Years into an effort to consolidate and modernize the New Jersey state government’s call centers, humans remain an important part of the process. On this week’s Priorities Podcast, Dave Cole, New Jersey chief’s innovation officer, and Joe DeLaTorre, product manager at the New Jersey Office of Innovation, say that even after improvements to the state’s digital presence, residents said they still want to talk to a live human when it comes to sensitive questions about taxes or unemployment benefits. The state’s “warm callback” algorithm predicts how many calls must be added to agents’ queues, reducing wait times and maximizing agent productivity. “A lot of these call centers are billed per minute, so whether you're talking to somebody or they're sitting on hold, your costs are the same,” Cole says. “The problem was people needed to have confidence in the system whether they were going to wait on the line or get a call back. They needed to know that somebody was actually going to follow through.”

This week’s top stories:

States are picking sides as competing election integrity efforts move ahead. New York and Virginia each recently joined competing election integrity efforts, highlighting the growing weight of politics in the nation’s elections process.

“I run at the speed of business, not at the speed of government,” Teena Piccione, North Carolina’s newly confirmed chief information officer, told StateScoop in a recent interview. Piccione became CIO last January and was confirmed last May.

As the Atlantic hurricane season begins, at least one emergency response expert is raising concerns that federal staffing cuts at the Federal Emergency Management Agency and the National Oceanic Atmospheric Administration could hinder state and local government coordination and impede public warning systems during natural disasters.
New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts,Soundcloud or Spotify.


Inside New Jersey’s AI-powered ‘warm callback’ system

Jennifer Hickerson, a senior manager who specializes in telecommunications at the professional services firm Baker Tilly, joins the Priorities Podcast this week to explain how changes to the BEAD program are affecting the outcomes in states. Final proposal submissions from states are due next week. Each state has been a different approach to how it seeks vendors and the types of technologies it pursues. Hickerson says states that have been advertising to vendors an emphasis on lowest cost have seen more responses from satellite and fixed wireless vendors. “That message really seems to have an impact on applicants,” she says. “Those who really needed to drive down those costs in a way that was no longer sustainable started to question whether it was worth it to apply for this program. It also gave the message that some technologies might fare better in applying for the BEAD program.”

Top stories this week:

In a letter addressed to Commerce Secretary Howard Lutnick and Arielle Roth, administrator of the National Telecommunications and Information Administration, 10 Democrats from the House of Representatives are asking for clarification on how states can use “nondeployment” funds they are set to soon receive through the federal Broadband Equity, Access and Deployment program. The letter asks for clarification on how states can use their BEAD funding for projects not directly related to building out new fiber networks or installing wireless towers.

Two cybersecurity incidents disabled state services over the weekend. A service in Maryland that provides transportation to people with disabilities is unable to take new reservations. And a number of Nevada’s websites, services and phone lines, including those for the Nevada Highway Patrol and Nevada State Police, faced outages.

The Texas legislature has passed several pieces of legislation aimed at strengthening protections for young campers after devastating floods last month left more than two dozen campers and counselors dead at Camp Mystic. The legislation would create new rules pertaining to alerts, emergency plans and where camps are allowed to operate.
New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Soundcloud or Spotify.

How vague BEAD guidance could lead to broadband disparities

Elizabeth Dunn, a faculty member at the University of South Florida's College of Public Health, joins the Priorities Podcast to share her expertise on the technology and psychology behind hurricane evacuation orders. She says that storms are becoming stronger and developing more quickly, elevating the importance of governments issuing clear messages. And many people who receive evacuation orders inland or who think only high-category storms are worth avoiding, she says, frequently find themselves in dangerous situations. 

Top stories this week: 

Texas has created a “hostile foreign adversaries unit” designed to stop the growing influence of the Chinese Communist Party on U.S. soil. The unit was created by SB 2514, a new law that joins more than a dozen other new laws and executive orders created over the past year targeting Chinese influence in Texas.

Less than one month before the State and Local Cybersecurity Grant Program is set to expire, several industry groups on Tuesday signed a letter addressed to congressional leaders requesting that the program be revived, but this time with more money. Led by the Alliance for Digital Innovation, the groups are asking homeland security and appropriations committee leaders to expand the program to the tune of $4.5 billion over two years.

Delaware’s technology department on Tuesday announced that it’s named Aashish Patel, who’s been serving as the state’s interim chief security officer, to serve in the position long term.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Soundcloud or Spotify.

Why some people don’t evacuate before hurricanes

The Digital Benefits Network, part of the Beeck Center for Social Impact and Innovation at Georgetown University, released a report this week focused on understanding the experience applicants have when applying for public benefits online, specifically account creation and identity verification. Elizabeth Bynum Sorrell, Senior Manager at the Digital Benefits Network, joins StateScoop’s Priorities Podcast to share that the report found that beneficiaries prioritize access over privacy, but have a hard time navigating the different steps to verify their identity. She also highlights the importance of single sign-on systems to simplify the process and build trust, noting their use in 20 states.

