In general, the plan, which outlines some of the administration’s tech goals for the next two years, focuses on more investment for electric vehicles and building up “personalized and efficient one-to-one customer support” for services while offering “best-in-class” digital experiences for residents.
The plan seeks to advance ideas and initiatives previously created by the state’s Digital Service team and others.
The administration intends to spread the success already seen in such areas as digital IDs and the myColorado app to further improve such areas as unemployment insurance, user-centered design, analytics, product management and other areas, according to Shelby Wieman, a spokesperson for the governor.
A big part of the effort is dealing more efficiently with residents.
“Efficient one-to-one customer service is most impactful in areas where individuals rely on timely responses for critical needs,” Wieman told Government Technology via email. “Key examples include things such as receiving emergency rental assistance, accessing mental health crisis support (via 988 and the Colorado Crisis Line), and simplifying interactions for unemployment insurance and FAMLI,” referring to the state’s Family and Medical Leave Insurance program.
Further investment in contact centers will help advance all that, Wieman said.
The plan calls for “bringing together leaders” from eight agencies that already run busy contact centers to form what the state calls a “community of practice” that will use experts, best practices, customer feedback and other tactics to improve key metrics. The state also plans to create a dashboard in the first half of the year to show its progress in contact center improvements.
“In Colorado, we are committed to making government more efficient, sustainable and responsive to the needs of all Coloradans,” Polis said in a statement. “This operational agenda outlines our goals and how we will achieve them.”
