From Long Lines to Logins: What Happens When Government Works Better for Everyone?

People can order groceries, deposit checks, and manage their healthcare from a smartphone. So why does dealing with government still sometimes require paperwork, phone trees, waits, and multiple websites?

For-profit companies have trained us to expect fast and simple digital service. But when people need government — to renew a license, access benefits and documents, resolve a court matter, or find workforce support — the experience can often still feel fragmented and frustrating.

Across Ohio and Central Ohio, that’s changing. From the Ohio BMV’s digital upgrades to COTA’s “Tap to Pay” fare technology, local broadband efforts, and AI-enabled traffic management, public agencies are rethinking how government serves residents and businesses.

The goal isn’t just to digitize paperwork. It’s to make public services more capable, faster, and centered on citizens. Efficient public services don’t just save time for residents. They help employers attract talent, support entrepreneurs, and strengthen economic competitiveness.

As governments modernize, they face a difficult balancing act: delivering the speed and convenience people expect while protecting privacy, maintaining trust, and ensuring no one is left behind.

Innovation also raises questions. Who benefits when government goes digital? Can government funding be equally innovative across a huge spectrum of complex services? How should agencies use AI responsibly? And what does it take to build public systems that are not only faster, but fairer?

Join us for a timely conversation about the future of government service — and how innovation, technology, and better design are helping public agencies earn trust, save time, lower barriers, and boost Ohio’s competitiveness.

Featuring Remard Colston, InnovateOhio Platform Administrator, State of Ohio; Daniel Poliquin, Principal, Digital Trust & Privacy / Government and Public Sector, Deloitte & Touche, with moderator Megan Kilgore, Co-Founder, BKC Group. Additional panelists to be announced.