Three of This Year’s GovTech Trends We Bet Will Take Root in 2022
Looking back at this past year, we’ve been so impressed at how our client-partners have found meaningful new ways to enhance service to their customers: From digitizing services that once required in-person interactions, to ensuring equitable access for customers who struggle financially. Below are some of the key trends we’ve seen among our clients this year, which we predict will continue into 2022 and beyond.
1. Placing Kiosks in Community Retailers
Several organizations promoted access to essential utility services by partnering with local retailers to make it easier for customers to pay their bills. CityBase clients like DTE Energy in Detroit and the City of Lynchburg, VA, opted to place their self-service kiosks in retailers like grocery stores and malls. These businesses provide safe and convenient neighborhood kiosk locations that extend service hours for customers.
2. Automating Manual Processes
Local governments and utilities have responded to the restrictions of the pandemic by making process improvements that benefit both the near and long term. Some municipal utilities like Portage and Lawrence, IN, and Mount Prospect, IL, have introduced automatic recurring billing to make water bill payments easier for customers to complete and manage online.
3. Streamlining Tech Procurement
Many communities continued leveraging federal Covid-relief funding for technology improvements, from Mount Vernon, WA, to Andover, MA. Others are piggybacking on existing contracts and leveraging purchasing cooperatives to bypass lengthy RFP processes.