This is part one of a three-part “Digital Government 101” series, showcasing the work of New York City’s Office of Technology and Innovation, shared in partnership with the Georgetown University’s Beeck Center for Social Impact + Innovation. The Beeck Center and U.S. Digital Response We are co-coordinating a peer learning network for those working in digital government. Digital Service Network. DSN is an evolving network that connects digital service professionals and teams so government can be responsive, open, accessible, and accessible to all. The insights in this series are from presentations by Katherine Benjamin, the deputy chief technology officer for digital services in the Office of Technology and Innovation and Alexis Wichowski, the office’s deputy chief technology officer for inclusive innovation.
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Governments are transforming the way they operate, using new technologies and revamped processes to improve services and residents’ experiences. In the past, government processes were focused on physical service delivery. Governments are now positioning themselves as digital-first organisations. Yet, governments’ lack of experience being digital by default, coupled with an ongoing shortage of in-house technology talent, has left them scrambling to keep up with technology needs.
Digital Services and Their Importance
Digital services are being invested by government for many reasons. Because digital services are what residents expect from the private sectors, they also expect similar services from government. People want services to be simple and easy to integrate into their lives. Residents do not want their jobs interrupted to pay for parking tickets. Others may find it difficult to access in-person services due their different lived experiences, including sight, hearing and mobility. Many people find that digital services are more accessible than traditional services.
For a variety of reasons, governments rely on residents to use services. This includes obtaining food handling permits to meet wider public health needs. Scaling up digital transactions can reduce costs—such as staffing and printing—that governments otherwise incur by providing physical services. The Government Digital Service in the United Kingdom and its UK.gov website have saved the British government $4.1 billion. The speed and efficiency with which services can be provided increases by going digital. Digital infrastructure also allows for greater accountability and transparency through processes such as opening data to the public.
The Talent Crisis
To address their talent shortages, governments are trying new ways to hire. To attract digital talent from the private industry, some governments are partnering with organizations such as Code for America or U.S. Digital Response. The NYC Partnership is an example of such a partnership.[x] Innovation Fellows program. The partnership was launched in February 2020 and brings together designers, developers, and project managers with experience in the private sector to improve and create digital products within a 10-week sprint.
The private sector and the government operate in completely different ways. While the government is hierarchical and isolated, the private sector operates more fluidly and is more connected. This is partly because government processes and histories are deeply rooted within bureaucracy. Bureaucracy is essential to ensure government works conform to federal, state, and local laws and are fiscally responsible.
NYC needs your help[x] Innovation fellows get oriented working in government, the Mayor’s Office of Technology and Innovation put together a crash course for digital-era talent. The courses Government 101, Digital Government 101 are designed to make it easier for fellows who are new to the public service and help them get started.
Because of the amount of work required in digital areas, government agencies will likely continue to rely on temporary staff to help fill the talent gap created by austerity or limited resources. It’s critical for government agencies to take the time to help temporary digital staff members understand the culture and processes of their offices to ensure they can navigate bureaucracies and contribute to the effective launch of digital projects.