City of Los Angeles departments and experts have highlighted several strategic hurdles to overcome as they strive to expand Smart City digital services capabilities by 2028. The city is committed to continuously improving its digital user experiences and its customer journey services. Some of their identified challenges include: improving user experience (UX) across LA digital services; Accessibility and knowledge of LA digital services; and Confidentiality and Ethics Concerns.
In the City of Los Angeles, technology is fundamental to how we operate in managing traffic, planning our communities, engaging our constituencies, and protecting our residents through the coordination of existing Smart City technologies. and emerging, we are positioned to transform the way we inhabit.
– Ted Ross, Chief Information Officer, City of Los Angeles/Chief Executive Officer, Information Technology Agency
Ted added that technology enables the City of Los Angeles to efficiently and ethically improve the quality of life for residents, businesses and other stakeholders. The city’s governance ensures that all communities and businesses have access to the Internet. It includes the City of LA’s distribution of more than 5,000 computers to families in need. However, he identified some challenges such as the limited use of emerging technologies such as Blockchain and Robotic Process Automation, which limit public access to new technologies.
City departments have varying skill levels to deliver digital services and experiences to their customers, resulting in inequitable digital experiences for the general population, especially during natural disasters like the COVID-19 pandemic.
Difficulties in procurement and contracting, resulting in slow adoption of information technology and limited access to emerging technologies. The public must juggle various digital identities due to the lack of a single, centralized login and password to access multiple digital services in the City of Los Angeles.
The lack of uniformity and misunderstanding among the public is due to the variable operation of several digital services in the City of Los Angeles, in addition to the lack of timely and detailed customer feedback on the wide range of digital services offered by the city. .
The city of LA has also experienced a lack of public understanding of the many innovative digital services available to them for free; it also has limited access to public places, including bus stops, walkways, and tourist sites.
Additionally, limited access to digital services provided by the City of Los Angeles in Angelenos’ preferred language is also identified as a barrier, as is the lack of a regional procurement gateway allowing small and large businesses to compete for contracts with the City of Los Angeles; and limited controls are in place to verify that all digital services comply with Section 508 of the Rehabilitation Act 1973.
As people become more digital, they also become more skeptical of digital technology due to privacy concerns, data breaches, and other issues. As a government that relies heavily on technology, the City of Los Angeles recognizes the importance of innovative and ethical digital services.
As a solution to these challenges, the City of Los Angeles sought to create a digital public service toolkit for city departments to improve their expertise and voters’ digital experiences; write and publish an ‘LA Digital Code of Ethics’ includes technology guidelines that address public concerns about online privacy, unethical use of developing technologies such as facial recognition and equal opportunity. access to the City of Los Angeles’ digital services.
Part of this effort is designing and deploying robotic process automation (RPA) as an emerging technology for intelligent document processing, starting with data capture for vendor invoices and expanding to other city activities. The city aims to create and use blockchain as an emerging technology for smart contracts and small business registration in the years 2022-2023 to establish an innovative and secure record keeping system.
The government is also working with the chief purchasing officer (CPO) to streamline and improve the flexibility of the city’s IT procurement; Design and deploy an “Angeleno Account” that allows all residents to easily access City of Los Angeles digital services using a single digital identity and login.
Among other local government plans is the launch of a city-wide advertising campaign using LA Cityview to promote greater public awareness and use of the City of Los’ popular and innovative digital services. Angeles; create a regional procurement portal; add automated survey tools to collect user feedback in a timely manner and enable continuous improvement.