1st York County, Va.
York County is looking ahead, having released its Artificial Intelligence Roadmap, which addresses AI in governance, policy, workforce, legislation, public engagement and cybersecurity, with a goal of adapting to emerging technologies while maintaining a commitment to ethics, security and data privacy.
Internal technology processes have also been improved in York County with the adoption of ManageEngine ServiceDesk, which consolidated departments under one standardized ticketing system, now offering enhanced analytics along with improved resolution times. The county also introduced single sign-on for its new internal UKG Kronos platform, streamlining payroll and other tasks.
Digital government and engagement are achieved through a variety of online apps and platforms, allowing for bill payments, permitting, communication and more. The CivicPlus chatbot on the county’s website enables anytime access to information and has answered more than 4,300 questions, with an 89 percent success rate in providing accurate responses. Residents can be easily polled on any number of topics with the use of FlashVote. Residents can also access the county’s information and services at two newly installed kiosks, one at a local library and the other at the sheriff’s office.
Aerial surveillance and media production have been enhanced with the use of a new drone, equipped with thermal imaging and omnidirectional obstacle avoidance, used for tasks like inspecting the waste transfer station, which can be difficult and unsafe in person.
Finally, data services have been centralized within the county’s primary data center to improve system performance and accessibility. The move has reduced latency, improved network speeds and streamlined data management. Technology from TrueNAS was deployed for backup storage, which accelerated data recovery processes and offered improved protections against cyber threats, system failures and accidental data loss.
2nd Roanoke County, Va.
Looking ahead, the county has its eye on the future with a shift in capital management and planning. This includes taking advantage of vendor discounts with longer contract agreements and an organized approach to proactively planning project expenditures.
Despite being in the smallest population category, the county has not shied away from emerging technology. Its use of cloud storage and simulation technology is to ensure resilience in disaster situations. It also has an established AI policy with a working group, and it has begun leveraging AI to automate tasks in areas like transcription and pilot projects, such as a GenAI chatbot on the county’s main webpage. One unique AI use case is an AI-driven humanoid robot named Pepper, at the county’s library, which supports tech literacy and customer engagement for patrons.
Lastly, the county has steadily advanced its cyber risk management approach, hiring its first dedicated information security manager position in June 2024 and establishing a Security Operations Center the same year. That center, too, leverages AI in its operations.
3rd Calvert County, Md.
Funding woes and workforce shortages are among the challenges that Calvert County has faced over the past year, but the government’s tech professionals stepped up to help ease the pain. Redundant applications were consolidated. Underused software subscriptions were eliminated. Major hardware and network infrastructure purchases were renegotiated. Expanded quarterly reports helped offset staffing shortages by providing deeper workforce insights and better identifying areas that needed improvement.
The county’s tech operation didn’t just play defense, though. It deployed ServiceNow software for project intake work, streamlining IT requests and bringing more accountability to that task. Collaboration with other counties and state agencies covered such areas as cybersecurity and procurement and set the stage for longer-term savings and innovation.
The county, located along Chesapeake Bay, also started to use GeoAI — combining artificial intelligence and geospatial data — to better monitor shoreline erosion, property alterations such as new decks and other info to keep tabs on a vital regional resource, one that is experiencing rising sea levels and persistent pollution.
Meanwhile, the expansion of online service delivery through Encompass and other platforms is bringing 21st-century efficiency to permitting and licenses, and a new utility billing system allows county residents to pay up digitally without having to log in. Online payments increased from 500 to 1,200 in the first three months, no doubt contributing even more cost and time savings.
4th Nevada County, Calif.
Nevada County, Calif., home to the Tahoe National Forest, is a small county of just more than 100,000 residents, but it still got quite a bit done last year in terms of tech. One of its chief IT accomplishments was taking a leadership role in getting the county a new ERP system. IT helped lead the process of soliciting, selecting, contracting and ultimately managing the implementation of the new system, which replaces a different finance platform that had been in place for 20 years. As a result, the county’s financial management now features enhanced automation and better workflow.
