Connecticut’s Digital Journey: Lessons from the Public Sector

How can governments design digital services that work for everyone—from tech-savvy residents to frontline staff and those who prefer offline support? Join Max Geigel as he shares Connecticut’s transformative approach to bridging the gap between innovation and inclusivity in public sector digital transformation. 

Jey Focus Areas:

• User-Centered Design: Prioritizing services for residents like "Maria" (tech-savvy users) and "Sven" (accessibility needs), while streamlining tools for staff like "Chris" to improve efficiency.

• Enterprise Solutions: Scaling from standalone projects (e.g., business.ct.gov) to shared platforms (chatbots, single sign-on) integrated across agencies.

• Inclusive Access: Balancing digital innovation with support for offline users ("Gloria"), ensuring no one is left behind.

Lessons Learned:

1. Design for All: Address diverse user needs upfront to reduce friction and increase adoption.

2. Staff Experience Matters: Improved resident tools free up staff to focus on complex cases.

3. Think Holistically: Digital transformation isn’t just tech—it’s reshaping workflows and expectations.

Connecticut’s journey underscores that successful digital government requires empathy, collaboration, and scalable solutions, lessons applicable to any public sector organization.