Today’s Morning Buzz is brought to you by Mike Teeters and Kathy Wolf. Mike is a senior product manager at Tyler Technologies and Kathy is Tyler’s senior director of user experience. Connect with Mike or Kathy on LinkedIn.
- What we’re reading: “Why We Sleep: Unlocking the Power of Sleep and Dreams” by Matthew Walker, Ph.D. (Mike) and “The Five Second Rule” by Mel Robbins (Kathy).
- What we’re listening to: Tampa Bay Developer Podcast (Mike) and Design Matters podcast hosted by Debbie Millman (Kathy).
- What we’re working on: The development of a new portal/search solution for Tyler clients (Mike). Expanding our accessibility competency and the next iteration of our design system, Tyler Forge (Kathy).
Which of the following are readily available online: A pizza, tree-removal service, a higher-education degree, or a business permit application? From the perspective of local community residents, the answer should be “All of the above!” Residents expect the same 24/7 access and ease of use for services in all aspects of their digital lives. GovTech leaders are rising to meet those expectations by placing increased emphasis on user-centered design and technologies that expand access to services.
Design and Develop With Care
To be fully effective, digital government solutions must account for the needs of every user, maximizing constituent reach so that services are available to all.
It all starts with empathy, taking the time to determine what each group of residents needs. No local community consists of people who are all the same. Committing to inclusive design ensures that anyone can access services, participate fully, and benefit equally — regardless of age, background, or other characteristics. Roughly 1 in 4 adults in the U.S. face mobility, cognition, independent living, hearing, vision, or self-care challenges. Millions of residents do not have a bank account, and many communities have unhoused residents for whom mobile access is not simply a convenience but a lifeline to critical services.
Fully understanding how people interact with technology is the only way to create applications that are truly inclusive of the entire community. By identifying and removing barriers, agencies are on their way to increasing the reach and effectiveness of their services. Agencies that seek to build accessible applications have a range of free and low-cost tools to consider to aid them in this endeavor. Popular options include IBM’s Equal Access Toolkit, Google Lighthouse, and TPGi’s ARC Toolkit.
Benefits of Cloud-Based Solutions
Inclusive design is only part of the equation to ensure access and accessibility and an improved resident experience. Digital infrastructure is equally important, and more and more local government agencies are deploying cloud-based solutions. In the cloud, basic transactions, scheduling, and other services are accessible to residents anywhere they have internet access. Agency staff have more time to assist residents with more complex tasks. All residents get what they need faster. Improved access is particularly important during times of personal crisis or community emergency.
Cloud-based solutions provide enhanced cybersecurity and reduce the risk of data errors. They are also more scalable and flexible as community needs or requirements change. They allow agencies to shed on-premises hardware systems and free IT staff from needing to install fixes and upgrades across geographically scattered offices. IT staff can then reallocate time and financial resources to higher-priority work.
Inspiration for the Journey
Delivering on inclusive design and moving to the cloud are not short-term projects. They are a journey.
It’s helpful to learn more about agencies already on the path to increased access and accessibility. At Tyler Technologies, we see clients delivering results for their local communities daily. Here are just two examples:
- The Clerk’s Office in Muskegon County, MI, has significantly expanded its outreach to vulnerable residents with a cloud-based solution.
- The City of Antioch, CA, added mobile utility payment options to empower residents and improve service.
For more of our thoughts on starting your journey, check out our white paper on “Digital Access and Accessibility in the Resident Experience.”
It’s All About Resident Engagement and Trust
Ultimately, technology is just another way for the government to pursue its mission of serving the public. Inclusive design and cloud-based solutions are powerful tools to use in that effort. The result is more engaged communities where residents have increased satisfaction and trust in government.