TechCA member companies collaborated over the past months to develop recommendations for government agencies to consider in ongoing modernization efforts.    Ranging from many of the world’s most recognizable brands to small consulting firms, the industry provided input in five main areas that illustrate opportunities to have wide-ranging impacts by relatively easy and modest investment in both resources and staff time.  

Innovation is spurred by taking a new approach and allowing for the perceived risk of trying something new to be reframed as lessons learned, which in turn improves processes and creates ongoing benefits.  

There is an influx of funding and the immediate need to improve service delivery in the post-pandemic era.  The technology industry stands ready to assist with ideas for quick modernization efforts. 

Workflows—Reimagine workflows. Workers are shifting to remote work, digitizing paper processes, instituting process mining and workflows to achieve remote approvals and team contributions. Business processes are being reengineered and using cloud and remote-accessible solutions for document management are all considerations that are a vital function as departments deal with the new work model. 

Integration—Automate APIs. It is sometimes not practical or efficient to migrate off existing mainframe servers.  Integration through application programming interfaces (APIs) as an alternative to completely ditching functioning but perhaps dated systems can present agencies with an opportunity to quickly access data in a number of sources and present and use that data in new interfaces without completely building new systems and migrating data. 

AI/Automation—Automate information gathering.  Call centers are a prime example of an opportunity to easily and inexpensively automate and free up staff to function on more complex use cases or other programmatic functions. Functions such as outreach, receipt of incoming calls, and even scheduling can be managed with standard information-gathering tools. This is now standard in much of the private sector and the State can also benefit from a policy of “automation first” for call centers. The results of such a policy will reduce call center human-to-human activity by reserving calls for unusual cases or interactions only and will result in significant savings for the State of CA. 

Data Strategy – Efficient data management programs leads to data driven organizations which also enables growth into cutting-edge data warehouse analytics. Time-consuming, predictive, and repetitive  functions such as data gathering, building data analysis models, and dashboarding can  be selectively shifted to private sector partners resulting in state staff having more time to focus on swiftly serving citizens and managing program implementations.  

Remote Work– Enable ‘work anywhere’ by adopting digital signatures, allow for virtual meetings, only issue mobile computing devices, provide human resources self-service, streamline and automate procurement processes and travel expense processes ensuring mobile applications whenever possible.  Generally, employers should change policies that may restrict your staff’s abilities to work from anywhere—This has shown to increase worker productivity and reduce costs and environmental footprint.