Citizen Experience is a focus of the President's Management Agenda and the resulting IT Modernization Centers of Excellence. This focal point is a result of government receiving poor customer service marks (ranking them on par or below cable companies) year after year. Agencies have evolved from requiring citizens to visit a government office to fill out sheets of paperwork to online portals that provide much of that same paperwork online. It quickly became clear, however, that simply moving paperwork online was not the answer to improving citizen experience with government. Today the technology exists to take that online interaction to the next level.
Social media, Artificial Intelligence (AI), Internet of Things (IoT), video chat, text, and chatbots are being used throughout government to give citizens a more direct and personalized digital line to the agencies that serve them. Cities are using IoT to better communicate the whereabouts and schedule of public transport as well as air quality levels. AI is powering website chatbots and search functions allowing for more self-service of citizens looking to conduct business with the government 24/7.
But technology alone will not improve the government's customer service scores. The culture and morale of the government workforce also plays a huge role in the service that is delivered to citizens. Service representatives in government should be trained on new systems and shown how technologies will enhance, rather than replace, their jobs. Continue reading
From time to time GovEvents will come across information we feel our members and audience would benefit from. Here's something we wanted to share from Bob Gourley, Founder and CTO at Crucial Point LLC:
For the last decade enterprise architects have all known the importance of engineering continuous connectivity to cloud services. If you want to use the cloud you have to have a path to it.
For parts of the enterprise who may operate at the edge, where connectivity can be an issue, it has been hard to design solutions leveraging public clouds. Depending on the organization, edge users might have some mix of public cloud, private cloud, datacenter access and local compute, all complex and hardly optimized at all. Continue reading
Local governments are quickly becoming home to some of the most innovative applications of big data, analytics, machine learning, IoT, and artificial intelligence. This embrace of new technology is borne out of necessity. Local governments have had to get creative to meet the needs of citizens, demanding a more digital government, while dealing with tight budgets. Cities have introduced apps that allow citizens to report potholes, they have installed "smart" lighting to conserve energy, government organizations have opened up data to allow people to apply for permits online and see the status of their case, and so much more. Additionally, local governments are taking a new look at how to better use and correlate all of the data they hold to enhance city and public health planning.
In the midst of these exciting applications of new technologies, there are challenges. Privacy is a huge concern, both from a data perspective as well as images and information captured from IoT devices across a city. There's also a communication and publicity challenge. Citizen-centric apps and services do no good if people don't know they exist or don't use them. Similarly, there is a learning curve for employees and citizens, and developing the right training to encourage new technology use is critical. Continue reading
Artificial Intelligence (AI) is no longer just a plot line for science fiction movies. The reality of AI is not walking robots threatening to take over human tasks, but instead it is being implemented in our daily lives to complement the way people work and learn. For example, known by their first names Alexa and Siri, these AI figures will soon overtake Cher and Madonna as the most famous one-named women in the world (if they haven't already). AI is also what enables the instant customer service "representative" to pop up on a website to help answer basic questions. With its commonplace use in the commercial market, AI and machine learning are making their way into agencies across government.[Tweet "AI and machine learning are making their way into agencies across government. #GovEventsBlog"]
AI is becoming a key tool to help streamline response to citizen questions as citizen (customer) service has become a top priority across all government agencies. The IRS is beginning to use chatbots to help manage the 75 million phone calls, and 500 billion website visits from taxpayers each year (a number that will likely grow with tax changes). There's also interest in how AI can improve cybersecurity posture by automating more and more cyber monitoring so that systems are responding to threats at machine speed. AI also holds the answer to many big data challenges. The speed of automated machine processing can help agencies get more value out of the massive amounts of data they own for improved service, programs, and mission achievement. Continue reading
The Internet of Things, or IoT, is a system of interrelated devices that may have completely different uses, shapes, or sizes, but all have one thing in common-- data and the ability to transfer it autonomously. IoT can be the microchip that helps you find your lost dog, a monitor in a heart valve that alerts doctors and patients to irregular beats, a thermostat that you can turn on remotely, motion detectors that tell you when someone is approaching your door, and so much more. Building on these everyday applications, state, local, and federal agencies are finding ways to use IoT to better serve citizens.[Tweet "IoT was named one of the top subjects discussed at federally-focused events. #GovEventsBlog"]
Since IoT was named one of the top subjects discussed at federally-focused events, we wanted to take a closer look at how government organizations are tapping into the plethora of IoT devices, networks, and capabilities to improve our country's security and welfare. The major trends around IoT in government include:[Tweet "The major trends around IoT in government include: Smart Cities, Cybersecurity and more. #GovEventsBlog"] Continue reading