A CENTER FOR DIGITAL EDUCATION
RAPID ROADMAP
Rapid Roadmaps Rapid roadmaps feature actionable steps that will help the public sector implement a technology, create a strategy or tackle a large initiative. They provide practical suggestions in an easily consumable format and are incredibly valuable for higher-level decision-makers who may not have the time or bandwidth to read a longer content piece.
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Go-To Guides These 10- to 12-page guides are concise, easy-to-consume content that provide a critical resource for readers to understand a trending topic or technology and best practices on successful implementation. Go-to guides position you as an important thought leader and partner for public-sector agencies as they navigate new technologies. Leads and print distribution is also included!
A CENTER FOR DIGITAL GOVERNMENT Q&A | TYLER TECHNOLOGIES
Modernizing the Resident Experience
A CENTER FOR DIGITAL GOVERNMENT INFOGRAPHIC
Angela Fultz Nordstrom, vice president of strategy and growth for Tyler Technologies, explains how digital technology helps government agencies provide better service to the public.
Managed Application Services: A Force Multiplier Managed application services let agencies offload responsibility for running, maintaining and optimizing applications — enabling internal IT teams to focus on strategic priorities.
When someone wants to start a business, they typically interact with multiple agencies at all levels of government — federal, state and local. This often requires visiting multiple offices, completing lots of paperwork, and paying for various licenses and registrations. Technology can improve this experience by connecting similar steps in the process, while allowing each government entity to remain in control of their requirements. Digital tools like centralized identity access management and payment systems break down traditional agency silos, creating a one- stop experience. How can government agencies ensure digital services are secure and that data privacy is protected? Technology can connect agencies to residents and vice versa, but most important, governments must protect
residents’ data and act as good stewards of the public’s trust. When implementing digital services, agencies should evaluate technology to make sure they are safeguarding the data they have responsibility for — which includes everything from a person’s identity to payment information. Each agency has both the authority and expertise in how its data can be used and how it must be secured. Technology platforms that analyze the data can help agencies mature their data management practices and ensure that digital services adhere to data privacy practices. How should agencies evaluate the impact and success of digital initiatives? Before implementing a new service or solution, agencies can collect quantitative and qualitative data on how that process is currently handled.
How have expectations for digital government evolved? Residents expect services to be seamless, efficient and delivered in the ways they need. Technology can play a critical role in creating a secure and innovative digital government experience. Today’s solutions, ranging from payment wallets and identity management to enhanced digital forms and mobile transactions, help agencies build a connected digital government experience where residents can easily engage with their government and get the services they require. What government processes can be enhanced by digital services? Digital services can enhance almost any government process. Let’s look at one example — business registration.
Agencies are under pressure to modernize
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Artificial Intelligence AI helps agencies address the scale, complexity and urgency of their work in a way that human teams cannot. By rapidly processing vast amounts of data, automating workflows and learning as new data is added, AI tools give agencies a better understanding of the public-safety environment. They increase the efficiency and accuracy of crime prevention, detection, response, investigation and reporting. “The next generation of law enforcement leaders has to get a foundational understanding of AI and ML so they can do a better job of planning,” says Wright. “These things should be as important as understanding mental illness, firearms, police pursuits and other disciplines.”
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Simplifying and improving service access is the #1 priority for state and local government leaders
The following AI use cases can help agencies address emerging issues:
“I’ve identified younger officers who have the competency to be functional leads on some of our big projects. They appreciate the technology and are eager to put it to use.” Dennis Weiner, Chief of Police, Round Rock Independent School District
Cybersecurity. Law enforcement agencies are prime targets for hostile nation- states and criminal organizations. AI-informed cybersecurity tools quickly analyze threat intelligence, perform behavioral analysis to keep out bad actors, and automatically detect and mitigate threats such as phishing and ransomware. Social media. AI tools help officers mine and analyze massive volumes of social media data. Using these tools, officers can track real-time activities surrounding public events, prevent and investigate crimes, and understand public sentiment about community issues. Facial recognition technology. Agencies use this technology to identify individuals on terrorist watch lists and suspects in violent crimes. The technology can also identify older adults who have gotten lost and children who may be victims of human traffic king. Virtual reality (VR) training. VR simulates real-world scenarios and environments so new recruits and officers joining tactical support units can safely practice their skills. Content production (generative AI). Although many agencies are still vetting generative AI technology, officers are already using it to write reports and summarize information, detect patterns and trends for predictive policing, and answer questions about complex issues. “Generative AI tools allow me to ask better questions of data. For example, I don’t have to be a cybersecurity expert to type in something like, ‘Show me all the machines that are connecting to China that don’t have authorization to do that,’” says Wright.
CIOs are focused on protecting sensitive data, enhancing user experience and upgrading old technologies
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IT teams are stretched thin
Public Safety Guide
7
60 %
70 %
50 % of state CIOs expect to lose as much as 20% of their staff to retirement over the next year Almost
Nearly
More than
10
11
of counties need more staff with expertise in deploying and upgrading applications
of cities need more staff with moderniza- tion and process improvement skills
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