The Tennessee Department of Human Services (DHS) tackled a customer service dilemma that had reached critical mass by implementing a new customer service management (CSM) solution, and came out of the ordeal with lower customer wait times, a renewed and energized staff, and a demonstrably strong value proposition to satisfy the bottom-line demands of the state’s Federal funders and support a statewide service rollout.

The State of Washington’s Department of Health (DOH) implemented more than 600 improvements to its cloud IT service management implementation in 2017, which helped cut the department’s IT service delivery times in half, according to two officials within the department.

The State of Ohio has established a governance model to better support IT optimization initiatives, due in large part to its success adopting new cloud platforms across agencies and dumping antiquated, siloed systems, said Renee Evans, enterprise service management administrator for Ohio’s Office of Information Technology (OIT).

The Federal Communications Commission (FCC) on May 10 approved a notice of proposed rulemaking (NPRM) that could supply more spectrum to commercial carriers to provide 5G wireless services.

A new study finds that the public is warming up to the use of biometric identification technology, but remains wary of tracking applications and is looking to government to set standards in that area.

The nature of work–the jobs performed and the cross-departmental collaboration required to get them done–has not changed much in the past two decades, but the means to perform those jobs can be revolutionized in the next three to five years, said John Donahoe, president and CEO of cloud platform provider ServiceNow.

Secretary of Agriculture Sonny Perdue announced last Thursday that the agency is awarding a $2.9 million grant to fund e-Connectivity investments in rural Marion County, Ala.

The state CIO job description is in need of an update. Gone are the days when state CIOs served as service providers–they now oversee a diverse portfolio of services and service providers.

Of all the concerns keeping Governors’ Homeland Security Advisors up at night, cybersecurity ranks top of the list.

States aren’t using data effectively. With access to massive caches of data, states could be true data-driven decision makers. However, many states have mixed success in using administrative data to drive decisions, according to a recent Pew Charitable Trusts report.