Key Takeaways

• Joyce Edson, Los Angeles Deputy CIO, is transforming public service delivery through technology to enhance citizen experience.
• The Angeleno Account portal streamlines access to city services, allowing residents to engage seamlessly with government functions.
• Collaboration with technology partners is crucial for achieving digital equity and improving public sector efficiency in urban settings.

Joyce Edson, born and raised in Los Angeles, has witnessed significant changes in the city, especially in the Little Tokyo district. As a third-generation Japanese American, Edson has deep roots in the community, which has evolved into a more upscale and diverse area. As the Deputy CIO and Executive Officer of the Information Technology Agency (ITA), she plays a vital role in enhancing public services across Los Angeles’s expansive 469 square miles, serving around 4 million residents and many visitors.

The ITA oversees digital services for multiple city departments, including the LAPD and the Department of Water and Power. With approximately two-thirds of city departments having their own IT teams, the ITA acts as a central hub that aligns these efforts, ensuring accessible digital services that meet residents’ expectations, particularly as the city prepares for the 2028 Summer Olympic Games.

Edson emphasizes that the aim is to make Los Angeles feel more like a small town for those interacting with city services. This focus on citizen experience (CX) aligns with a broader trend identified by consultancy McKinsey, which emphasizes the importance of CX in government amid rising expectations from the public.

The pandemic accelerated the shift towards digital services, allowing city governments, including LA, to make significant advancements in their technological capabilities in a short time. A key initiative has been the launch of the Angeleno Account, a comprehensive portal providing easy access to city services tailored to individual residents’ needs. The platform allows users to navigate various municipal services efficiently, from procurement opportunities to building permits and appointments.

Beyond technology infrastructure, a more expansive understanding of a ‘smart city’ includes a digital services layer that caters to residents’ needs. This perspective reinforces the idea that citizen engagement is critical, necessitating efforts toward digital equity. The pandemic highlighted disparities in broadband access, prompting cities like Philadelphia to implement programs aimed at improving internet connectivity and access to technology for underserved populations.

Buss, the Deputy CIO of Philadelphia, notes the importance of public-private partnerships in achieving these goals. These alliances can provide fresh perspectives, technical expertise, and necessary funding for initiatives like the PHLConnectED program, which subsidizes internet access for families. Both Edson and Buss emphasize that successful services rely heavily on collaboration with technology providers, which can help integrate data systems and enhance cross-departmental cooperation.

Ultimately, the effectiveness of digital services in government can foster trust among citizens. As the interaction between residents and public services increasingly shifts online, creating a positive and secure user experience becomes paramount to improving public trust and demonstrating a commitment to responsive governance.

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