Tag Archives: Citizen Experience

How Technology Is Improving Citizen-Government Relations

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When it comes to modernizing government, implementing new technology should not be the goal. The driver should be mission achievement improving service. Technology should not be the end solution, but an enabler of better processes.

With that in mind, we wanted to take a look at some of the buzziest technology solutions and see how they are enabling better citizen service.

Geospatial Data

A good deal of government service involves knowledge of a location. City, state, and federal governments need geospatial data to inform their work--from efficient emergency response to disaster preparedness and response, to the coordination of major events like Mardi Gras, marathons, and the upcoming World Cup and 2028 Olympics. Continue reading →

New AI Guidance, Similar Goals

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In early April, the White House Office of Management and Budget (OMB) released a pair of memos to provide agencies with guardrails for how they use and purchase artificial intelligence (AI). These memos replaced guidance issued by the previous administration but maintain many of the same structures.

The first memorandum, M-25-21, gives agencies three priorities when accelerating the federal use of AI: innovation, governance, and public trust. It states, "...agencies are directed to provide improved services to the public, while maintaining strong safeguards for civil rights, civil liberties, and privacy." The memo maintains items that were established under the Biden administration, including:

  • The creation of chief AI officer roles and AI councils "to serve as change agents and AI advocates, rather than overseeing layers of bureaucracy."
  • Implement minimum risk management practices for "high-impact" AI use--those applications of AI that could have significant impacts when deployed.

Continue reading →

GovEvents Presents the Government AI Event Top 10

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AI conference

Improvements in citizen experience, employee experience, government business efficiency, and cybersecurity have been key goals of the Biden administration. At the same time, as agencies have worked to meet mandates and goals for these focus areas, Artificial Intelligence (AI) has emerged as a mainstream technology to automate manual tasks and provide new insights to decision-makers. Applying AI as a way to meet administration goals has been a key discussion point in meeting rooms, the media, and government-industry events.

Earlier this year, GovEvents highlighted a number of events uniquely positioned to provide the right access to insights from technologists, implementers, and executives on the integration of AI into government systems and processes. The opportunities for AI-related education remain strong, with nearly 680 AI events listed on GovEvents.com this year. Continue reading →

State and Local Governments Building Trust with Transparency

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Citizens typically report more trust in state and local governments than in the federal government, but that does not mean that there is no work to be done on improving citizen experience and trust. A recent study found that about 45% of Americans have a less-than-favorable view of the trustworthiness of local governments. This number has become worse since 2017, when only 40% expressed a less than favorable outlook.

Key to building trust is transparency--showing the work being done, the reasons decisions were made, as well as the process for obtaining services from government. With more and more government services moving online, it would seem that this transparency would be easier than ever to provide, but in fact, the digitization of government can often have the opposite effect. Continue reading →

Citizen Service for the Most Vulnerable

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Citizen experience is a key priority across government. Agencies are taking a new look at citizens as customers and simplifying how they deliver services. At no time is that simplification more important than at times of crisis. The government provides critical support to citizens impacted by natural disasters, public health emergencies, terrorism, and economic insecurity. There are some incredible examples of how government is applying technology to meet the needs of vulnerable populations.

Supporting Homeless Populations

Austin, TX is using the Homeless Emergency Management (HEM) Tracking and Prioritization Tool as part of its larger efforts to understand and support the city's homeless population. Field staff use the tool to capture information about homeless encampments that includes factors related to health, safety, and impacts on infrastructure, property, and environmental health. This data is collated into a score that helps prioritize areas for intervention.

Before this tool, departments across the city were collecting different information and had no uniform way to evaluate it. The HEM Tool applies a citywide lens to encampment response, enabling prioritization and resource deployment to those that present the biggest risks, supports consistent encampment data capture, and improves citywide understanding of needs, risk and trends. Continue reading →