Government building with search bar
(Scoop News Group)

Digital Services — A StateScoop Special Report

State and local government tech leaders have been honing their digital services for years, but things are changing in 2024.

Public sector leaders have more tools than ever to provide the public with convenient and reliable access to benefits and information. They also face more threats and an increasingly complex environment to navigate as demand and expectations for convenience and accessibility escalate.

According to Lynn Overmann, executive director at the Beeck Center for Social Impact and Innovation at Georgetown University, state and local governments are “uniquely situated” to use the latest technologies to improve how they deliver services to the public and improve lives.

“Their proximity to the communities they serve gives them a pulse on the immediate needs and challenges of their residents,” she writes in a commentary for StateScoop.

Recent developments in generative artificial intelligence are opening new possibilities and posing new challenges. Despite the excitement, some CIOs told StateScoop they’re blocking generative AI on their networks while they iron out the details of how it can be used.

Underlying everything, broadband networks are expanding, but leaders told StateScoop that technology alone won’t get the job done: Many people need access to devices and training on how to use digital technologies.

Traditionally in-person services like libraries are becoming more digital, while digital services are adding in-person options to ensure agencies are catering to everyone.