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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. 
1.What Commonwealth of Virginia agency or entity do you represent?
2.What is your Commonwealth of Virginia email address?
3.Briefly describe what your agency does to adapt and sustain digital citizen/customer-engagement strategies and manage related programs/projects.
4.(For data only) What position(s) are responsible for architecting citizen/customer experience in your agency?
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
Live chat/online help
Location services
Messaging apps
Multilingual capabilities
Native mobile apps
Personalized experience
Single sign-on (SSO)
Social media
Text message/SMS
Amazon Echo/Alexa AI
Chatbots
Google Home/Google Assistant
Open API
Third-party service provider
Translation - Machine
Translation - Native or human
Wearable technologies (Apple Watch, Fitbit)
Digital signage
Self-service kiosks/terminals
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.
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.
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).
9.Describe any innovations used with your current experience channels.
10.How do you enable a seamless, omni-channel experience across your entire set of services?
11.How does your organization approach identity access management (IAM)? (for example, single sign-on (SSO), third party, etc.)
12.Select the methods of citizen/customer feedback you’re using, if applicable. (Select all that apply.)
13.Describe any automated or artificial intelligence-based approaches to citizen/customer feedback and service delivery.
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.
15.What’s next for your citizen/customer digital experience? Share plans or service procurements below.
16.(Data collection only): Please list any applicable private sector partners for this overall information.
17.Please list any major programs or projects you'd like to share for award entry consideration on the following topics:
Current Progress,
0 of 17 answered