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Improving Online Experiences Is Key to Expanding Digital Government

March 31, 2021

Government agencies have faced challenges in providing citizen services during the coronavirus crisis, particularly at the beginning. Taxpayers could no longer walk into a government office to receive an identification card or to pay a fine, and yet many local governments were still dependent on physical offices to complete such tasks.

Although it happened to a greater degree in the private sector, the public sector embraced rapid digital transformation during the COVID-19 pandemic, moving online many services traditionally rendered in person. IT agencies focused specifically on capabilities to complete transactions online.

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