Digital Government Rising: How AI is Providing New Opportunities to Deliver Value

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This report is a follow up to a 2019 survey by NASCIO, The Center for Digital Government and IBM, exploring how state CIOs and other state technologies are thinking about artificial intelligence. This follow up study includes new interviews with state CIOs in the wake of COVID-19 and the increased use of chatbots and other AI to respond to the pandemic. The report also details new pilot projects and uses cases for AI outside of COVID-19.

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How will the power of emerging technology help reframe your future?

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State CIOs are under increasing pressure to deliver a seamless, digital experience to citizens while providing key IT infrastructure support for state agencies. They will likely be asked to do more with less as state governments face ongoing budget pressure, especially in light of revenue shortfalls related to the COVID-19 pandemic. In this survey from NASCIO and EY, we explore how states are (or are not) governing their use of emerging technology, the challenges they face, and what technologies will be most likely used in their states.

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The 2020 State CIO Survey

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2020 is a year that has undoubtedly been defined by the COVID-19 pandemic. In this eleventh annual state chief information officer (CIO) survey, we received the perspective of 47 state and territory CIOs on the extraordinary and unprecedented challenges they faced this year. In addition to directly addressing the issues and lessons learned by CIOs in responding to the pandemic, we also received updates from CIOs on many of the tradi­tional topics covered by the survey, including CIO organization business models, digital government, adoption of cloud and emerging technologies and state and local collaboration. As might be expect­ed, there was not a single topic area where the pandemic did not impact state CIO experiences in some way. The continuing work to address the immediate challenges of COVID-19 and to prepare for the long-term impacts to state and citizen work and personal lives is reflected throughout this year’s survey.

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Emerging Technology Governance Survey

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Learn about how states are governing the use of emerging technology in this overview of a new study and survey conducted by NASCIO and EY. State CIOs share insight on governance, trends and challenges in adopting emerging technology, and provide recommendations for states to successfully incorporate emerging technologies into their governance.

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Deep Dive Session: Low Code/No Code Development

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Low Code No Code – Old Code New Code?
In the recent NASCIO CIO 2020 Survey, 1/3 of the state CIOS indicated Low Code No Code solutions as one of the top emerging technologies. That sounds great, but how do you leverage these emerging technologies and gain cost efficiencies with your existing platforms from mainframe to distributed services?  DevOps maturity is a challenge for many organizations. The imperative to deliver apps faster with fewer defects has proven to be difficult. According to Gartner, by 2024, three-quarters of large enterprises will be using at least four low-code development tools for both IT application development and citizen development initiatives. The advancement and popularity of low-code application platforms (LCAP) promises to offer productivity gains for DevOps and test automation practitioners. In this session, you will gain insight on the impact of low-code/no-code on DevOps in the enterprise – Skillsets needed for successful LCAP implementation – The reality of low-code/no-code for test automation in DevOps.

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Deep Dive Session: CIO Perspective on AI/Automation

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NASCIO and the Center for Digital Government, with support from IBM, surveyed state government leaders about the potential and promise of artificial intelligence (AI) approximately one year ago. At the time, AI was just starting to gain traction in state government. A lot has changed in 12 months. Today, after facing massive upheaval from the COVID-19 pandemic, state governments are using AI more than ever before to gain efficiencies and more quickly respond to increasing numbers of constituents who need vital services. To better understand the role and impact of AI during the COVID-19 outbreak and beyond, NASCIO, IBM and the Center for Digital Government called on state CIOs – in the form of in-depth interviews – to discuss their strategies and plans. This session will review key findings from these interviews and highlight the innovative ways agencies are currently using AI, machine learning and robotic process automation.

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Chat with Us: How States are Using Chatbots to Respond to the Demands of COVID-19

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When the COVID-19 pandemic hit the United States in March 2020, states experienced unprecedented surges in online inquiries and transactions. Many digital services and call centers supporting government services were overwhelmed.  Citizens were frustrated and the states needed to respond quickly with new approaches.  Automation, in the form of chatbots, was quickly developed and deployed to supplement existing human resources.  NASCIO research estimates that today around three-quarters of states are deploying chatbots to assist with questions on unemployment insurance, general COVID-19 questions or for other state agencies that may be receiving unusually high traffic due to the pandemic. These chatbots have responded to millions of citizen questions and continue to learn and build on the existing knowledge base.  This publication includes state examples, predictions for the future and links to state chatbots.

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Award Recipient | Washington: Using UAS Technology in Collision and Crime Scene Reconstruction

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State IT Recognition Awards Recipient in the category Emerging & Innovative Technologies

The 2019 State CIO Survey

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In its 10th iteration, the 2019 State CIO Survey, The Responsive State CIO: Connecting to the Customer, takes a deep dive into how state IT leaders are targeting their responses to customer needs, in addition to managing the evolving IT responsibilities of state leaders. The survey is a joint publication of NASCIO, Grant Thornton LLP and CompTIA and includes responses from 49 state and territory CIOs on a range of issues. Two new topics for this year are customer relationship management and state and local collaboration. The 2019 State CIO Survey also highlights CIO business models, IT cost management, workforce, cybersecurity, performance management, acquisition, cloud services, digital government, data management and analytics and emerging technologies.

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