Jun 12 2024
Digital Workspace

Hybrid Work Strengthens Delivery of Citizen Services

State and local agencies see big benefits through working from anywhere.

In our increasingly digital world, providing a secure hybrid work environment has become essential for government agencies seeking to deliver critical services effectively. Forward-thinking organizations recognize the value of flexible work arrangements, not just as a temporary solution but also to drive lasting improvements in service delivery and employee engagement.

Hybrid work enables improved constituent service delivery and can help governments attract and retain top talent.

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Hybrid Work Enables a New Operating Model for Service Delivery

The shift to remote and hybrid models has enabled state and local government agencies to provide more responsive and accessible services to constituents. Whether it’s processing permits or administering social programs, these flexible arrangements allow staff to better meet the evolving needs and expectations of the communities they serve.

Hybrid Work Facilitates a Pipeline for the Government Workforce

In the public sector, where competition for skilled workers is fierce, hybrid and remote options give state and local agencies a competitive edge. Preparing and reimagining the workforce consistently ranks as a major policy priority for state IT leaders, according to research by the National Association of State Chief Information Officers. By offering the work-life balance and flexibility that today’s workforce values, governments can attract and retain talented individuals, even when salaries may not be as high as in the private sector.

Cisco’s Hybrid Work in Government Survey, published in January, revealed 88 percent of government hybrid work survey respondents are satisfied with their current remote work arrangement, and 86 percent consider the ability to work remotely as important in any future role, a response indicating hybrid work policies may help government’s ability to recruit and retain talent.

READ MORE: Agencies embrace modern workplace solutions for hybrid work.

IT Agencies Should Consider These Factors to Support Hybrid Work

While the benefits of hybrid work are clear, government agencies may face some obstacles when implementing new technologies and simultaneously ensuring comprehensive training. Effective change management and a focus on digital literacy will be crucial for ensuring a smooth transition.

State and local governments can look to the private sector for support in identifying the correct technology tools to support hybrid work and outlining a roadmap for implementing the most effective digital collaboration tools to enable those environments. A suite of tools including cloud-based communication and contact center platforms can facilitate seamless teamwork and service delivery across different locations and devices.

Leading collaboration platforms also incorporate advanced AI features such as real-time translation, content summarization and noise cancellation, making digital interactions more inclusive and productive.

Finally, a successful hybrid model requires robust security and consistent performance, even in varying network conditions. Government agencies should evaluate vendors based on their commitment to security, privacy and trust, reflected by extensive certification and compliance efforts, which ensure every product meets the highest industry standards.  

LEARN MORE: Hybrid work is a boon to workers and to citizen services.

Hybrid Work Results in Real-World Improvements for Government

The benefits of hybrid work models enabled by digital collaboration tools are already being felt in innovative government agencies across the country.

Take the City of El Paso, Texas, for example. It introduced a new service delivery platform, El Paso Helps, that has dramatically enhanced community access to essential resources. By embracing a flexible hybrid approach, the city has been able to facilitate virtual consultations and extend the availability of crucial services over Webex by Cisco. This has been a game changer, especially for residents who may have previously faced barriers to in-person visits.

And in Buffalo, N.Y., the city has seen a significant boost in productivity and efficiency within their critical call center operations. By integrating secure digital tools, such as shared online workspaces and real-time collaboration software, it’s been able to optimize workflows and communication with Webex Contact Center. The result? Quicker response times and vastly improved service quality for residents calling in.

These are just a couple of the real-world success stories we’re seeing as government agencies leverage the power of hybrid work and collaboration tools. By empowering their employees with the right digital solutions, these forward-thinking organizations are not only improving service delivery but also strengthening their connection with the communities they serve.

WATCH: State CIOs work to accelerate digital transformation.

Governments Embrace the Future with Hybrid Work

As governments continue to adapt to the hybrid work era, comprehensive digital tools are not only enabling superior service delivery, but also fostering a more engaged and productive workforce. This strategic approach is crucial for state and local agencies striving to meet the evolving needs of their constituents in today’s interconnected world.

Looking ahead, we can expect these enhancements in hybrid environments to have far-reaching implications for government operations. Increased flexibility, data-driven decision-making and deeper community engagement could become the hallmarks of a more responsive and resilient public sector.

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