Nevada County has also piloted a new chatbot on its website, with the goal of creating AI that is more flexible and better at giving residents feedback. This chatbot is also capable of providing answers with information from partner agencies, such as cities within the county and chambers of commerce. And if the chatbot can’t help people, it also provides a phone call option that builds off of the chatbot engine.
Finally, Nevada County continued to build this year on recent successes that it’s had in the area of digitizing its workforce management processes, including recruiting, application submissions and moving toward a paperless employee management system. The IT shop was able to implement a system called Leave Manager that internal employees can now use to request and manage their time off. IT was also able to stand up a new candidate screening department for the Sheriff’s Office, along with growing its internship and skills training program.
5th James City County, Va.
James City County, Va., recently faced a severe staff shortage in its 911 center, compounded by an electrical malfunction that pushed local leaders to merge operations with a neighboring jurisdiction.
This is one example of the county’s Information Resources Management top priority in action: promoting cross-agency collaboration to deliver seamless and effective services. Officials brought together two emergency communications centers with minimal disruption and no unanswered calls. The move required secure data connections, a unified computer-aided dispatch (CAD) system, integrated records management and sharing CAD data regionally. The county has continued this work by developing its data warehouse and leasing dark fiber for secure, reliable connections. All of this takes teamwork among county leaders, dispatchers, elected officials, and IT and emergency communications staff.
The Housing Division and the Police Department’s drone team also worked together on the annual Point in Time Count of people experiencing homelessness, using drones to survey areas too remote to cover on foot. The aerial surveys cut the time it took to locate people, assess needs and deliver services. The county plans to continue using this approach.
Meanwhile, its housing portal, chatbot, podcast, social channels and dashboards expand access to public services, which is another top priority, while ongoing software upgrades will streamline land management, risk management, revenue collection and recycling information. Finally, in terms of data security and privacy protections, work included improved endpoint protection, stronger password and access policies, expanded cybersecurity training and policy changes that align with new NIST standards. The county added AI-enabled security tools, modern phishing tests and encrypted databases to help protect constituent data. These efforts show how a county of fewer than 83,000 residents is using technology to keep critical services running, safeguard community data and expand what’s possible for the people who live and work there.
6th Coconino County, Ariz.
Coconino County, Ariz., has been busy modernizing how it serves residents, with big moves in cybersecurity, digital accessibility and cross-agency collaboration over the past year.
To better protect its systems, the county rolled out a new security risk assessment and remediation program. This helped identify potential gaps in cybersecurity and allowed the team to respond more proactively. The county also began implementing multifactor authentication across all systems to reduce risk and strengthen login security.
In digital services, Coconino focused heavily on making government more accessible. That included updating its website to meet the latest federal accessibility standards along with adding a real-time translation tool so that non-English speakers could navigate content more easily. Coconino also launched an internal application that allows departments to track data for strategic planning and measure service performance, giving county leaders a clearer picture of what’s working.
The county also rolled out a central technology governance group that brings together department representatives to help guide IT decisions – an approach that gives departments more input in how technology gets prioritized and helps to ensure new systems reflect real needs on the ground.
7th Bedford County, Va.
Improvements in broadband access and IT staffing have driven progress in Bedford County, Va., in recent years. With nearly $45 million in funding, the county has rolled out 1,134 miles of fiber-optic cable to deliver high-speed Internet to more than 15,000 previously underserved households. They’ve also created educational campaigns to show residents how to make the most of new services. Launched two years ago, the project aims to close the digital divide in more rural communities. By partnering with three Internet service providers and streamlining permits, Bedford County has accelerated progress and plans to connect 30,000 households by 2025. The initiative is already bringing new opportunities in education, telehealth and remote work.
Behind this progress lies the overhaul of Bedford’s IT department in 2024. Grounded in an independent study that revealed needs for modernization and upskilling, the county offered systematic improvements. Each team member went through a skills gap analysis, leading to personalized development plans and cross training. Updated job descriptions, reclassification of roles, salary adjustments and an updated, quantifiable interviewing method were all aimed at aligning the department to market standards. As a result, the average hiring cycle time dropped from six months to three weeks, and all vacant positions were filled in 2024.
