4 Pa. Code § 5.1063 - Responsibilities

CODE PA shall:

(1) Prioritize digital services that create or unlock economic opportunities for residents of this Commonwealth, including pathways to family sustaining careers; upskilling and training opportunities; access to vital government resources or licenses, occupations and certifications; and opportunities to improve outcomes and advance equity for users.

(2) Be empowered to generate qualitative and quantitative research and insights about users to drive the redesign of the user experience in accordance with Commonwealth data privacy policy; iterate on new designs to transform the user experience with scalable low to extensive code solutions in accordance with Commonwealth best practices; and holistically approach these efforts with curiosity, empathy and integrity.

(3) Collaborate with OIT to review and assess all requests from Commonwealth agencies for new or redesigned applications to evaluate the most optimal design and development approach including those that encourage in-house development.

(4) Collaborate and coordinate with the Department of General Services and the OIT leadership team to study innovative procurement practices to the acquisition of digital products by and for Commonwealth agencies, to facilitate the rapid provision of high-quality digital services that are based on users' needs and comply with Commonwealth best practices regarding data privacy, security and accessibility.

(5) Enable an online service delivery system that would provide a universal entry way to all Commonwealth programs, services and resources organized by users' needs and life experiences rather than agency program areas by:

(i) Delivering a consistent and friendly user experience across all Commonwealth agencies informed by human-centered design principles and user research.

(ii) Incorporating user feedback continuously into digital applications to ensure users' expectations and needs are better met.

(iii) Partnering with the OA's Chief Data Officer and the Office of General Counsel to promote where possible the sharing and integration of data across agencies to glean users' insights and measure experience, including satisfaction and trust across Commonwealth services.

(iv) Supporting the CIO's efforts to consolidate or eliminate outdated technologies and systems that are costly or challenging to maintain, insecure or no longer impactful with the goal of minimizing or preventing the Commonwealth from incurring technical debt.

(v) Designing digital services that incorporate best practices regarding data privacy, security and accessibility associated with Commonwealth data, devices and materials to provide comprehensive protections and manage risk.

(vi) Following Commonwealth data source standards to facilitate better connections and access of user data.

(6) Undertake periodic discovery sprints identifying needs and opportunities, to further execute and complete the Commonwealth's digital services modernization efforts, including but not limited to:

(i) A concise, user-friendly directory of all services administered by the Commonwealth that are available online.

(ii) A digitization of Commonwealth services so that they are available to be included in a digital ID wallet.

(iii) A secure, quick and efficient manner of responding to questions asked at any phase of the user experience.

(iv) A consistent, secure ID authentication and verification login to streamline the user experience and eliminate multiple log-in credentials.

(7) Promote and achieve true digital equity in the Commonwealth by:

(i) Adopting a human-centered design approach in which services are designed to be equitable by striving to provide accessible options to users irrespective of connectivity available to them.

(ii) Undertaking a review of all paper-based processes and, wherever statutorily possible, consider transitioning to a digital environment.

(iii) Identifying processes where in-person or paper-based service delivery would better improve accessibility for those residing in "broadband deserts" or otherwise unable to attain services online.

(iv) Utilizing digital accessibility standards throughout the user experience, including ensuring government services are written in concise and plain language.

(v) Offering translation in multiple languages wherever possible.

Notes

4 Pa. Code § 5.1063

Adopted by Pennsylvania Bulletin, Vol 53, No. 20. May 20, 2023, effective 5/20/2023