State of Maryland Wins Third Place in Government Experience Awards
September 25 2020 - 2:15PM
Business Wire
State recognized for innovative Maryland.gov
features and official chatbot
The Center for Digital Government awarded the State of Maryland
third place in the 2020 Overall State Government Experience
awards.
Maryland, which partners with digital government solutions firm
NIC Maryland, located in Annapolis, was honored for continued
improvements to the Maryland.gov multi-channel, digital government
platform, the Maryland.gov primary search bar and the state’s first
chatbot, Agent Mary.
“We are very proud of this accomplishment for the state of
Maryland,” said Nancy Schmid, General Manager of NIC Maryland.
“This recognition of Maryland.gov and its citizen-centric
capabilities illustrates the strides this partnership has made in
digital government innovation.”
Four months after Governor Larry Hogan’s State of Emergency
proclamation on March 5, 2020, Maryland.gov has provided critical
information and guidance on COVID-19 to over 4.3 million visitors.
Built using responsive mobile-first techniques, 51% of visitors
have accessed the site using a mobile device, helping citizens and
businesses without consistent internet access receive important
information. Additionally, more than 6.1 million citizens have
subscribed to receive electronic news and updates from Maryland
State agencies.
A powerful feature of the Maryland.gov portal is the site’s
primary search bar. Consistently, Maryland.gov’s top component was
search, prompting its update in late 2019. The search bar is now
prominently located and features a list of the most popular search
items populated from the “links” and “online services” lists.
Popular services can also be scheduled to appear seasonally, and
trending services show before others. All Maryland agencies have
implemented the enterprise search resulting in more than 10 million
searches annually across the enterprise of state agencies.
The State’s official chatbot, Agent Mary, provides citizens with
24/7 assistance. In 2020 alone, more than 710,000 conversations
have occurred, 37% of which occurred after business hours, and the
service has a 93% overall customer satisfaction rating.
The Government Experience Awards recognize the achievements and
best practices of states, cities and counties that excel at
creating useful online government services and applications. The
Center for Digital Government is a national research and advisory
institute on information technology policies and sets the standard
for measuring best practices in state and local government.
NIC Maryland
NIC Maryland builds, operates, maintains and markets the
official website of the state of Maryland, www.maryland.gov and its
digital government services. NIC Maryland is a collaborative
public-private partnership managed by the Department of Information
Technology (DoIT) and NIC Maryland. NIC Maryland helps Maryland
state and local government entities web-enable their services and
operates without tax funds through a self-funded digital government
services contract. NIC Maryland has developed over 150 digital
government products and services for the state of Maryland since
the contract was awarded in August 2011.
About NIC Inc.
NIC (Nasdaq: EGOV) is a leading digital government solutions and
payments company, serving more than 7,000 federal, state and local
government agencies across the nation. With headquarters in Olathe,
Kan., NIC partners with the majority of U.S. states to deliver
user-friendly digital services that make it easier and more
efficient to interact with government – providing valuable
conveniences like applying for unemployment insurance, submitting
business filings, renewing licenses, accessing information and
making secure payments without visiting a government office. In the
COVID-19 era and beyond, NIC helps government agencies rapidly
deliver digital solutions to provide essential services to citizens
and businesses alike. Having served the public sector for nearly 30
years, NIC continues to evolve with its federal, state and local
government partners to deliver innovative and cost-effective
digital government to constituents. Learn more at www.egov.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20200925005366/en/
Kara Cowie | NIC Inc Director of Corporate Communications
816-813-2350 | Kara.Cowie@egov.com
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