Survey on Commonwealth Agency Initiatives for Upcoming Awards

National Award Nominations

Awards season is upon us! We are looking for Virginia's best and brightest technological accomplishments from the past year to showcase in the upcoming 2021 Government Experience Awards and the National Association of State Chief Information Officers (NASCIO) Awards.

Center for Digital Government: Government Experience Awards
National Association for State Chief Information Officers Awards

The survey is inclusive to capture all topics, but not all questions may be applicable to you/your agency's work and can be skipped. Please answer the ones you can and don't worry about matching projects to specific categories. Our team is happy to do the research to find the right fits as we compile the responses. We are happy to answer any questions at vitacomms@vita.virginia.gov.

We greatly appreciate your partnership and input. Please respond to the survey by close of business Wednesday, April 28.

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* 1. What Commonwealth of Virginia agency or entity do you represent?

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* 2. What is your Commonwealth of Virginia email address?

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* 3. Briefly describe what your agency does to adapt and sustain digital citizen/customer-engagement strategies and manage related programs/projects.

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* 4. (For data only) What position(s) are responsible for architecting citizen/customer experience in your agency?

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* 5. Experience channels: Select the channel's level of implementation of the topics below for your agency.

	Not in use / no plans to use	Not in use; plan to implement in 12-18 months	In use already/mature; no plans to upgrade in 12-18 months	In use already, with plans to upgrade in next 12-18 months	Unsure
Accessibility/ADA compliance	Accessibility/ADA compliance Not in use / no plans to use	Accessibility/ADA compliance Not in use; plan to implement in 12-18 months	Accessibility/ADA compliance In use already/mature; no plans to upgrade in 12-18 months	Accessibility/ADA compliance In use already, with plans to upgrade in next 12-18 months	Accessibility/ADA compliance Unsure
Live chat/online help	Live chat/online help Not in use / no plans to use	Live chat/online help Not in use; plan to implement in 12-18 months	Live chat/online help In use already/mature; no plans to upgrade in 12-18 months	Live chat/online help In use already, with plans to upgrade in next 12-18 months	Live chat/online help Unsure
Location services	Location services Not in use / no plans to use	Location services Not in use; plan to implement in 12-18 months	Location services In use already/mature; no plans to upgrade in 12-18 months	Location services In use already, with plans to upgrade in next 12-18 months	Location services Unsure
Messaging apps	Messaging apps Not in use / no plans to use	Messaging apps Not in use; plan to implement in 12-18 months	Messaging apps In use already/mature; no plans to upgrade in 12-18 months	Messaging apps In use already, with plans to upgrade in next 12-18 months	Messaging apps Unsure
Multilingual capabilities	Multilingual capabilities Not in use / no plans to use	Multilingual capabilities Not in use; plan to implement in 12-18 months	Multilingual capabilities In use already/mature; no plans to upgrade in 12-18 months	Multilingual capabilities In use already, with plans to upgrade in next 12-18 months	Multilingual capabilities Unsure
Native mobile apps	Native mobile apps Not in use / no plans to use	Native mobile apps Not in use; plan to implement in 12-18 months	Native mobile apps In use already/mature; no plans to upgrade in 12-18 months	Native mobile apps In use already, with plans to upgrade in next 12-18 months	Native mobile apps Unsure
Personalized experience	Personalized experience Not in use / no plans to use	Personalized experience Not in use; plan to implement in 12-18 months	Personalized experience In use already/mature; no plans to upgrade in 12-18 months	Personalized experience In use already, with plans to upgrade in next 12-18 months	Personalized experience Unsure
