In the 2021 State CIO Survey we asked a variety of open-ended questions about COVID-19 and how things have or will change because of the pandemic and what might remain the same. CIOs were introspective and have clearly learned a lot since early 2020. For CIOs, there is no going back to pre-pandemic business models. State CIOs told us that the pandemic has highlighted the value of technology and how it is critical to delivery of government services and to productivity of state employees. CIOs also thought their role could become even more important in the workforce conversation as remote work policies and culture begins to change.
Rank the top five business processes, practices or investment changes that you believe will continue post COVID-19 pandemic?
Increased attention on digital government services/citizen experience
(#3 in 2020 survey)
Expanded work from home/remote work options
(#1 in 2020 survey)
Investments in broadband expansion/adoption
(#4 in 2020 survey)
Expanded use of collaboration platforms/remote meetings
(#2 in 2020 survey)
Increased priority and investment in legacy modernization
(#5 in 2020 survey)
“The biggest take-away is that we can deliver solutions and services faster than ever before. There is a greater focus on working together as an enterprise and we have implemented platforms and technologies that support that.” - 2021 State CIO survey
In this year's survey, with responses being collected a full year after the pandemic began, one answer overwhelmingly stood out as the biggest driver for state governments' need to digitize: “better online experience for citizens.” The COVID pandemic demanded a rapid response by government to citizen needs. While a difficult time, it did provide a great opportunity to simplify and innovate. When CIOs were asked what digital services and work practices instituted during the pandemic they expect to retain, work from home and enhanced security and online services were the clear top choices. The practice least likely to stay was simplified procurement, suggesting the rules were relaxed purely to deal with an emergency, not for any long-term benefit.
There was a major shift in this year’s survey versus the 2020 survey to the question “What emerging IT area will be most impactful in the next 3-5 years?” Low-code/no-code was the top selection with 31 percent of responses in this year’s survey, which is almost double the second highest response (artificial intelligence/machine learning). This reflects the need to deliver point solutions rapidly in response to the COVID-19 pandemic.
CORRECT
74% of State CIOs condiser Better online experience for citizents to be the biggest driver to expand digital services. Increased public participation, and optimizing operations were in 2nd and 3rd place.
INCORRECT
74% of State CIOs condiser Better online experience for citizents to be the biggest driver to expand digital services. Increased public participation, and optimizing operations were in 2nd and 3rd place.
What emerging IT area will be most impactful in the next 3-5 years? (Hover to view)
Low-code/no-code
Artificial intelligence (AI)/
Machine learning
Robotic process automation (RPA)
Internet of things (IoT)
Remote work technology
Without a doubt, broadband and the importance of connectivity has been one of the biggest issues thrust into the spotlight during the COVID-19 pandemic. While CIOs have not traditionally had broadband under their authority—in the 2020 State CIO Survey only 23 percent of state CIOs told us they lead strategic planning and implementation—most, if not all, now have some responsibility in the deployment and adoption of broadband in their states. CIOs told us that additional funding for broadband has increased implementation and there is now serious consideration of legislation to create new broadband councils and other related initiatives.
What are the biggest roadblocks with broadband deployment or implementation in your state? (choose top three)
Understanding of the federal grant process and compliance
Carrier advocacy/incumbent protection
Lack of public-private partnership opportunitie
Lack of agency coordination
Understanding of the state grant process and compliance
The modernization of legacy systems is another longstanding issue that was put on full display during the COVID-19 pandemic. While some systems were exposed for being out of date, others simply no longer met the business needs of the state. Consistent with our questions relating to emerging technologies, over 70 percent of CIOs reported use of low-code/no-code technologies to support legacy modernization.
Is your state using low-code/no-code technologies as part of its legacy system modernization strategy?
CORRECT
52% say pre-approved list of low-code/no-code platforms that the state agencies can use is a priority. 33% say centralized and enhanced security through a standardized development platform and 27% say the state agencies make their own investment decision.
INCORRECT
52% say pre-approved list of low-code/no-code platforms that the state agencies can use is a priority. 33% say centralized and enhanced security through a standardized development platform and 27% say the state agencies make their own investment decision.