February - 20218GOVERNMENT CIO OUTLOOKOPINIONIN MYOVID-19 has driven fundamental changes across the private and public sector. Organizations have accelerated remote work capabilities to provide continuity of operations and provide services. New solutions have been created to replace traditional walk-up services and innovative approaches have been required to eliminate touch-points to protect customers and employees. The private sector organizations that have demonstrated agility in these areas are flourishing and gaining new market share while other organizations that have struggled adapting have moved towards bankruptcy since the COVID-19 crisis began. Customers of public sector organizations have the same expectations for accelerated digital transformation in the services that they receive. Rapid adoption of collaboration and file-sharing tools is changing the way organizations do businessMany IT organizations had been promoting the use of collaboration and file-sharing tools like Microsoft Teams, OneDrive, Slack, and Zoom but adoption across the organization was slow. The COVID-19 pandemic created rapid adoption of these tools across many organizations and is changing the way they do business. Printing and copying costs have gone down with a shift to digital documents, file-sharing, and workflows. Adoption of digital signatures has accelerated and replaced slower manual routing and signature processes. The domino effect of these changes is leading to accelerated digital records management and an overall reduction in paper files. Virtual meetings are reducing lost time and travel costs that were associated with onsite meetings. Without the boundaries of a physical office, employees are expanding the groups of people they collaborate with and changing how they do business.Opportunities to innovate and improve the customer experienceOperating models had to change almost overnight when public health orders required public sector organizations to reduce public access to facilities and walk-up services. A shift to expand Jonathan Behnke, Chief Information Officer, City of San DiegoByCOVID-19 IS ACCELERATING DIGITAL TRANSFORMATION IN THE PUBLIC SECTORcJonathan Behnke
< Page 7 | Page 9 >