Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
The Citizen ExperienceHow Emerging Technology is Changing Service DeliveryNancy Schmid | Director of Operations & Marketing | NIC Maryland
Maryland Digital Government Summit - May 31, 2018
Page 2
1 in 5 American adults have access to a smart speaker
Constituents expects
the same conveniences from government as they receive from popular retailers
2018 marks the beginning of the end of traditional smartphones
65% of millennials prefer going online to get support rather than speak to someone
Emerging Technology: Chatbots
Page 3
Emerging Technology: Smart Speakers
Page 4
Maryland Government News Maryland Fishing Report Traffic Alerts
Emerging Technology: Digital Assistants
Page 5
Emerging Technology: Next Steps
Page 6
• What problem are you trying to solve?
• What communication platform are you trying to extend?
• How do customers want to consume information?
• How do customers want to interact with government?
What emerging technology will best serve our customer?
Emerging Trends: Best Practices & Risks
Page 7
Business Process • The enterprise business strategy is aligned with IT
capabilities
Technology • Identifying technology stack requirements / partners that
deliver cost-savings, labor efficiencies, and enhanced customer experiences
Staffing / ROI• Do you have the resources to provide ongoing support to
the new technology?
The Citizen Experience: Contact Information
Page 8
Nancy SchmidDirector of Operations and Marketing
NIC Maryland
443.951.2321 – Office
443.852.1329 - Mobile