As agencies face the next phase of modernizing legacy IT systems, they must plan for emerging technologies that are collaborative, scalable, and adaptive to a rapidly changing environment. While a reliable telecommunications network infrastructure continues to be the foundation for data, video, and voice communications, long-term plans must consider advancements in technologies that fall outside of traditional telecommunication. Solutions using artificial intelligence (AI), machine learning, robotic process automation (RPA), digital assistants, and low-code or no-code development can help incrementally phase out software, hardware, and services that are no longer supported. Agencies should take proactive approaches now to increase readiness for the advanced technologies of tomorrow.

As pressure grows to replace or augment costly legacy technologies, the constantly evolving IT environment makes it difficult to identify long-term solutions that will withstand the test of time.

Likewise, it is challenging to envision future network innovations that provide next generation communication services.

Public sector IT investments must follow state procurement requirements to provide accountability and protect taxpayer resources.

It is important to explore ways to streamline processes that allow for timely procurement of emerging technologies.

The workforce challenges for digital government go beyond the need to recruit and retain staff with specialized skills.

Agencies must attract a workforce that embraces emerging technologies if government is to succeed in an automated, AI-driven workplace.

• Well-planned, incremental approaches to legacy modernization that integrate emerging technologies in alignment with the agency’s mission and business objectives.

• Strategic initiatives that enable innovative solutions and improve the way agencies procure IT services, plan projects, and deploy new technology.

• Repeatable, flexible methodologies that identify and address legacy system modernization, improve data governance, and modernize contracting practices.

• Streamlined processes, interoperable solutions, improved workflow, reduced risks, and a tech-savvy workforce that can implement advanced technologies providing Texans greater access to government information and services.

When planning new technology investments, agencies should consider solutions that enable the integration of emerging technologies. Whenever possible, the public sector should prioritize cloud-driven “as a service” solutions to lower costs over time and transition away from on-premise models. Agencies may want to evaluate whether cloud services models can provide the opportunity to use multiple technologies for the organization to create scalable, interoperable, hyperconnected public services. Establishing a legacy modernization road map that includes executive sponsorship and governance committees can help agencies define business needs, outline procurement plans, and develop support for emerging technology solutions.

To enable the rapid delivery of quality services in a digital environment, agencies should continue to adopt iterative, collaborative methods of deployment. IT staff can take agile and DevOps initiatives to the next level by including AI-enabled tools and technologies that facilitate continuous integration, testing, and monitoring for quality assurance. By implementing modular or microservice based architectures and cloud technology that allow systems to be replaced over time, government can be better positioned to implement next generation technologies. Agencies should develop sourcing strategies and agile procurement methods that enable contracting opportunities for a full range of emerging technologies, platforms, and automation tools.

Agencies should reset the customer experience by identifying projects supported by broadband expansion and next generation cellular technology that transform the way the public interacts with government. Incorporating technologies that include chatbots, RPA, machine learning, and other low-code or no-code development can help agencies identify solutions that enhance operations and improve customer service.

Consider emerging technologies for core government functions, such as contact management and case management, to meet customer expectations for quick, accurate, and on-demand access to government. Explore blockchain technology as an option for resolving complex, multi-entity processes. Although the technology is well-known for its role in digital currencies, it can potentially improve real-time access to critical data and processes that require secure, reliable validation.

AI, RPA, and other emerging technologies could automate a wide range of manual processes, create more efficient workflows, and increase the delivery of mission-critical services. These technologies can free public servants to focus on work that requires creativity and critical thinking. Developing the internal knowledge and skills necessary for employees to use AI solutions, procure emerging technologies, and deploy advanced automation is key to success. Providing employees opportunities for continuous learning, formalized training programs, and upskilling through strong change management practices can help agencies be ready to use emerging technologies that improve government services. Agencies should develop a roadmap that expands capacity to effectively implement emerging technologies and involves both IT and business unit staff in proof-of-concept projects and Center of Excellence (CoE) activities.

Agencies should explore training opportunities and partnerships with higher education or the private sector to help train staff to fill critical skills gaps. Offering internships to undergraduate and graduate students with cutting-edge knowledge and skills can build interest in public sector careers and provide vital expertise.