Current Situation

Many governments are working to consolidate all agency and departmental information into centralized websites for easier access and transactions, linking citizens to multiple services without forcing them to go to each department individually. While helpful, these centralized websites often link to distinct, separate departmental websites, which in turn still lack a clear and easy user experience for navigation. In a similar effort to improve civic engagement, local and state governments are setting up nonemergency call centers to offload calls for services from emergency systems. These non-emergency call centers are developing into a multichannel tool for resident engagement and government operations.

Goals & Objectives for Digital Transformation

To provide a one-stop shop for access to government services and information, making it easier and more convenient for users to conduct business with government entities. Also, to collect information on non-emergency issues directly from the public via a variety of methods; such as mobile apps, social media, texting, as well as phone calls. Enable call response to service requests more efficiently, improve customer service, and provide proactive information to residents. A key goal: provide more services online and via other means than more-expensive call centers.

Technology Deployed

  • Cloud services
  • Content management apps
  • Data management
  • Enterprise portals
  • Online payment systems
  • Web self-service
  • Social media
  • Text services
  • Mobile apps
  • Work order systems
  • Field worker apps and devices

Use Case

Omni-channel government portals consolidate systems to enable users to access information and digital services, such as paying a parking ticket or filling out forms in a central location. Some include interactive features beyond simple transactions like contextualized search and resident online accounts. Next-gen non-emergency services enable the public to interact with the city via web self-service, mobile apps, social media sites, email, chat, text, and phone to proactively report issues and make service requests. In addition, governments can personalize mass communications to citizens, alerting them to issues that affect daily life such as trash pickup and school closings.