During the pandemic, many social services programs were forced to modernize to get assistance to those in need faster. While these efforts brought short-term success, they also demonstrated the importance of phased approaches to longer term transformation. Instead of embarking on a multi-year, complex and monolithic effort, agencies can take a new, modular approach to social services modernization to automate everything from eligibility to pay...

The logistical challenges associated with the COVID-19 vaccine rollout are immense, and news of distribution failures nationwide are growing. In the urgency to vaccinate our population, the right citizen experience is critical, yet in most areas of the country there are numerous gaps in the vaccination experience journey. Join experts from Governing and TTEC on February 17 at 11:00am PT/2:00pm ET as we explore how some government and healthcar...

COVID-19 has created significant economic challenges for small businesses throughout the country, especially businesses owned by people of color. The continued fight against systemic racial discrimination compounds the urgency of addressing these challenges. In 2018, Living Cities and the Citi Foundation launched the City Accelerator on Local Business and Job Growth to provide an opportunity for five cities to work collaboratively over the cou...

Government agencies throughout the country face a stark financial reality as a result of the COVID-19 pandemic. In just four months, state and local governments furloughed or laid off 1.5 million workers – twice as many as in all of the Great Recession. The Center on Budget and Policy Priorities estimates state budget shortfalls will total $555 billion over state fiscal years 2020-2022. To survive these challenging times and continue ser...

The COVID-19 pandemic placed a huge burden on government agencies, especially those that suddenly faced skyrocketing call volumes. Meanwhile, the rapid acceleration to remote work upended the norms in the traditionally brick-and-mortar call center environment. This unexpected shift may have exposed gaps in how prepared agencies are to manage a sudden surge in demand, but it also presents an opportunity to consider what future contact centers c...

One clear lesson from COVID-19 is that digital services are a vital part of government resiliency strategies. When social distancing requirements made in-person government transactions undesirable or unavailable, web and mobile channels became some of the primary means for delivering services to citizens and businesses. This session will explore: • How the COVID-19 experience is shaping digital services strategies going forward• Best...

Citizens are looking for greater digital interaction and increased access to services than what is currently provided by state and local governments, especially during time of crisis. The Center for Digital Government recently conducted a survey of government technology leaders to better understand their priorities, concerns and constraints related to online services post COVID-19. Join us July 16 at 10:00am PT/1:00pm ET to hear the results of...

In a crisis, government communication with citizens must be clear, consistent and broadly available. This session will explore how states and localities are communicating authoritative information about COVID-19 to the news media and directly to citizens to explain evolving conditions and policies, and to counter misinformation. We’ll look at best practices emerging from the pandemic response and what they mean for public sector communic...

An urgent need to slow the spread of COVID-19 and protect employees forced state and local agencies to rapidly implement remote work. As the nation slowly recovers, what’s the lasting impact on how and where public employees work? This session will unpack lessons learned from the immediate response and explore how the COVID crisis may shape long-term workforce strategies. Our expert panelists will cover: -- The connection between remote...

After several months of economic shutdown, states are beginning their recovery. As government leaders navigate this critical period, they face a slew of complex decisions, including how to best reopen government offices and safely return public employees to work, how to implement sustainable remote work and digital services to improve resiliency, and how to streamline regulatory processes to support renewed business activity. On June 5, expert...