| | DECEMBER 201919CIOReviewCULTIVATING DIGITAL REVOLUTION WITHOUT LEAVING LEGACY CLIENTELE BEHINDBy David Edinger, Chief Information Offi cer, City and County of DenverWhat are the current market trends you see shaping the Public Sector landscape?There are four trends which we expect to drive change in the public sector now and in the future. Those areas include development around the smart city concept the rise of Artificial Intelligence (AI), online services, and cybersecurity, all of which will unlock the potential of innovation for development. On the smart cities front, a lot going on--keeping up with the pace of technological change can seem daunting. Beaware of the same obstacles other municipalities are facing; this allows youto learnfrom others and take advantage ofa second mover perspective (when something works for somebody else). One of the areas we're particularly excited about is the one million dollar Bloomberg Philanthropies (Nonprofit Organization) grants that we received to fund a network of air quality sensors at local schools. For instance,we can theoretically create situations where we see how changing traffic patterns impacts air quality during recess. This project is an example of how we're often witnessing philanthropic or private sector organizations using the city as their testing ground. Another trend that is important to us is"AI."There is a lot of work going on around basic government operations. Frompicking up the phone call toreport a pothole or asking what the hours of a recreational center,we are trying to create an"Omni-channel experience" for users. No matter what channel they choose to perform the action such as text, chat,Denvergov.org,email,etc. we can get them the information and the services they need as quickly as possible.As stated by Mayor Hancock, "online not inline"has been tremendous for us over the last seven or eight years of his administration. Customers want to self serve; they don't want a deep, meaningful relationship with the government. They are looking for ways to get their business done quickly and easily. To this end, we have created those methods for them,and the adoption rates have been through the roof. We're well over 50 percent David EdingerCIO INSIGHTS
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