New York’s CTO says building digital services ‘cannot be disruptive’

Two years of responding to the COVID-19 pandemic have cemented the need for nearly every government to focus more on digital services. But as flashy as it might be to put commonly requested utilities on a mobile app, these innovations can’t be implemented if they compromise the functions they’re supposed to improve, the company’s chief technical officer said last month. State of New York, Rajiv Rao, at StateScoop.

“The pandemic has taught us that digital services are expected to be here to stay,” Rao said in an interview last month at the National Association of State Chief Information’s midyear conference. Officers. “Whether it’s DMV or unemployment or health and human services, we’re looking at all of them right now.”

The challenge, he said, is that agencies need to “reduce friction so citizens can take advantage of these services on a phone or iPad versus traditional walking in a brick-and-mortar space.” .

But there will always be services that can only be managed through in-person transactions. And, Rao said, digital services must be built without undermining existing services.

“We can’t be disruptive,” he said. “We must continue to provide services while moving to a new channel.”

This video is brought to you by Verizon.

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