Single sign-on (SSO)	Single sign-on (SSO) Not in use / no plans to use	Single sign-on (SSO) Not in use; plan to implement in 12-18 months	Single sign-on (SSO) In use already/mature; no plans to upgrade in 12-18 months	Single sign-on (SSO) In use already, with plans to upgrade in next 12-18 months	Single sign-on (SSO) Unsure
Social media	Social media Not in use / no plans to use	Social media Not in use; plan to implement in 12-18 months	Social media In use already/mature; no plans to upgrade in 12-18 months	Social media In use already, with plans to upgrade in next 12-18 months	Social media Unsure
Text message/SMS	Text message/SMS Not in use / no plans to use	Text message/SMS Not in use; plan to implement in 12-18 months	Text message/SMS In use already/mature; no plans to upgrade in 12-18 months	Text message/SMS In use already, with plans to upgrade in next 12-18 months	Text message/SMS Unsure
Amazon Echo/Alexa AI	Amazon Echo/Alexa AI Not in use / no plans to use	Amazon Echo/Alexa AI Not in use; plan to implement in 12-18 months	Amazon Echo/Alexa AI In use already/mature; no plans to upgrade in 12-18 months	Amazon Echo/Alexa AI In use already, with plans to upgrade in next 12-18 months	Amazon Echo/Alexa AI Unsure
Chatbots	Chatbots Not in use / no plans to use	Chatbots Not in use; plan to implement in 12-18 months	Chatbots In use already/mature; no plans to upgrade in 12-18 months	Chatbots In use already, with plans to upgrade in next 12-18 months	Chatbots Unsure
Google Home/Google Assistant	Google Home/Google Assistant Not in use / no plans to use	Google Home/Google Assistant Not in use; plan to implement in 12-18 months	Google Home/Google Assistant In use already/mature; no plans to upgrade in 12-18 months	Google Home/Google Assistant In use already, with plans to upgrade in next 12-18 months	Google Home/Google Assistant Unsure
Open API	Open API Not in use / no plans to use	Open API Not in use; plan to implement in 12-18 months	Open API In use already/mature; no plans to upgrade in 12-18 months	Open API In use already, with plans to upgrade in next 12-18 months	Open API Unsure
Third-party service provider	Third-party service provider Not in use / no plans to use	Third-party service provider Not in use; plan to implement in 12-18 months	Third-party service provider In use already/mature; no plans to upgrade in 12-18 months	Third-party service provider In use already, with plans to upgrade in next 12-18 months	Third-party service provider Unsure
Translation - Machine	Translation - Machine Not in use / no plans to use	Translation - Machine Not in use; plan to implement in 12-18 months	Translation - Machine In use already/mature; no plans to upgrade in 12-18 months	Translation - Machine In use already, with plans to upgrade in next 12-18 months	Translation - Machine Unsure
Translation - Native or human	Translation - Native or human Not in use / no plans to use	Translation - Native or human Not in use; plan to implement in 12-18 months	Translation - Native or human In use already/mature; no plans to upgrade in 12-18 months	Translation - Native or human In use already, with plans to upgrade in next 12-18 months	Translation - Native or human Unsure
Wearable technologies (Apple Watch, Fitbit)	Wearable technologies (Apple Watch, Fitbit) Not in use / no plans to use	Wearable technologies (Apple Watch, Fitbit) Not in use; plan to implement in 12-18 months	Wearable technologies (Apple Watch, Fitbit) In use already/mature; no plans to upgrade in 12-18 months	Wearable technologies (Apple Watch, Fitbit) In use already, with plans to upgrade in next 12-18 months	Wearable technologies (Apple Watch, Fitbit) Unsure
Digital signage	Digital signage Not in use / no plans to use	Digital signage Not in use; plan to implement in 12-18 months	Digital signage In use already/mature; no plans to upgrade in 12-18 months	Digital signage In use already, with plans to upgrade in next 12-18 months	Digital signage Unsure
Self-service kiosks/terminals	Self-service kiosks/terminals Not in use / no plans to use	Self-service kiosks/terminals Not in use; plan to implement in 12-18 months	Self-service kiosks/terminals In use already/mature; no plans to upgrade in 12-18 months	Self-service kiosks/terminals In use already, with plans to upgrade in next 12-18 months	Self-service kiosks/terminals Unsure

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* 6. (For data only) What are your top three priorities for improving citizen/customer experience in your agency the next 12-18 months?

