In recent years, Texas agencies have increasingly provided a more digital government experience. As agencies pivoted to remote work during the pandemic, the transition to more digital capabilities accelerated. To keep up this momentum, the public sector must reexamine how Texans consume government services and conduct government transactions. Agencies should use that information to adjust government business processes and technology tools accordingly. Digital transformation requires leadership and business units working together to integrate the right technology with the people, processes, and tools that make up an agency.  Agencies must take a strategic approach to the adoption of digital technologies in order to fundamentally change how Texas government delivers value to Texans.

Demonstrating that new digital capabilities are worth the investment can be challenging, especially with competing priorities.

Entrenched organizational culture and resistance to change can be stumbling blocks to digital transformation.

Likewise, stakeholders with different expectations and business functions that operate in silos create challenges for digital transformation.

Undocumented processes, outdated business practices, and disparate legacy systems hinder an agency’s ability to pursue and execute transformative digital initiatives.

• Digital capability assessments that concentrate on people, processes, and tools.

• Digital transformation strategies focused on improving business outcomes and providing more value to Texans.

• Organizational cultures that embrace digital transformation, cultivate leadership, and establish digital champions, governance, and community.

• Meaningful metrics that measure maturity and drive progress throughout the digital journey

Digital transformation initiatives must be based on an understanding of how the public interacts with state employees, makes payments, finds information, and receives services today, and a vision for how Texans will conduct government business in the future. Agencies must develop a strategic roadmap for identifying, procuring, and adopting the right technology to improve interactions with their customers, employees, and partners. By examining new ways to meet customer expectations, agencies can strategically approach adopting digital technologies that improve processes, services, and customer experiences.

Digital transformation starts with understanding the agency’s guiding mission, existing processes, and current tools serving the public. Agencies must establish a digital maturity baseline in order to identify the current state of their digital journey. Agencies should identify key manual processes that can become digital, legacy IT systems that can be replaced or augmented, and workforce skills that can be leveraged in support of digital transformation. Conducting a collaborative assessment of functions, processes, and the current IT environment will better position agencies to develop meaningful metrics that drive the digital transformation process.

In today’s digital environment, people are accustomed to using tools that allow remote business transactions. By considering these expectations, agencies can procure and develop technology that provides user-centric digital government services. Because Texans were unable to access government services in person during the COVID-19 pandemic, agency website traffic substantially increased across the state. Agencies must continue to provide technology that enables the public to remotely access government information, make payments for government transactions, and conduct government business that previously required an in-person visit. 

As Texans and public sector employees increasingly access government information and services online, it is important to ensure all Texans can access digital government services regardless of their abilities. Agencies must prioritize accessibility to ensure that websites, applications, and services incorporate features accommodating users of all abilities.

Texans are increasingly using mobile devices to access government services and expect the ability to take care of most government business from their phone. Providing a modern and secure mobile experience requires responsive web design and well-designed native mobile applications. Investing in infrastructure such as broadband expansion and next generation cellular technology is essential to ensure continuous connectivity. Agencies should plan, procure, and implement technology that incorporates mobile-first design allowing Texans to conduct government business from any place, at any time, on any device.