Simplifying the Work

State and local governments are concentrating on improving internal operations in order to deliver services more efficiently and cost-effectively. In plain terms, agencies want to simplify the work employees do and the steps constituents must take to receive services.

State-level CIOs are looking to reduce operational friction, leverage technology to automate processes, and streamline bureaucracy for both employees and the public. For instance, agencies are automating repetitive, rules-based tasks, such as digitizing frequently used documents to send and receive; defining principles that minimize the need for citizens to submit the same information multiple times to different agencies; and asking employees for suggestions to remove bottlenecks in their processes. 

Learning Objectives:

• Understand your agency’s workflow and where bottlenecks, duplication, and repetitive tasks slow down performance
• Evaluate the customer experience and how to align digital services with their needs, such as consolidating agency-wide digital phone, and in-person experiences to reduce friction
• Delineate metrics that can track performance improvements and employees’ job satisfaction