5 State and Local Government IT Trends to Watch in 2021

4. RPA, Chatbots Will Dominate Emerging Tech Discussion
The emerging technologies that states embraced this year to respond to huge demands, including robotic process automation and chatbots to answer citizen queries, will likely see more investment in 2021.
That’s despite the fact that many states will see their IT budgets shrink. “Some of those that are innovative, and creating a huge ROI or making it easier for the citizens to interact with the state, those things still have a lot of momentum behind them,” Utah CIO Mike Hussey tells 
StateTech.
Hussey notes that chatbots were a technology the state had been eyeing, but the pandemic spurred Utah to roll them out to answer questions related to unemployment claims.

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