California Governor Gavin Newsom has proposed a new Office of Digital Innovation as part of the state’s 2019-20 budget with initial start-up costs of $36.2 million and 50 positions. The proposal also includes an innovation academy and $20 million innovation fund.
The office will reside under the California Government Operations Agency and “have the authority to develop and enforce requirements for departments to assess their service delivery models and underlying business processes from an end-user perspective.”
From the proposal:
A primary goal of government is the efficient delivery of government services. To further this goal, California must change the way it approaches service delivery and technology investments. Millions of Californians interact with government services every day: residents apply for drivers’ licenses, students compare financial aid options, and small business owners apply for licenses or pay business taxes. Too often, outdated tools and complex systems make these interactions cumbersome and frustrating. Additionally, manual processes and the lack of digital service delivery often require individuals to take time off work and go to a physical office to interact directly with government staff.
The state must transform from a passive governance model that largely responds to individual statutory and policy mandates to one that actively establishes measurable customer service benchmarks and leading digital service delivery from a programmatic and statewide perspective.