Contactless Government is Booming: 10 Ways to Keep the Momentum Going

Abstract

The term �contactless� has become increasingly popular in recent months, thanks to the resilience of COVID-19. Demand for digital and no-touch services has grown by 20 percent in the U.S., according to the consulting firm�McKinsey, and governments have responded, ramping up online portals and services, rolling out contactless transit systems, enabling remote visits by social workers, and enlisting�chatbots�to support surging demand in call centers. But governments� rapid response to the COVID-19 pandemic goes far beyond digital payment and delivery of services. Remote work, virtual hearings, digital identities and other technologies all are reshaping how governments operate and interact with their constituents in ways that will long outlast the pandemic. But government leaders face new challenges as they seek to maintain momentum beyond the pandemic. Here are 10 areas to focus on.