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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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Simplifying and improving service access is the #1 priority for state and local government leaders
CIOs are focused on protecting sensitive data, enhancing user experience and upgrading old technologies
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IT teams are stretched thin
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
9
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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