Today’s citizens demand a higher degree of service
delivery from state and local government agencies,
influenced by experiences from digital interactions with
private sector organizations. Whether it’s renewing a
driver’s license or paying taxes, registering to vote or
trying to find simple information, citizens are seeking
digital-first interactions that are faster, seamless and
more personalized. In fact, in a recent report by Harvard Business Review, 60 percent of sampled U.S. residents
report a strong preference for digital channels, compared
with 30 percent for phone and 27 percent for in-person
government interactions.
Governments have made significant progress in citizen
experience (CX), such as making citizen information
available online and interacting with users via apps and
digital services. However there is still opportunity to
leverage existing data to take digital services to the next
level. Per a recent NASCIO survey, 41 percent of state
CIOs are continuing to struggle with data and information
quality requirements and the complexity of digitalization.
Fortunately, the survey also found that CIOs are also
overwhelmingly prioritizing the integration of technology
such as Artificial Intelligence (AI), which could help
accelerate these long-standing efforts.
Getting started
A key aspect to implementing robust digital services is
making massive back-end improvements – that is the
data foundation that integrates data across all aspects of
the organization. In many cases, this data is unstructured,
siloed and therefore inaccessible for analyzing, sharing
and informing decision-making. The shift begins with
digitalizing existing records - both electronic and analog.
To jump start unlocking valuable data trapped on
records, agencies should consider Intelligent Document
Processing (IDP) to make automated digitalization and
valuable metadata capture a reality.
Bringing value to your agency
Iron Mountain InSight® IDP is a one-touch solution
that securely captures digital data in concert with the
digitalization process, enabling government agencies to
interact with their core applications and extract valuable
insights. Powered with AI and Machine Learning (ML),
the solution can extract information eight times faster,
and with better accuracy than traditional methods. This
provides a quick and cost-effective way to digitize data
trapped on paper, microfiche, tapes,pdfs and more.
Did you know?
Delivering more digital engagement is
consistently top of mind for state chief
information officers. In fact, digital government
has made NASCIO’s annual State CIO Top
10 Priorities list every year since 2018.
Digitalization helps Pennsylvania remotely process unemployment claims
In 2020, the pandemic-induced economic downturn led to an unprecedented surge in unemployment
claims nationwide. In Pennsylvania, the Department of Labor & Industry faced a drastic increase
from 1,000 to 27,000 claims daily, while also struggling with limited on-site staff to process
them efficiently. To address this challenge, the department partnered with Iron Mountain to
implement its Iron Mountain InSight® capability that enabled nearly 200 employees to remotely
handle claims. In less than a month, the program was fully operational, producing over 1.7 million
images monthly and successfully clearing a backlog of claims. Now in 2024, as the department
continues on its digital journey, authorized users are now able to search for, retrieve, and share the
information they need 24/7, from any location. This digital transformation serves as a best practice
for other government agencies aiming to enhance citizen experience and service delivery.
Why Iron Mountain ?
Iron Mountain Government Solutions has assisted
numerous state and local customers with highly secure
intelligent digitalization of everything from personally
identifiable information (PII) located within health
charts, to DMV records, to education-related data.
Through Iron Mountain InSight® IDP, we’ve partnered
with government agencies to transform structured
and unstructured data into digital experiences for their
citizens.
For the past 75 years, Iron Mountain has been a leader
in helping state and local government agencies manage
valuable records and the full information life cycle. To
address challenges encountered by organizations on
digital journeys, Iron Mountain developed Iron Mountain
InSight® solution, an information management platform
designed to enhance citizen experiences. In collaboration
with leading partners like Google and Amazon, Iron
Mountain’s solutions’ use proven AI/ML technology to
proactively and effectively drive government missions.
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