a jump on many states. They had launched Ohio Checkbook well before the pandemic to provide anyone a look at real-time state budgeting, financial and transactional data. Using that as a starting point, they quickly launched their COVID portal. Post-pandemic, all government agencies need to look at how the COVID data systems can be used to get other critical information and communication to the public about transportation, human services, workforce and more.
Portals like these are possible because agencies are now assigning oversight to the citizen experience (CX). A CX officer is becoming a standard leadership position. The IRS recently announced the creation of a brand new role: the chief taxpayer experience officer, created to reimagine the taxpayer experience, enhance employee training, and restructure the organization to increase collaboration and innovation.
But meeting the needs of citizens is not entirely dependent on human oversight. The use of Robotic Process Automation (RPA) applications is helping to deliver data and speed routine interactions with citizens. A recent report found that more than 6 in 10 federal respondents and 4 in 10 state respondents said their agency now uses RPA technology to facilitate work.
To stay up to speed with innovations in serving citizens, check out these events and resources.
- The RPA Journey (June 3, 2021; webcast) -- Robotic Process Automation (RPA) has the potential to automate entire processes or parts of functions that are repetitive, monotonous, and occur in high volumes. This workshop focuses on hyperautomation will help you get acquainted with RPA and hyperautomation terminology, market trends, technology solutions, and use case alignment to the public sector.
- Digital Government and Education 2021(June 8, 2021; virtual) -- Government agencies are constantly working to improve the citizen experience, but since the COVID-19 pandemic forced users to interface more with their governments and higher education institutions from home, digital services have taken on a crucial role. This session brings together top decision makers across government and higher education to discuss the implementation challenges they have faced during this digital transformation and celebrate some of the many successes agencies have experienced.
- Meet Your Agency's Mission on Social (white paper) -- Today, reputations are built and destroyed on social media. With organic reach continuing to decline, every view could be your last chance to make a positive first impression and gain the public's trust. Simply put, your agency's brand is your most valuable asset on social media--and it's also your biggest risk.
- The Future of Digital Democracy (white paper) -- This paper includes interviews with a variety of experts in the field of digital democracy. These conversations were assembled with the ambition to share knowledge and contribute to the ongoing debate of improving our democracies - and preparing them for the future.