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Digital Government Long Descriptions

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Graph A: Current State Assessment & Findings

Description: Infographic titled Current State Assessment and Findings. Full description of contents linked below.

Sources of Insight:

  • 2,000+ Colorado residents surveyed and interviewed
  • 20+ services assessed for digital availability and quality
  • 80+ interviews with agency, state, OIT, SIPA, organization, and municipality leaders held
  • 200+ local and regional governments and community organizers surveyed

Colorado has been a leader in delivering innovative digital government to residents

CO ranks in the top 10 of customer experience nationally. Of services assessed, 16% were fully digitally available and 72% were moderately digitally available.

Graph included showing that 16% of citizens were fully digitally available, 72% were moderately digitally available, and 12% were slightly digitally available.

The migration to digital has accelerated through the pandemic, but residents need support in the transition

89% of residents are likely to keep using digital channels post-COVID.

Even with this expansion, 23% of residents prefer to interact with the state through non-digital channels, suggesting that high quality in-person and over-the-phone options are important, as well as helping to support residents who may need help getting online or using digital services.

There is room for improvement in access and delivery of digital services:

Creating experiences that are simple, reliable and consistent will be key in the digital transformation of the state’s services

Residents who most need government services are often dealing with the most journeys.

Thumbnail of tent above the following paragraph: The digital services that are entirely digitally available are largely informational in nature (e.g., find a state park) or relatively simple transactions (e.g., reserve a campsite).

Thumbnail of bandages above the following paragraph: Essential services (e.g., income support, human services, health care coverage) were found to be moderately digitally available and are some of the states most complex services to access.

Thumbnail of graph displaying “13%” above the following paragraph: 13% of resident satisfaction with the state is driven by how reliable, consistent and simple digital services are.

Thumbnail of graph displaying “50%” above the following paragraph: Only half of Colorado services assessed are currently available as one-stop experiences.

14% of locations in Colorado are unserved or under-served—with ~360k locations lacking adequate access to broadband

Colorado broadband availability. Values for served, unserved, and under-served locations reflect location totals when locations to be served by RDOF, CAFII, and USDA are considered unserved.

Graph included showing, of 2.7 million total locations, that 2.3 million locations (87%) are served, 0.24 million locations (9%) are under-served, and 0.12 million locations (5%) are unserved.

The four barriers to network access and adoption are:

  • Affordability
  • Lack of infrastructure
  • Lack of devices to access the internet
  • Limited digital skills & support

Residents report frustration and difficulty getting help

“If you want to help someone, help them. Shorten the questions and make sure people are getting the help they need.” -Colorado resident

  • 33% of services offer help through digital means out of the 21 assessed.
  • 36% of residents prefer to reach out to the state on their own (versus the state proactively reaching out) demonstrating the importance of intuitive and clear journeys.
  • 36% of residents prefer the state to proactively reach out, highlighting opportunities for data sharing to enable proactive eligibility notifications and identity management.

Colorado has an opportunity to better serve communities that have been historically marginalized

When surveyed, residents from a few marginalized communities reported lower satisfaction with the state.

Overall statewide customer satisfaction (CSAT) score for state government services is 7.4 out of 10.

CSAT difference, N=1,921 respondents

Statewide customer satisfaction score (CSAT): 7.4

Graph showing variation in customer satisfaction amongst specific demographics as follows:

  • Gender
    • Female: -0.1
    • Male: 0.1
    • Other: -0.7
  • Income in USD thousands:
    • <25: -0.2
    • 25-50: -0.5
    • 50-75: 0.0
    • 75-100: 0.3
    • 100-150:0 .4
    • 150-200: 0.5
    • 200+: 1.3
  • Residence:
    • Urban: 0.4
    • Rural: -0.2
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Graph B: Colorado’s Roadmap for Digital Government

Description: Infographic showing the aspirations for Colorado’s digital government plan, with two sections labeled  “what” and “how” circling the plan’s aspirations. Infographic text content linked below.

Aspirations:

  • Connect all Coloradans
  • Expand opportunity and reduce poverty
  • Make government easy

What:

  • Ensure all Coloradans have access to high-speed internet: Build and implement deployment and adoption strategies that ensure universal access to high-speed internet
  • Design around the life experiences of Colorado residents: Design and build digital experiences that are one-stop accessible, easy to use, and secure
  • Use technology to improve service for residents: Strengthen the engagement model between OIT and agencies to improve secure digital service for all Coloradans
  • Harness data to improve resident journeys and outcomes: Build the infrastructure for a robust and safe data sharing ecosystem that supports benefit enrollment, identity management and improved customer experiences

How:

  • Cultivate analytics, business intelligence and product leadership: Develop clear guidance for technology roles in OIT and technology-interfacing roles in agencies
  • Bring best-in-class tools and technologies to how state agencies work: Prioritize modern and high-quality enterprise services that enable agencies to better perform job functions and securely serve customers
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Graph C: What we heard from Coloradans

Description: Infographic containing key data points. Full description of contents linked below.

Creating experiences that are simple, reliable and consistent will be key in the digital transformation of the state’s services

Residents who most need government services are often dealing with the most journeys.

  • Thumbnail of tent above the following paragraph: The digital services that are entirely digitally available are largely informational in nature (e.g., find a state park) or relatively simple transactions (e.g., reserve a campsite).
  • Thumbnail of bandages above the following paragraph: Essential services (e.g., income support, human services, health care coverage) were found to be moderately digitally available and are some of the states most complex services to access.
  • Thumbnail of graph displaying “36%” above the following paragraph: 36% of resident satisfaction with the state is driven by how reliable, consistent and simple digital services are.
  • Thumbnail of graph displaying “50%” above the following paragraph: Only half of Colorado services assessed are currently available as one-stop experiences.

“If you want to help someone, help them. Shorten the questions and make sure people are getting the help they need.” - Holly, Colorado resident

Not all Coloradans have access to reliable, affordable, high-speed internet

Colorado broadband availability

Graph included showing, of 2.7 million total locations, that 2.3 million locations (87%) are served, 0.24 million locations (9%) are under-served, and 0.12 million locations (5%) are unserved.

The four barriers to network access and adoption are:

  • Affordability
  • Lack of infrastructure
  • Lack of devices to access the internet
  • Limited digital skills & support

Residents report frustration and difficulty getting help

  • 33% Only one-third services offered fully digitally out of the 21 assessed
  • 30% of residents prefer to reach out to the state on their own (versus the state proactively reaching out) demonstrating the importance of intuitive and clear journeys
  • 36% of residents prefer the state to proactively reach out, highlighting opportunities for data sharing to enable proactive eligibility notifications and identity management

Colorado has an opportunity to better serve communities that have been historically marginalized

When surveyed, residents from a few marginalized communities reported lower satisfaction with the state.

Overall statewide customer satisfaction (CSAT) score for state government services is 7.4 out of 10.

CSAT difference, N=1,921 respondents

Statewide customer satisfaction score (CSAT): 7.4

Graph showing variation in customer satisfaction amongst specific demographics as follows:

  • Gender
    • Female: -0.1
    • Male: 0.1
    • Other: -0.7
  • Income in USD thousands:
    • <25: -0.2
    • 25-50: -0.5
    • 50-75: 0.0
    • 75-100: 0.3
    • 100-150:0 .4
    • 150-200: 0.5
    • 200+: 1.3
  • Residence:
    • Urban: 0.4
    • Rural: -0.2