The survey of 47 state and territory CIOs found 76 percent had implemented chatbots for the first time in response to COVID-19. The second most-frequently adopted technology was mobile apps for contact tracing/exposure notification (53 percent), followed by voicebots to support call center interactions (40 percent).
Not surprising, asked which business process, practices or investments will change as a result of the pandemic, the CIOs listed expanded options for working remotely as the No. 1 impact. No 2 was expanded use of collaboration platforms and remote meetings. Increased attention on digital government services/ citizen experience was No. 3; Investments in broadband expansion/adoption, No 4; and Increased priority and investment in legacy modernization, No. 5.