Modernizing State Services: Harnessing Technology for Enhanced Public Service Delivery
One of the most significant challenges confronting policymakers lies not in the generation of innovative policies, but rather in effectively executing them. Numerous policy aspirations in the past decade have been impeded by subpar implementation, frequently stemming from an insufficient understanding of service delivery via digital platforms.
The COVID-19 pandemic has only heightened the urgency for state governments to strengthen their digital service delivery, as the inadequacies of traditional methods were laid bare by the collapse of unemployment websites in New York and other states, unable to cope with the sudden influx of claims filed electronically during the crisis. The Virginia Department of Education’s funding estimates for schools included a $200 million spreadsheet error that had to be subsequently walked back. But these are longstanding challenges. California Assemblyman David Chiu lamented, “Nearly every month, we’re informed about yet another disheartening IT failure within state government. The ongoing struggle with technology at the state level spans years—if not decades.”
The Tech Talent Project, in collaboration with scholars at the American Enterprise Institute, the Beeck Center for Social Impact + Innovation at Georgetown University, and New America, along with input from 150 nonprofit, government, and technical leaders, released a series of memos offering guidance on how states can quickly and effectively build technical capacity to deliver on policy outcomes while avoiding past pitfalls.
The memos highlight best practices for states to learn about, focusing on foundational tools such as tech talent, data practices, procurement processes, and cybersecurity. These memos also address critical program areas, including broadband access, child welfare, education data systems, safety net program coordination, and unemployment insurance.
There are five broad takeaways from these memos:
Federal dollars present an opportunity to catalyze modernization efforts. The funding provided under the Infrastructure Investment and Jobs Act (IIJA), CHIPS and Science Act, and Inflation Reduction Act will require states to develop more robust data practices to guide investments and create the opportunity to rethink service delivery in implementing state priorities.
Modern government runs on data. Data serves as the lifeblood of effective government service and decision-making. It also plays a vital role in transparency, efficiency, and accountability in government operations to streamline services and allocate resources more effectively. For example, states with more robust data practices were able to challenge federal broadband mapping data which in turn could result in additional funding for their states.
State agencies need leaders with modern technical experience. To deliver 21st-century government services, Governors and cabinet members need leaders with technology expertise to help design and implement policy priorities.
It is imperative for state policymakers to champion the modernization of procurement processes, as this will significantly bolster the potential for technology systems to deliver on policy outcomes. By implementing cutting-edge, efficient procurement practices, states will not only enhance the likelihood of technology projects reaching their full potential, but also ensure that these projects contribute meaningfully to achieving the intended goals of policy programs.
Cybersecurity must be a consistent state priority. With increasing and evolving cyber threats, governments must focus on their cybersecurity workforce to ensure sensitive data is protected on government systems. The IIJA has allocated $1 billion in cybersecurity grants to help state and local governments assess and enhance their existing cybersecurity strategies, develop a skilled cybersecurity workforce, launch statewide initiatives, and proactively safeguard against potential cyberattacks.
By implementing the best practices outlined in these memos, states could make significant progress in improving their technology capacity to better serve their constituents. Governors’ offices, agency leaders, and key decision-makers must work together to build momentum, hire senior-level positions with technical expertise, and focus on delivering services effectively. Already, New York Governor Kathy Hochul announced plans to appoint the state’s first Chief Customer Experience Officer, and Pennsylvania Governor Josh Shapiro signed an executive order focused on improving the digital experience of state residents.
Investing in modern technology and infrastructure will not only help states navigate the challenges of today but also prepare them for the future. By learning from past mistakes and embracing new opportunities, state governments can improve the lives of millions of Americans and build a stronger, more resilient nation.