8. Vermont Agency of Digital Services

Location: Montpelier, Vermont


Most state IT departments say they want to be helpful business partners and provide intuitive citizen services, but when Vermont consolidated its IT shops in 2017, it put its money where its mouth is by becoming one of the first to put “digital services” in its name. It recently completed a Medicaid modernization project that reduced the enrollment cycle time from 120 days to just 20 days. A new agriculture self-service licensing system saw an immediate 76 percent customer adoption rate and collected $600,000 within 30 days. Vermont CIO John Quinn told StateScoop the agency’s formative years have passed as it now enters a new phase of maturity, with more improved citizen services to come, like a new small-business portal. “The point is to make it easier to do business with the state,” Quinn said. “We reinforce this with our employees on a regular basis. Our vision is to provide government services that are secure and easily accessible to all people.” Asked if the agency is living up to its name, he said, “I think we are.” With thoughts of cybersecurity never far off, the agency’s Twitter account is also doing its part to help keep residents safe online:


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