By Jim Weaver, North Carolina Department of Information Technology Secretary and State Chief Information Officer How a people-centric approach can drive digital inclusivity, innovation and growth.
As U.S. state and local governments continue to prioritize digital transformation, they face unique challenges in enhancing services, streamlining internal processes, and improving the lives of all their citizens. Here in North Carolina, state government is taking proactive steps toward these goals through our strategic blueprint for digital transformation.
At the heart of this blueprint is the concept of a digital continuum that encompasses all aspects of government operations, from internal processes to constituent-facing services. In adopting this holistic perspective, the state acknowledges that internet connectivity alone cannot bridge the gaps that exist today. It requires a people-centric approach that also considers affordability, access to devices and digital literacy, and online content that is accessible and inclusive.
What is the digital continuum?
Unlike the before-and-after binary of a “digital divide,” the digital continuum is a vision where government digital technology efforts continually adapt to the evolving needs of all people, ensuring no one is left behind. That means changing how we work to close the gap between those who benefit from the internet and those who struggle to do so.
The digital continuum calls for greater access to connected, user-friendly technologies. It prioritizes digital literacy and ongoing support systems to ensure everyone can participate in the digital world—including people of all backgrounds, communities, ages and economic groups. In North Carolina, internet access is the starting point, not the end, of bringing the benefits of the internet to all our people.
For the people we serve, the digital continuum means fewer disparities in digital access and competence, promoting inclusivity and empowering individuals with diverse backgrounds and needs. It means providing everyone with the tools and skills necessary to use digital services that improve their daily lives. For businesses, especially those in local economies, the digital continuum represents an opportunity to thrive in digital marketplaces—a first for many companies that have been marginalized by a lack of access to digital resources. Bridging disparities means businesses can cater to wider audiences, provide more inclusive and accessible services, enhance customer experiences and foster economic growth.
In essence, the digital continuum addresses both the tangible and intangible barriers to digital accessibility—an approach that benefits all stakeholders.
Advancing accessibility with updated systems
New, secure cloud-computing technologies can help strengthen the digital continuum and advance digital accessibility and inclusivity. But adopting them often involves transitioning from legacy, on-premise systems that are deeply integrated into existing operations. Legacy modernization can be difficult due to the complexity and the critical functions legacy systems perform, while moving to cloud infrastructure requires careful planning and execution to maintain service continuity and data integrity. Security is also a concern; shifting to the cloud must include strong measures to protect sensitive data and comply with data protection laws.
Fortunately, it’s often possible, even preferable, to keep some workloads on legacy systems where it makes sense. This can minimize the expense, disruption and risk of a full cloud migration while achieving the same benefits.
That said, the benefits of cloud computing are significant. Cloud platforms offer better scalability, efficiency and agility, helping public institutions meet changing digital needs more quickly and effectively. The cloud also supports the digital continuum with more accessible and dependable digital services.
Recommendations for adopting your own people-centric approach
A true people-centric approach accounts for the diverse needs of everyone. By prioritizing accessibility, ease of use and security, it reflects a commitment to equitable access to digital services. In North Carolina, our strategy focuses on extending connectivity to underserved areas, expanding digital literacy through partnerships with local, trusted community organizations and ensuring our people have consistent access to digital devices and accessible online services. Recognizing that internet access is just the starting point, our plan goes further to tackle individual communities’ barriers to digital literacy as discovered during our work in 2023 to collect feedback from thousands of individuals and organizations across the state. It also moves to protect people’s identities and data privacy in the long-term.
Here are my recommendations for getting started with your own digital transformation strategy:
Engage your communities as you expand broadband connectivity
To ensure the success of broadband expansion efforts, actively involve communities in the planning and implementation stages. This approach enables the identification of specific needs and preferences, which can vary significantly between different areas, especially contrasting rural versus urban settings. Engaging communities from the outset fosters a sense of ownership and ensures that the infrastructure developed meets the actual needs of those it aims to serve.
One standout initiative here in North Carolina is the state’s investment in broadband expansion to a variety of underserved areas, which elevates the baseline for internet access across both rural and urban landscapes.
This effort focuses not only on the physical infrastructure needed for high-speed internet but also on the affordability and availability of these services, access to appropriate devices and digital skills training, ensuring that these barriers do not prevent people from accessing the digital world.
Leverage public-private partnerships for digital literacy
Strengthening digital literacy should not fall solely on public institutions. Instead, work to forge partnerships with private enterprises like nonprofits, community anchor institutions and other state digital inclusion partners. These collaborations can bring in additional resources, expertise and innovation, making digital literacy programs more dynamic and responsive to technological advancements. Private sector involvement can also help scale these initiatives, reaching a wider audience more effectively.
By partnering with local government and libraries, community centers, schools and universities, and non-profits with community trust, North Carolina aims to equip residents with the skills they need to navigate digital environments successfully. That means accessing digital government services, finding and acting on employment opportunities online and participating in the digital economy. We are also working to expand vocational training in IT, helping to prepare a digital workforce that does not depend solely on four-year degrees.
Prioritize user-friendly design in digital services
When enhancing digital services, prioritizing user-friendly design is both a legal requirement, in compliance with the ADA Standards for Accessible Design, and crucial for true inclusion. This means not only making interfaces intuitive for all users, including those with disabilities, but also making sure that information is easily accessible and understandable. By focusing on the user experience, the state can increase the adoption and effective use of digital services, ensuring that investments in these areas deliver the greatest value.
North Carolina works to enhance the user experience of our digital services, making them more intuitive and accessible. The state also prioritizes maintaining human interactions within digital services, particularly in such sensitive areas as human services and public health. Redesigning government websites and digital platforms with a focus on user-friendliness and inclusivity helps to ensure that individuals with disabilities, as well as those who lack technology proficiency, can access and benefit from these services.
Create a robust framework for cybersecurity and privacy
Adopt a comprehensive approach to cybersecurity and privacy, which includes regular audits, updating best practices, and educating the public and employees about potential risks and safeguards. A robust framework protects sensitive data and builds trust with the public, assuring them that their information is secure. It also enables the state to be proactive rather than reactive in the face of evolving cyber threats.
In North Carolina, we manage a delicate balance between using data to improve services and safeguarding people’s data privacy. By adopting privacy-by-design principles, the state ensures that all digital initiatives are built with the protection of personal information at their core, fostering a trust-based relationship. Managing citizen identities is complex, especially as the number of services and citizens using them increases. North Carolina faces added complexities given the many out-of-state service people who live on and around our military bases. The state is navigating these challenges by developing secure, yet flexible, systems for digital identity management.
These systems aim to respect individual privacy as they streamline access to government services, recognizing the importance of user-friendly interfaces that accommodate citizens with diverse needs. New, more sophisticated cybersecurity efforts also protect sensitive information while ensuring digital services stay resilient against future types of attacks.
Invest in cloud computing training for public sector employees
If your state does make a transition to the cloud, invest in targeted cloud training programs for public sector employees. This will equip them with the necessary skills to manage and utilize cloud-based systems effectively, ensuring that the transition to cloud computing enhances service delivery without disrupting ongoing operations. Training should be continuous, adapting to new developments and technologies, to keep the workforce at the forefront of public sector innovation.
The pace of your digital transformation is likely to vary. Sometimes it will be slow, measured in inches. At other times, you’ll make giant leaps forward. It’s essential to embrace each of these moments as a victory, no matter its size. If you’re moving your people, processes and technology in the right direction, each one is a win.
