Maryland Digital Government Summit - The Citizen ... · Microsoft PowerPoint - Maryland Digital Government Summit - The Citizen Experience - 2018 [Compatibility Mode] Author: Nancy

The Citizen ExperienceHow Emerging Technology is Changing Service DeliveryNancy Schmid | Director of Operations & Marketing | NIC Maryland

Maryland Digital Government Summit - May 31, 2018

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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

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Emerging Technology: Smart Speakers

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Maryland Government News Maryland Fishing Report Traffic Alerts

Emerging Technology: Digital Assistants

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Emerging Technology: Next Steps

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• 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

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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

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Nancy SchmidDirector of Operations and Marketing

NIC Maryland

[email protected]

443.951.2321 – Office

443.852.1329 - Mobile