3. What’s the First Step for DX?
Identity and access management is the key underlying layer for any DX initiative. You need a way to authenticate and authorize users — whether they are citizen end users or staff — so they can access your services. Building a scalable, private and secure IAM system is the first step to any DX program.
4. What Are the Main Pitfalls That Local Governments Face with DX?
Disenfranchisement and abuse of digital services are the biggest stumbling blocks. If a service requires an internet connection, then it’s critical to have alternative ways to access that service, such as call centers, distributed internet kiosks (e.g., at libraries) and walk-in service centers. Make sure to have a red team as part of your DX process to analyze what you are doing from the point of view of someone who is looking to abuse or crash the system.
5. How Does DX Work Across Different Levels of Government?
DX is based on a rethinking of your processes, and acknowledging that many citizens don’t know whether something is the responsibility of city, county, state or federal government is a first step. This means that government agencies have to work together at multiple levels to build a citizen-focused set of services.