Episode 16: Accessibility for All

Episode 16: Accessibility for All

In part two of our multi-part series on customer experience, we’re focusing on accessibility, especially when it comes to online services.  This coming May 21 is the 15th anniversary of Global Accessibility Awareness Day, the perfect time to discuss this crucial topic. You’ve heard us discuss accessibility on this show before, in our discussions with the Human-Centered Design Team and the NYS Chief Customer Experience Officer. But for someone who can’t see, what is the experience when accessing government services online? We say, “accessibility is for everyone,” but what does that really mean? How does that affect the average New Yorker living their daily life? What does “a eleven y” stand for?  On this episode, we sit down with Ethan Ligon and Michele Bruno of the Human-Centered Design team as they explain how building accessibility into online resources makes the customer experience better for everyone. Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov [https://its.ny.gov]. Follow us on X [https://x.com/NYSITS], LinkedIn [https://www.linkedin.com/company/nys-office-of-information-technology-services/], Instagram [https://www.instagram.com/nys.office.its/] and Facebook [https://www.facebook.com/NYS.Office.ITS].

Episode 15: Customer Experience in NYS

Increased efficiency. Shorter wait times. Clearer guidelines. Better online experiences. Enhanced equity. Getting New Yorkers what they need from their state government agencies as smoothly as possible. These are the key motivations behind Governor Hochul’s customer experience initiative, which she announced as part of her 2023 State of the State address. As part of this initiative, the governor appointed Tonya Webster as New York’s first-ever Chief Customer Experience Officer. In this role, Tonya is charged with reimaging how New Yorkers interact with government, ensuring that essential services are designed around the lives of our customers, rather than the complexity of bureaucracy.  On this episode, the first of a multi-part miniseries on customer experience, we are fortunate to sit down with Tonya to discuss how to reduce friction when accessing government services, as well as how ITS is poised to help her Office drive the customer experience revolution in New York. Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov [https://its.ny.gov]. Follow us on X [https://x.com/NYSITS], LinkedIn [https://www.linkedin.com/company/nys-office-of-information-technology-services/], Instagram [https://www.instagram.com/nys.office.its/] and Facebook [https://www.facebook.com/NYS.Office.ITS].

IT'S a Tech Podcast Firewall Chat: DMV DRIVES, featuring Andrea Rohan, DCT

Welcome to the first IT’S a Tech Podcast firewall chat! This shortform series will allow us to focus on specific people, projects and progress that are moving technology forward for New York State government. On today’s episode, Andrea Rohan, the Deputy Commissioner for Technology for the New York State Department of Motor Vehicles, talks about the recent launch of the DRIVES application, including how this change will make the DMV experience even better for all New Yorkers. Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov [https://its.ny.gov]. Follow us on X [https://x.com/NYSITS], LinkedIn [https://www.linkedin.com/company/nys-office-of-information-technology-services/], Instagram [https://www.instagram.com/nys.office.its/] and Facebook [https://www.facebook.com/NYS.Office.ITS].

Episode 14: Doing Business with ITS

Procurement. It’s a word that is often mentioned in relation to state government. We’ve referred to it more than once on this very podcast.  Governor Kathy Hochul has talked about improving customer service and cultivating efficiency in government, including improving State procurement. The New York State Office of General Services works closely with the governor, the legislature, and the Division of the Budget to outline guidelines that determine state agency procurement procedures. But what does “procurement” really mean? How does it affect how government agencies deliver crucial services to the people that need them? Why does it work the way it works, and how can it be better? On this episode, David Burmaster, ITS Director of Procurement Services, talks about how this essential government function affects our agency’s mission and vision, including some best practices for doing business with ITS. Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov [https://its.ny.gov]. Follow us on X [https://x.com/NYSITS], LinkedIn [https://www.linkedin.com/company/nys-office-of-information-technology-services/], Instagram [https://www.instagram.com/nys.office.its/] and Facebook [https://www.facebook.com/NYS.Office.ITS].

Episode 13: AI in New York State

Over the past few years, generative artificial intelligence, or AI, has been incorporated into a variety of programs and tools, inspiring some to ask what tasks could be streamlined and improved through the use of this technology. In 2024, Governor Hochul included AI in her State of the State address, announcing the Empire AI initiative and a new policy, authored by ITS, to govern the safe and responsible use of AI to benefit all New Yorkers. Over the past few years, as this technology has evolved, ITS has been working behind the scenes, preparing to implement AI where it makes sense, streamlining processes, making tasks easier for the talented New York State workforce and making government services more accessible for the people who need them. On today’s episode, New York State’s new Chief Artificial Intelligence Officer, Dr. Eleonore Fournier-Tombs, will give our listeners a general overview of what is in store for the future of New York State as the scope and capabilities of AI continue to evolve. Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov [https://its.ny.gov]. Follow us on X [https://x.com/NYSITS], LinkedIn [https://www.linkedin.com/company/nys-office-of-information-technology-services/], Instagram [https://www.instagram.com/nys.office.its/] and Facebook [https://www.facebook.com/NYS.Office.ITS].