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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Achieving the Promise of Artificial Intelligence

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This year, NASCIO and the Center for Digital Government, with support from IBM, set out to understand state CIOs’ motivations, plans and deterrents around AI adoption. The survey, Delivering on Digital Government: Achieving the Promise of Artificial Intelligence, yielded responses from 45 states. The results reflect state leaders’ eagerness to gain efficiencies and free up their workforces for higher-value work, tempered by caution due to concerns around lack of data maturity and privacy policies, as well as a dearth of employees with the necessary skills for AI adoption.

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The 2018 State CIO Survey

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As internal and external pressures continue to mount, state technology leaders say they are confident that by building strong teams and embracing new products and development processes, state IT departments will be able to improve how they serve government agencies and residents. Those and other factors contributed heavily to the 2018 State CIO Survey, State CIO as Communicator: The Evolving Nature of Technology Leadership. The survey includes responses from all 50 state CIOs on a range of issues, from evolving business models to workforce and budget to access to innovation and facing the future. Respondents to this year’s survey represent more than 150 years of collective service as a state’s top technology official.

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Ready for Prime Time? State Governments Tune in to Artificial Intelligence

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As artificial intelligence (AI) becomes more and more a part of our daily lives, we are seeing state governments and state CIOs turning to AI for a broad host of applications. This publication discusses the definitions around artificial intelligence (AI), as well as the challenges, opportunities and applications for state governments. The report also lays out several examples of how states are using AI, along with considerations for its development and implementation. From their role as change managers, to involvement in procurement, the publication also outlines the implications for state CIOs.

 

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Game Changer: How Blockchain Can Help Improve Service Delivery

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Bhanu Narayana, Infosys Public Services presents How Blockchain Can Help Improve Service Delivery from the Game Changers session at the NASCIO 2017 Annual Conference in Austin, TX.

In 5 minutes, speakers highlighted a future disrupter for state government.

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Game Changer: Rise of the Humans

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Cliff Justice, KPMG presents Rise of the Humans from the Game Changers session at the NASCIO 2017 Annual Conference in Austin, TX.

In 5 minutes, speakers highlighted a future disrupter for state government.

 

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Game Changer: Using Augmented and Virtual Reality to Address Workforce Challenges

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Ken Glass, Dell EMC presents Using Augmented and Virtual Reality to Address Workforce Challenges from the Game Changers session at the NASCIO 2017 Annual Conference in Austin, TX.

In 5 minutes, speakers highlighted a future disrupter for state government.

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The 2017 State CIO Survey

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The National Association of State Chief Information Officers (NASCIO), Grant Thornton LLP and CompTIA have collaborated for an eighth consecutive year to survey state government IT leaders on current issues, trends and perspectives. The survey sponsors seek to provide these state government IT leaders with an opportunity to voice their thoughts and opinions on matters of high importance. The role of the state CIO is being transformed by challenges to traditional business models, by emerging technologies that have the potential to redefine what we consider as “IT”, and by the drive to implement digital government. Governors, legislators and business leaders can benefit from these knowledgeable insights about essential state IT services.

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