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Contact centers are essential to creating a satisfying customer experience (CX) for government agencies and their constituents. In this Government Technology Q&A, Jerry Dotson, vice president of public sector, Avaya Government Solutions, explains how the right CX platform lets government organizations implement new contact center technologies easily and efficiently.
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Other forms of digital ID will also be important for serving constituents online and preventing fraud.
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The public sector faces some unique challenges when it comes to IT management. Here’s what government IT organizations are doing to tackle problems and deliver a great user experience.
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It’s time for state and local governments to move fast and embrace change. To overcome challenges with legacy systems, public sector IT leaders must foster a culture of innovation, implement flexible cloud solutions, and improve the way they deliver services to their constituents.
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Upgrading your ITSM tool can boost efficiencies, save money and result in better service delivery for end users.
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A study found public-sector IT struggles with automation and ITIL. Learn how to tackle these challenges and gain insights into what other public-sector IT leaders are doing to solve these problems.
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State and local governments face ongoing workforce challenges, including budget constraints and difficulty competing with the private sector. Often, antiquated technology and outdated processes make it even harder to attract and retain new employees.
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To optimize business systems and deliver value to taxpayers, governments should focus on a modular strategy that allows them to stack solutions and applications that work together seamlessly — without having to overhaul all their business systems at once.
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Governments may be hesitant to invest in major upgrades, especially in today’s uncertain budgetary climate. Massive technology overhauls of the past — enterprisewide projects that took years to build and tens of millions of dollars to implement — often failed to meet expectations.
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You can’t serve the public effectively with manual processes and obsolete technologies. This is especially true in government, where business applications for functions like budgeting, procurement, payments, permitting and grants management are long overdue for replacement.
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Agencies and businesses desire quicker permit approvals. Automation via low-code tools and open source software streamlines processes effectively.
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From roads to bridges to drainage systems, a successful civic infrastructure project requires communication among all stakeholders. But communication challenges can arise throughout the life cycle of any infrastructure asset.
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Here are five things you can do to help eliminate IT resource drain within your organization and provide improved IT service to employees and citizens.
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Smart cities and cybersecurity are inseparable. When you start integrating the Internet of Things with infrastructure, a city cyber attack is, unfortunately, inevitable. But that doesn't mean it has to be successful.
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Numerous pilot projects in recent years have proven the value of artificial intelligence (AI) in government and paved the way for wider adoption. At the same time, state and local agencies are managing ever-growing volumes of data, with the intention of making more informed decisions and improving operations and services.
Industry Q&As
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When COVID-19 hit, government agencies had to face the reality that their continuity of operations plans were insufficient. Now, they must mature their resilience and strengthen their agility. Find out more in this video.
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Since the start of the pandemic, government and higher education employees’ production has increased, but their mental health and well-being has suffered. Find out more in this video.
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In this Government Technology Q&A, Marc Moffett, Cisco systems engineering lead for state and local governments, discusses what the roadmap for modernization will look like going forward.
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There’s no turning back from this new digital world of government. But here’s where we see the next opportunity.
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Tarrant County, Texas, has become a national model for its innovative site to speed up testing for its residents.
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Rather than take a phased approach to modernization, the City of Atlanta has simultaneously integrated three Oracle Cloud solutions to transform their back office systems. Finance, HR, and budget planning are seamlessly integrated.
