A primary goal of government is the efficient delivery of government services. To further this goal, California must change the way it approaches service delivery and technology investments. Millions of Californians interact with government services every day: residents apply for drivers’ licenses, students compare financial aid options, and small business owners apply for licenses or pay business taxes. Too often, outdated tools and complex systems make these interactions cumbersome and frustrating. Additionally, manual processes and the lack of digital service delivery often require individuals to take time off work and go to a physical office to interact directly with government staff.
The state must transform from a passive governance model that largely responds to individual statutory and policy mandates to one that actively establishes measurable customer service benchmarks and leading digital service delivery from a programmatic and statewide perspective.