Connecting state and local government leaders
The Commonwealth Office of Digital Experience, Pennsylvania's new customer experience shop, will build and deliver accessible, equitable and effective online services.
Pennsylvania Gov. Josh Shapiro announced the Commonwealth Office of Digital Experience today as part of the state’s customer service transformation strategy. CODE PA is tasked with providing responsive, user-friendly and accessible digital services for residents.
CODE PA will include a team of user-experience designers, engineers and product managers dedicated to improving online government services, Shapiro said in a tweet today, describing the new office as a tech startup.
“[M]any Pennsylvanians are interacting with the commonwealth entirely online—and that number will only grow,” officials said in an April 25 press release. In 2022 alone, for instance, nearly half a million people filed their sales tax returns using the Department of Revenue’s myPATH system.
“Commonwealth services should not be overly burdensome or have significant administrative hurdles; but rather, should allow users to navigate the systems with ease and minimal use of their time,” according to an executive order Shapiro signed today establishing CODE PA.
To improve Pennsylvania services, CODE PA will redesign government websites with scalable solutions to enhance the user experience, according to the order. The office will also modernize identity management solutions to streamline access to online services, eliminate multiple log-in credentials and digitize state services so that they can be included in a digital ID wallet.
CODE PA will prioritize language accessibility for non-English speakers and digitizing forms that are currently only available offline, the order stated. Data sharing and integration across agencies will help CODE PA measure user experience and help maintain trust and satisfaction in the state’s digital products.
An in-house digital service team will help save taxpayers money by reducing the need to contract with external consultants and third-party vendors, Shapiro said.
CODE PA will be led by Executive Director Bryanna Pardoe. She previously served as the director of web and digital experience at Main Line Health in Philadelphia since 2021.
“CODE PA will ensure that when digital tools are used to deliver services, Pennsylvanians can rely on a seamless and trustworthy experience with their government,” said Cori Zarek, deputy administrator of the U.S. Digital Service, which is supporting CODE PA’s efforts.
CODE PA is currently accepting applications for six leadership positions. Candidates must apply by May 10.