Digital government initiatives often highlight citizen services portals to change the way residents interact with local government. But how does government deliver on the promise?

The Tennessee Department of Human Services (DHS) is redefining customer service at the state level, following a state-wide process improvement and modernization initiative. 






State and local government information technology (IT) officials spoke about their progress modernizing IT service and customer service delivery at ServiceNow’s Knowledge 2019 conference on May 8.






The city of Minneapolis deployed IT Service Management; then expanded the effort to create an enterprise platform to improve productivity and collaboration throughout the City.






The State of Tennessee cut IT procurement processing time down by 92 percent with an asset management overhaul and a new digital procurement process. Andy Kidd, Tennessee’s director of business operations, shared lessons learned at ServiceNow’s Knowledge 2019 conference in May.






North Carolina is consolidating and optimizing enterprise IT functions across the state. The goal is to achieve economies of scale, gain new analytical capabilities, and deliver unique experiences for state agencies and divisions. 






The New York State Office of the Comptroller’s IT team wanted to deploy new processes and tools to address their 3,000 employee’s IT service requests, recognizing that delays impact both employees and the citizens they serve.






elections voting vote

On their second day in charge of the House, Democrats debuted H.R. 1, the For The People Act, which features a wide range of election security and modernization measures, including cybersecurity standards for voting machines, an election security bug bounty program, and a requirement for online voter registration.






Federal Communications Commission (FCC) Chairman Ajit Pai announced Friday that FCC will investigate last week’s nationwide CenturyLink outage, which impacted 911 service across the country. The outage, which primarily impacted Western states, began shortly after 8 a.m. ET on Dec. 27 and was resolved by 9 p.m. ET on Dec. 28.






The Tennessee Department of Human Services (DHS) tackled a customer service dilemma that had reached critical mass by implementing a new customer service management (CSM) solution, and came out of the ordeal with lower customer wait times, a renewed and energized staff, and a demonstrably strong value proposition to satisfy the bottom-line demands of the state’s Federal funders and support a statewide service rollout.






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