Improving Citizen Experience Is Driving State & Local CIOs

By Rachel Eckert, SLED Manager

CIOs are looking to engage citizens in the way they would like to be engaged – be that through the traditional in-person experience, on the phone, online, through social media or even using AI and chatbots. This was one of the major themes this year that came out of the recent Beyond the Beltway conference (besides the ever-present cybersecurity of course). Both state and local CIOs listed improving the citizen experience as one of their top priorities.

Speakers agreed that no matter the engagement method, the process should be seamless to the citizen, almost like a “one-stop” shop for everything a citizen might need from the government. Read more of this post

What is a Smart City?

By Rachel Eckert, SLED consultant

Most of us who have been in and around the state, local and education space (SLED) have seen the term “smart city” more times than we can count. A simple search for “what is a smart city” returns dozens of examples, definitions and solution sheets that explain specific implementations being done under the heading of “smart city.” In a nutshell, a smart city is one that aims to improve the delivery of services to its citizens using technology.

That’s a simple definition and easy enough to understand, but, how does a city become smart? What technologies do they use to be smart? How does a vendor approach a city to make it smarter? And when you add in the typical SLED wrinkle with each city being its own fiefdom, finding a common definition and a strategy to target a smart city is understandably difficult.

Let’s dive into that definition a bit deeper. Cities provide all sorts of services to their citizens including public safety, transportation, health care and more. Each year, cities see their populations grow, thus increasing the number of people to whom they must now provide those public safety, transportation or health care services. The problem is that most cities aren’t seeing the same increase in budgets, leaving them with taxed resources and an ever-growing mission.

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