Tech Officials Seek to Enhance Digital Services
In September, NASCIO published “Creating A Citizen-Centric Digital Experience: How Far Have We Come?” The guide recommends actions that CIOs should take to enhance digital services for citizens, and Robinson reviewed those recommendations in the webinar:
- Create an enterprise vision and strategic roadmap
- Engage stakeholders
- Prioritize cybersecurity, privacy and identity management
- Embrace a “no wrong door” approach
- Create a promotional agenda
- Look toward the future
“A big gap that we identified in the current study was the fact that states are not marketing their availability to their citizens. And so, quite frankly, they don’t know that the states are delivering, in some cases, hundreds of services digitally that they can take advantage of,” Robinson said.
WATCH: State CIOs discuss the potential of generative AI in government.
AI will play a role in expanding government digital services, he added.
In “The 2023 State CIO Survey: The Force of Automation and the Reality of Modernization,” published last October, NASCIO asked state CIOs to identify emerging technologies that will be “most impactful” in the next three to five years. In the survey, 53 percent said generative AI, 20 percent said AI and machine learning, and an additional 8 percent said robotic process automation.
“We deliberately separated generative AI from the from the stack of artificial intelligence and other automated intelligence services simply because we saw such an interest,” Robinson said.
In the 2023 State CIO survey, NASCIO asked state CIOs which business processes will benefit most from AI in the next three to five years. In ranked order, the responses were:
- Digital citizen services
- Cybersecurity operations
- Fraud prevention and detection
- Procurement and acquisition
- Human resources
- Licensing and permitting
For AI within state government, “...the focus continues to be on enhancing digital services and improving processes,” Robinson said.