Residents expect government services to be responsive to their needs, and that means online, seamless, accessible, and secure.
Things you’re likely to never hear a resident say:
- I can’t wait to call the city and apply for my business license!
- Wow! I loved printing that PDF, filling it out by hand, and then scanning it back via email.
Fortunately, there is hope for organisations looking to improve their processes and provide more convenient services to residents. Confronting the reality of inefficient and antiquated systems is the first step toward improvement. The second step: Diagnosing the current environment and creating a plan for modernisation.
Service digitisation goes beyond PDFs and fillable forms. Automated workflows can bring extra benefits, but that’s just the start of benefits you can offer residents from end-to-end online services. A truly effective and efficient fulfilment service reduces vendor sprawl and drastically improves the experience of your staff members and residents.
Listen as government efficiency and innovation expert, Brian Elms, discusses the best practices of end-to-end online service fulfilment. Uncover how local governments are centralising systems, lowering costs, and reducing headaches for their staff and residents.
You’ll learn about:
- The most common mistakes governments make when digitising services.
- Why online services are imperative for your bottom line, your residents, and for your tech stack.
- What end-to-end digital service should look like — and how to achieve it.
Watch the webinar on-demand now!
Brian Elms – Government Efficiency and Innovation Expert
Brian Elms is the author of Peak Performance and is the former Director of Peak Academy and Analytics for the City and County of Denver. He specialises in government innovation and has more than 15 years of experience providing program management expertise to government agencies, elected officials, trade associations, and nonprofit organisations. Brian started his career in public service after graduating from Regis University and joining the National School and Community Corps (AmeriCorps) as a team leader. He also worked for the Rendell Administration in Pennsylvania as the Policy Director for the Department of Aging. After working in Washington, D.C., for AARP as a Legislative Specialist for health and long-term care, Brian moved back to his hometown and served as the Assistant Director of Government Affairs at Denver International Airport.
Brian is a Lean Black Belt, a certified Six Sigma Green Belt, and a Change Management Professional. In his prior role as Director of the Peak Academy, he developed curriculum, training, and consulting services that focus on employee-led performance management and continuous improvement. Since its inception in 2012, Peak Academy initiatives have saved the City and County of Denver more than $30 million and the Academy has provided training to more than 7,000 public and nonprofit professionals.
Brian joined the Change & Innovation Agency to focus on creating employee-driven innovation programs around the country. He is currently working with multiple cities to launch programs and establish meaningful innovation programs that improve the lives of employees and their clients.