Digital experiences in government: the need for speed.

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1 INTRODUCTION Digital experiences in government: the need for speed. The state of digital experiences among state governments. Outdated, manual services aren t just frustrating for citizens, they slow government processes and increase costs. The Governing Institute recently analyzed how well state governments are delivering digital experiences for citizens, employees, and businesses, and points to a roadmap for getting ahead. A better digital experience matters to your state and your citizens. ELIMINATES PEN-TO-PAPER INEFFICIENCY REDUCES TRANSACTIONAL COSTS IMPROVES CITIZEN EXPERIENCES 37% 40 80% 37% of business leaders say they have issues with documents that are missing signatures, initials, and dates, or are signed by the wrong person. 1 Governments are finding ways to serve and save with digital, reducing the average transaction cost from $16.90 in person to 40 online. 2 80% of states provide online guides to improve the job application process which was also most likely to be mobile-enabled and responsive.

2 Adobe INTRODUCTION HOW THE STATES RANK EMPLOYMENT PAYING TAXES NEW BUSINESSES The Governing Institute evaluated digital experiences in all 50 states based on how each addressed the following areas: 1 2 How do potential employees find and apply for jobs? Can customers pay taxes online? 3 Can new businesses register online? PEER PRESSURE : H O W T H E S TAT E S R A N K. Mature in all three categories 18 Mature in at least one categories 18 states aren t mature in any category. Citizens are ready for change, even if governments are not. FINDING SUCCESS

3 EMPLOYMENT APPLYING FOR EMPLOYMENT 21 mature 20 emerging 6 lagging 3 not rated 20% Less than 20% of states offer two-factor ID authentication and digital personalization states don t allow e-signatures for online employment applications. 17 higher-performing states continue to use third-party job application processors. 17 OPPORTUNITY: Processing in-house would allow for specific data analysis, better targeting, and improved recruitment efforts.

4 PAYING TAXES PAYING TAXES ONLINE 3 mature 30 emerging 5 lagging 12 not rated states don t offer e-signatures and online tax filing requiring customers to download tax forms and mail in signed copies. Over 90% of state tax sites are not mobile responsive. 90% OPPORTUNITY: Online filing using e-signatures and mobile-friendly sites help states process taxes with fewer input errors.

5 NEW BUSINESSES REGISTERING NEW BUSINESSES 19 mature 19 emerging 7 lagging 5 not rated states do not allow businesses to create a user profile. 22 states don t allow business registration to utilize e-signatures states require businesses to mail in their registration forms. 28 state business registration sites are not mobile-enabled state sites are not responsive to screen size. OPPORTUNITY: Simplifying forms and allowing businesses to create online profiles makes it easier to do business, which encourages economic development.

6 Adobe INTRODUCTION HOW THE STATES RANK EMPLOYMENT PAYING TAXES NEW BUSINESSES Where states are finding success. IN San Francisco 99% of tax filings are handled automatically to process a growing number of filings and recognize revenue more quickly. IN Hawaii 20 minutes is all it takes to onboard new employees, using e-signature capabilities to speed processes. View video Save time and save money. Calculate now. Use our Government Savings Calculator right now to determine where and how much you can save. Visit adobegovernmentsavings.com Digital maturity in state governments links to higher citizen satisfaction and can also attract new businesses. Government agencies that take a modern approach to service delivery less paper and more digital tools such as secure online forms and e-signatures can streamline processes and create better, more personal experiences. In addition, building a digital foundation now will lead to improved services in the future, able to scale with the growth and needs of the population. Transactions can be automated. Digital records can be securely created and accessed, from any device. And governments will be much more flexible in how they engage with their citizens. Learn how to turn your agency into a model of digital maturity. Read the Governing Institute white paper, Delivering on the Digital Experiences that Drive Efficiency, sponsored by Adobe. Read now Simplified and secure digital interactions it s what every citizen expects. Find out how Adobe is helping governments form a more perfect experience. See how Contact us FINDING SUCESS