Automated Responses and Fraud Detection to Endure
One state quoted in the Driving Digital Acceleration survey described the rollout of digital services during the pandemic as “10 years’ worth of deployments in eight months.”
In the survey, 74 percent of states said the biggest driver of expanded digital services was better online experiences for citizens. Many anticipated digital services and work practices instituted during the pandemic would remain in place, with 86 percent of states identifying remote work as a regular occurrence, 82 percent identifying enhanced security and fraud detection for web-based services, and 80 percent deploying additional web-enabled services.
Speaking on the NASCIO panel, Graeme Finley, principal for public sector advisory at Grant Thornton, said, “On one side, you have increased demand for online services and access to information. On the flip side, there is increased risk associated with cyberattacks and fraud in particular.”
To support enhanced digital services, many state governments turned to automation and emerging technologies, and CIOs were asked in the survey to rank those solutions that would continue post-pandemic. The top answers were chatbots for online inquiries, automated fraud detection, voicebots to support call centers, robotic process automation to streamline business practices, and mobile apps for contact tracing and exposure notification.