Forced by the pandemic and remote work requirements, agencies at all levels of governments made a pivot to digital services quickly in 2020. Now, many organizations are pausing to evaluate their progress so far and create a strategic plan to target new opportunities, evaluate customer expectations and experience, and address workforce training needed in the new environment. As part of this digital re-evaluation, agencies will need to get buy-i...

Emerging technologies have always offered the promise of better, faster, cheaper processing and problem solving, but they also bring a host of challenges with them, from security and operational issues to privacy concerns. The past year has also shown that necessity remains the mother of invention, as agencies moved to adapt technology to remote workplace models, as well as roll out new services and capabilities demanded by the pandemic. Where...