Please list them in the text boxes below.

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* 7. List the top three (or more) channels/areas of government experience for your agency. (Do not list addresses/access to sensitive or protected data.) Please list the channels, a valid URL if possible, and the average number of users per month.

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* 8. How does your agency ensure consistency with citizen/customer experience channels? Include internal processes your agency has in support of consistency (for example, any design, interface or quality assurance measures).

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* 9. Describe any innovations used with your current experience channels.

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* 10. How do you enable a seamless, omni-channel experience across your entire set of services?

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* 11. How does your organization approach identity access management (IAM)? (for example, single sign-on (SSO), third party, etc.)

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* 12. Select the methods of citizen/customer feedback you’re using, if applicable. (Select all that apply.)

Citizen surveys

Crowdsourcing

Online polling

E-comment via mobile app

Social media

Special one-time events (panels, forums)

3-1-1 app with tracking and reporting

Other (please specify)

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* 13. Describe any automated or artificial intelligence-based approaches to citizen/customer feedback and service delivery.

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* 14. What are the key performance indicators (KPIs) leveraged to benchmark your citizen/customer service delivery? Any additional information regarding the impact or trends for your citizen/customer service will also be appreciated.

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* 15. What’s next for your citizen/customer digital experience? Share plans or service procurements below.

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* 16. (Data collection only): Please list any applicable private sector partners for this overall information.

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* 17. Please list any major programs or projects you'd like to share for award entry consideration on the following topics:

Business Process Innovations

Cybersecurity

Data Management, Analytics & Visualization

Digital Services: Government to Business

Digital Services: Government to Citizen

Emerging & Innovative Technologies

Information Communications Technology Innovations

Please include more details and contact information for any applicable projects you'd like to share. Thank you!

Survey on Commonwealth Agency Initiatives for Upcoming Awards

National Award Nominations

Question Title

* 1. What Commonwealth of Virginia agency or entity do you represent?

Question Title

* 2. What is your Commonwealth of Virginia email address?

Question Title

* 3. Briefly describe what your agency does to adapt and sustain digital citizen/customer-engagement strategies and manage related programs/projects.

Question Title

* 4. (For data only) What position(s) are responsible for architecting citizen/customer experience in your agency?

Question Title

* 5. Experience channels: Select the channel's level of implementation of the topics below for your agency.

Question Title

* 6. (For data only) What are your top three priorities for improving citizen/customer experience in your agency the next 12-18 months?Please list them in the text boxes below.

Question Title

* 7. List the top three (or more) channels/areas of government experience for your agency. (Do not list addresses/access to sensitive or protected data.) Please list the channels, a valid URL if possible, and the average number of users per month.

Question Title

* 8. How does your agency ensure consistency with citizen/customer experience channels? Include internal processes your agency has in support of consistency (for example, any design, interface or quality assurance measures).

Question Title

* 9. Describe any innovations used with your current experience channels.

Question Title

* 10. How do you enable a seamless, omni-channel experience across your entire set of services?

Question Title

* 11. How does your organization approach identity access management (IAM)? (for example, single sign-on (SSO), third party, etc.)

Question Title

* 12. Select the methods of citizen/customer feedback you’re using, if applicable. (Select all that apply.)

Question Title

* 13. Describe any automated or artificial intelligence-based approaches to citizen/customer feedback and service delivery.

Question Title

* 14. What are the key performance indicators (KPIs) leveraged to benchmark your citizen/customer service delivery? Any additional information regarding the impact or trends for your citizen/customer service will also be appreciated.

Question Title

* 15. What’s next for your citizen/customer digital experience? Share plans or service procurements below.

Question Title

* 16. (Data collection only): Please list any applicable private sector partners for this overall information.

Question Title

* 17. Please list any major programs or projects you'd like to share for award entry consideration on the following topics:

* 6. (For data only) What are your top three priorities for improving citizen/customer experience in your agency the next 12-18 months?

Please list them in the text boxes below.