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Arizona Pursues ‘No Wrong Door’ Approach to Online Services

Morgan Reed, CIO for Arizona, says the state wants to deliver streamlined services to citizens, but it’s not there yet. The state is currently seeking a partner to help establish a one-stop shop for online services.

Arizona CIO Morgan Reed
Arizona CIO Morgan Reed says that the lean initiatives already completed — like slashing the timeline for help desk tickets from an average of around 20 days to four hours and making the state’s hiring process largely paperless — have improved morale and outcomes.
David Kidd/e.Republic
Since the dawn of the Internet, technology leaders in government have pursued bringing services online and moving away from manual processes that require a visit to city hall or the office of the agency citizens need to interact with. But moving toward digital government is no longer good enough for a constituency that's grown accustomed to streamlined transactions with private companies online. 

Arizona Chief Information Officer Morgan Reed told Government Technology that his state now has more than 650 services available via online channels, but requiring citizens to visit that many websites is "not good business, not good tech." 

At the annual National Association of State Chief Information Officers (NASCIO) conference in San Diego in October, Reed talked about a mobile RFP the state recently issued in order to help it create a "no wrong door" experience for people interacting with state agencies. 

And as the state transitions its workloads and citizen data to the cloud, the security of the partners the state works with is paramount. As Reed explains above, the state has created a mechanism to evaluate potential providers to make sure they're up to the task. 

"We've certified over 80 different third parties, to be able to safely and securely store citizens' data," he said. 

Noelle Knell is the executive editor for e.Republic, responsible for setting the overall direction for e.Republic’s editorial platforms, including Government Technology, Governing, Industry Insider, Emergency Management and the Center for Digital Education. She has been with e.Republic since 2011, and has decades of writing, editing and leadership experience. A California native, Noelle has worked in both state and local government, and is a graduate of the University of California, Davis, with majors in political science and American history.