8th Franklin County, Va.
In the last year, Franklin County leveraged emerging technology to improve its cybersecurity posture. By implementing AI-driven threat detection and response tools, the county improved real-time threat detection and reduced response times. And as part of a zero-trust initiative, the county implemented enhanced identity verification measures like multifactor authentication. Franklin County also invested in improving security through staff training initiatives that have reduced risks and improved workforce preparedness.
The county also made efforts to improve public safety with new technology for the sheriff’s department including body-worn cameras, in-car video systems and digital evidence management. The Emergency Operations Center was also moved to a more central location, improving emergency response, communication and resilience. Public safety will also get a boost thanks to the new Career and Technical Education Center, in which Franklin County Fire, EMS and e911 Dispatch will get 30,000 square feet of space. The state-of-the-art facility will have 17,000 square feet of manufacturing space to give students hands-on vocational training and help meet the workforce needs of local industry.
The county IT department is also prioritizing public health through a partnership with CompX to provide quick access to life-saving medications through 18 mobile pharmacies, benefiting both first responders and community members. Residents are also reaping the rewards of a continued initiative to expand broadband access thanks to millions in grant funding. More than 37,000 locations will get a connection, and residents can track progress and developments through an online portal.
9th Albemarle County, Va.
Albemarle County, Va., focused on solidifying its data infrastructure and improving digital equity for its residents this year. One major accomplishment within that was transitioning from a 20-year-old legacy permitting system to Tyler Technologies’ cloud-based Enterprise Permit and Licensing platform (EPL).
This modernization project was a massive undertaking that required county employees to clean and migrate legacy data as well as to integrate the EPL with existing systems like GIS. This meant that accurate mapping of critical data fields was vital. While completing the project was a significant achievement in itself, the county also took the important step of establishing an archive for legacy data. In the end, the ambitious project improved service delivery and promoted government transparency. Operational efficiency also directly improved. For example, the time needed to issue a building permit was cut in half due to improved data processing and reporting capabilities.
The county continues to make strides on the digital equity front as well. During the COVID-19 pandemic, the FCC launched the Affordable Connectivity Program (ACP) that offered a monthly $30 broadband benefit for eligible low-income households. At the time, the county provided a monthly $20 supplement to those same recipients. As ACP funds started to run out, the county worked to maintain Internet access for those who qualified. Now, residents can search and choose low-cost plans available in their area on the county’s community access website.
With more residents connected than ever, the county has shifted its focus to tackling remaining barriers to digital access. A new team of digital navigators was hired to provide basic digital training and one-on-one support for residents who need it.
10th Orange County, Va.
Orange County IT (OCIT) puts customer service at the forefront of its work, a priority that is evident across the agency. Together with the Communications Department, OCIT leads the county’s Digital Citizen Initiative, which aims to provide “anytime, anywhere, all citizens” access to services. Orange County Broadband Authority owns and operates FiberLync, a fiber-optic ISP, construction of which started in 2019. Thanks to a 2024 grant, the county reports that over 96 percent of addresses will soon have access to high-speed Internet from FiberLync or other providers.
In one recent resident-driven effort, OCIT helped the Office on Youth stand up an online registration and payment platform for the county’s before- and after-school child-care programs. The system also helps teachers track attendance and communicate with parents, and it offers built-in analytics. The county reports that more than half of parents now use the online system for payments.
IT staff work directly in county public safety departments like fire, EMS, 911 and the sheriff's office. Staff from IT’s GIS group recently worked with Fire and EMS to create an interactive hazardous materials map that can be accessed from laptops, tablets and mobile devices in the field. In other GIS work, OCIT helped launch the county’s new Real Estate Assessment Department, created to enable annual assessments, rather than every four years. To add a department without also adding lots of new employees, OCIT implemented tech like high-res street-level imaging and aerial photography designed specifically to meet the needs of assessments.
Click here to see all of this year's winners.
