THE GOVERNOR
[53 Pa.B. 2688]
[Saturday, May 20, 2023]
Title 4—ADMINISTRATION
PART I. GOVERNOR'S OFFICE
[4 PA. CODE CHS. 5 AND 6]
[EXECUTIVE ORDER NO. 2023-08]
Bolstering Service Delivery through a Digital Experience Strategy April 25, 2023
Whereas, there should be no wrong door through which a Pennsylvanian can access or communicate with their government and get answers; and
Whereas, every interaction between state government and the public should be simple, seamless, and secure to build Pennsylvanians' trust and confidence in their government regardless of their understanding of or familiarity with government; and
Whereas, Pennsylvanians are increasingly accessing government services predominately or entirely online; and
Whereas, Commonwealth services should not be overly burdensome or have significant administrative hurdles; but rather, should allow users to navigate the systems with ease and minimal use of their time; and
Whereas, Commonwealth delivery of services should be as effective and efficient as possible with the goal of saving taxpayer money; and
Whereas, the Commonwealth desires to deliver modern, accessible, transparent, and effective digital services equitably and effectively, including to those who have been historically underserved.
Now, Therefore, I, Josh Shapiro, Governor of the Commonwealth of Pennsylvania, by virtue of the authority vested in me by the Constitution of the Commonwealth of Pennsylvania and other laws, do hereby order and direct the following:
Governor
Fiscal Note: GOV-2023-08. Under section 612 of The Administrative Code of 1929 (71 P.S. § 232), (1) General Fund; (2) Implementing Year 2022-23 is $1,600,000; (3) 1st Succeeding Year 2023-24 through 5th Succeeding Year 2027-28 are $1,600,000; (4) 2021-22 Program—$N/A; 2020-21 Program—$N/A; 2019-20 Program—$N/A; (7) Office of Administration General Government Operations; (8) recommends adoption. The General Government Operations appropriation is able to absorb this increase.
Annex A
TITLE 4. ADMINISTRATION
PART I. GOVERNOR'S OFFICE
CHAPTER 5. COUNCILS AND COMMITTEES
Subchapter YYY. COMMONWEALTH OFFICE OF DIGITAL EXPERIENCE Sec.
5.1061. Definitions. 5.1062. Purpose. 5.1063. Responsibilities. 5.1064. Composition of CODE PA. 5.1065. Implementation. 5.1066. Termination date. 5.1067. Rescission. § 5.1061. Definitions.
CIO—The Chief Information Officer of the Commonwealth.
CODE PA—Commonwealth Office of Digital Experience.
Digital equity—A condition in which all individuals and communities have the information technology capacity needed for full participation in our society, democracy and economy.
Digital services—Government services delivered to users through web sites, e-mails and mobile applications; the software used by users to access services and staff to administer them; and any and all current and future digital technology.
Discovery sprints—A methodology to quickly build a common understanding of the status and problem facing a complex organization, system or service. Discovery sprints are used to identify possible solutions, which may be considered by the people at the organization who will carry that work forward.
Human-centered design—An interdisciplinary methodology of putting people, including those who will use or be impacted by what one creates, at the center of any process, product, service and experience to solve challenging problems.
OA—The Office of Administration of the Commonwealth.
OIT—The Office of Information Technology of the Commonwealth.
Service delivery—Actions by the Commonwealth to provide a benefit or service to a user of the Commonwealth's services or programs. These actions pertain to all points of the Commonwealth-to-user delivery process, including when a user applies for a benefit, seeks information, files taxes or complies with a regulation or law, and uses resources such as a state park.
Technical debt—The accumulation of internal work built up from implementing potentially short-sighted solutions that do not effectively serve users.
UX or User experience—The users' perceptions and overall satisfaction of the interactions they have with a Commonwealth agency, product or service.
User—Residents of this Commonwealth, businesses and visitors who access the Commonwealth's online presence and services.
§ 5.1062. Purpose.
CODE PA is created to improve, streamline and continuously adapt the Commonwealth's digital services so that interactions between users and Commonwealth entities are simple, seamless and secure.
§ 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.
§ 5.1064. Composition of CODE PA.
(a) CODE PA shall be housed within the OA and led by an Executive Director, who will be an employee of OA with a dual report to the Commonwealth's CIO and the Governor's Director of Digital Strategy.
(b) The Executive Director shall be a member of the CIO's and the Secretary of Administration's senior executive team.
(c) The Executive Director shall recruit top technical talent into the Commonwealth and oversee an interdisciplinary staff which might include, by way of example, product managers; frontend and backend software developers; UX researchers and designers; service designers; content strategists; community engagement specialists; strategic procurement analysts; data scientists; and contracting specialists.
§ 5.1065. Implementation.
(a) This subchapter must be implemented consistent with applicable law. This subchapter is not intended to, and does not create, any right or benefit, substantive or procedural, enforceable at law or in equity by any party against the Commonwealth, its departments, agencies or entities, its officers, employees or agents, or any other persons.
(b) Commonwealth agencies under the Governor's jurisdiction shall take all steps necessary to implement this subchapter, including coordinating across agency organizational lines and responsibilities to create a unified user and digital experience for residents of and visitors to this Commonwealth. Independent agencies are also strongly encouraged to participate.
§ 5.1066. Termination date.
This subchapter shall take effect immediately and shall remain in effect until amended or rescinded by the Governor.
§ 5.1067. Rescission.
Effective immediately, Executive Order 2019-04, dated July 24, 2019, is hereby rescinded.
(Editor's Note: 4 Pa. Code, Subchapter LLL, §§ 6.761—6.768, which is the codification of Executive Order 2019-04, is reserved as a result of the recission of Executive Order 2019-04 under § 5.1067.)
CHAPTER 6. ADDITIONAL COUNCILS AND COMMITTEES
Subchapter LLL. [RESERVED] Sec.
6.761—6.768. [Reserved].
[Pa.B. Doc. No. 23-659. Filed for public inspection May 19, 2023, 9:00 a.m.]
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