Many a political leader or IT director will stipulate that government needs to make citizen-facing computer systems more like Amazon – fast, friendly, efficient, and unfailing. But more often than not this seems to be a bridge too far, as some of the most visible citizen-facing government applications have performed woefully. While the pandemic exposed […]

Before the COVID-19 pandemic, the city of El Cajon in California’s San Diego County did a couple of things that have made transitioning to virtual services somewhat easier. The city government tracked residents’ interactions with City Hall and thought about how citizens wanted to work with their local government, the city’s IT director said.






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