Adobe INTRODUCTION

Outdated, manual services aren’t just frustrating for citizens, they slow government processes and increase costs. �e Governing Institute recently analyzed how well state governments are delivering digital experiences for citizens, employees, and businesses,

and points to a roadmap for ge�ing ahead.

I M PR OV E S C I T I Z E N

E X PE R I E N C E S

80% of states provide online guides to improve the job

application process — which was also most likely to be

mobile-enabled and responsive.

80%

A be�er digital experience ma�ers to your state and your citizens.

E L I M I N AT E S PE N-TO -PA PE R I N E F F I C I E N C Y

37% of business leaders say they have issues with

documents that are missing signatures, initials, and dates,

or are signed by the wrong person.1

37%

R E D U C E S T R A N S AC T I O N A L

C O S T S

40¢Governments are �nding ways to serve and save with digital,

reducing the average transaction cost from $16.90 in

person to 40¢ online.2

�e state of digital experiences among state governments.

Digital experiences in government: the need for speed.

Adobe HOW THE STATES RANK

�e Governing Institute evaluated digital experiences in all 50 states based on how each addressed the

following areas:

Citizens are ready for change, even if governments are not.

PE E R PR E S SU R E : H O W T H E S TAT E S R A N K .

Can new businesses register online?

How do potential employees �nd and apply for jobs?

Can customers pay taxes online?

321

18 states aren’t mature in any category.18

Mature in all three categories Mature in at least one categories

Adobe EMPLOYMENT

A PPLY I N G F O R E M PLOYM E N T

25 states don’t allow e-signatures for online employment applications.

OPPORTUNITY:

Processing in-house would allow for speci�c data analysis, be�er targeting, and improved recruitment e�orts.

20%

25

Less than 20% of states o�er two-factor ID authentication and digital personalization.

17 higher-performing states continue to use third-party job application processors. 17

21 mature 20 emerging 6 lagging 3 not rated

Adobe PAYING TAXES

90%Over 90% of state tax sites are not

mobile responsive.

PAY I N G TA X E S O N L I N E

3 mature 30 emerging 5 lagging 12 not rated

OPPORTUNITY:

Online �ling using e-signatures and mobile-friendly sites help states process taxes with fewer input errors.

41 states don’t o�er e-signatures and online tax �ling — requiring customers to download tax forms and mail in signed copies.

41

Adobe NEW BUSINESSES

R E G I S T E R I N G N E W B U S I N E S S E S

19 mature 19 emerging 7 lagging 5 not rated

OPPORTUNITY:

Simplifying forms and allowing businesses to create online pro�les makes it easier to do business, which encourages economic development.

31 state sites are not responsive to screen size.

23 states do not allow businesses to create a user pro�le.23

22 states don’t allow business registration to utilize e-signatures. 22

7 states require businesses to mail in their registration forms. 7

28 state business registration sites are not mobile-enabled. 28

Adobe

Save time and save money. Calculate now. Use our Government Savings Calculator right now to determine where

and how much you can save.

Visit adobegovernmentsavings.com

Read now

1. h�ps://acrobat.adobe.com/content/dam/doc-cloud/en/pdfs/landing/adobe-digital-transformation.pdf2. h�ps://www2.deloi�e.com/content/dam/Deloi�e/au/Documents/Economics/deloi�e-au-economics-digital-government-transformation-230715.pdf

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Contact us

Simpli�ed and secure digital interactions — it’s what every citizen expects.

Find out how Adobe is helping governments form a more perfect experience.

See how

Learn how to turn your agency into a model of digital maturity.

Read the Governing Institute white paper, Delivering on the Digital Experiences that Drive E�ciency, sponsored by Adobe.

Where states are �nding success.

Digital maturity in state governments links to higher citizen satisfaction and can also a�ract new businesses. Government agencies that take a modern approach to service delivery — less paper and

more digital tools such as secure online forms and e-signatures — can streamline processes and create be�er, more personal experiences.

In addition, building a digital foundation now will lead to improved services in the future, able to scale with the growth and needs of the population. Transactions can be automated. Digital records can be securely created and accessed, from any device. And governments will be much more �exible in how

they engage with their citizens.

I N

San Francisco99% of tax �lings are handled automatically to process a growing number of �lings and recognize revenue more quickly.

I N

Hawaii20 minutesis all it takes to onboard new employees, using e-signature capabilities to speed processes.

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FINDING SUCESS