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Online Services: A Gateway to Operational Resilience and Citizen Engagement

Digital Services: Developing Operational Flexibility and Citizen Engagement 

Digital services, such as online permitting, licensing, and 311, were once considered a convenience. Now, they are critical to help residents, businesses and government workers thrive in the “next normal.”  

A number of trends and challenges drive the need for next- generation digital services. 

In a recent CDG survey, nearly 68 percent of respondents said they plan to modernize benefits-related services, and 52 percent plan to modernize services related to citizen requests (e.g., 311) within the next 12 to 18 months. 

Successfully adopting digital services requires a new generation of special-purpose, pre-built tools. These tools allow states and local governments to streamline records management and back-office processes, enable self-service permitting and forms filing, simplify citizen access to vital services such as unemployment insurance and social services, and more. They can also address some of their most pressing challenges related to funding, staffing and legacy technology. 

Download our guide to digital services today! You’ll learn more about automating back-office operations and offering citizen-facing online self-service options to meet critical public needs now and in the future 

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