Top stories this week: 

The State and Local Cybersecurity Grant Program is on track to be reauthorized. The Protecting Information by Local Leaders for Agency Resilience, or PILLAR, Act, was introduced last week and began winding its way through committees, enjoying favorable bipartisan comments. One thing it's missing, though, is a dollar amount.

Kansas Attorney General Kris Kobach on Monday made public he’s suing Gov. Laura Kelly. The suit is his attempt to force the governor to send the personal data of 730,000 applicants who applied to the Supplemental Nutritional Assistance Program over the past five years  to the federal government.

A report published last week by the National Association of State Chief Information Officers cautions that accessibility lawsuits filed under the Americans with Disabilities Act are already on the rise, jumping from 2,250 lawsuits in 2019 to 4,000 last year, with costs to offenders as high as $350,000, not counting remediation costs. The warning comes as states look ahead to an April 2026 deadline to meet new accessibility requirements.
New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts,Soundcloud or Spotify.


Crafting a good state benefits portal

On this episode of the Priorities podcast, Colorado Representative Brianna Titone reflects on the state legislature’s decision to delay implementing the Colorado AI Act, the state’s high-risk artificial intelligence legislation, until the end of June 2026. She expresses disappointment with the watered-down bill and the pressure from big tech companies, like Microsoft, Oracle and Salesforce, to oppose it. Titone encouraged lawmakers to take a proactive approach to AI regulation and aim for uniform policy across states due to federal inaction.

Top stories this week: 

California’s artificial intelligence bill, which would address the use of automated decision systems failed to advance in the state assembly during the final hours of the 2025 legislative session. AB 1018 would have required companies and government agencies to notify individuals when automated decision systems were used for “consequential decisions,” such as employment, housing, health care, and financial services. 

Nevada Gov. Joe Lombardo said the state has faced a 300% increase in cyberattack attempts on its websites since a ransomware attack in August knocked several state websites offline and downed digital services. Lombardo said the state’s firewall systems experienced roughly 150 million attempts in the 72 hours following the press conference discussing the attack.

Last week Virginia Gov. Glenn Youngkin signed an executive order to boost the state’s election security. The order directs the Department of Elections and several other agencies to update safeguards that protect voter data, voting machines, and election systems from cyber threats. 

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts,Soundcloud or Spotify.



The cost of delaying Colorado's AI Act

Tarek Tomes, the chief information officer of Minnesota, and Katie Savage, Maryland’s CIO, may be separated by 1,000 miles, but they have at least one thing in common when it comes to their work: They both have directives from their governors to support child and family services. Gov. Tim Walz has said he wants to make Minnesota the best state in the nation to raise a family. And Gov. Wes Moore has named eliminating child poverty as one of his top priorities in Maryland. Both CIOs tell StateScoop’s Priorities Podcast that they are working with agencies across the state to ensure they have the IT support they need to meet their goals. “I think approaching technology through the lens of empathy — really understanding that when people are knocking on these doors, you know, they’re knocking on these doors with a lot of other things going on in their lives,” Tomes says.

This week’s top stories:

New York State has named a new deputy chief information officer. Jenson Jacob, a longtime state government employee, was named to the role recently after serving in roles as lead enterprise architect, chief digital transformation officer and deputy chief technology officer.

Texas’ secretary of state has announced it has data-sharing agreements with nine other states. The agreements are designed to allow Texas to reduce voter fraud and identify inconsistencies like duplicate registrations. Some of the details of the data-sharing arrangements are unclear, however, because the state has not published the agreements.

A federal judge has issued an injunction blocking the Department of Agriculture from collecting the personal data of individuals applying for SNAP benefits in 21 states and Washington, D.C. The ruling arrived after privacy advocates raised concerns that such data sharing could expose applicants’ sensitive information.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday. For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts, Soundcloud or Spotify.

The technology behind child and family services

On this episode of the Priorities podcast, James Barros, administrator of the Emergency Management Agency in Hawaii, joins us to discuss the results of the September tests. He said the tests showed the need for clearer evacuation messaging in emergency alerts, tailored to each person’s physical location. Details, such as whether residents are in buildings, on the beach or at high elevation, that each require a different response. 

Top stories this week: 

The Cybersecurity and Infrastructure Security Agency has confirmed it will end its long-standing cooperative agreement with the Center for Internet Security, which runs the Multi-State Information Sharing and Analysis Center. The shift could change how state and local governments access the monitoring services they rely on for cyber defense.

Governor Gavin Newsom has signed California’s SB 53, which imposes new transparency rules on major AI developers, requiring them to disclose how they assess safety risks, publish safety protocols, and report major incidents. The new law, which takes effect in January, positions California as a leader in AI oversight as federal regulation remains in flux.

New York City has extended its Big Apple Connect program for another three years, continuing to offer free internet and cable service to residents in public housing. Since its launch in 2022, the program has already connected more than 150,000 households.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday.
For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts,Soundcloud or Spotify.

Why geography matters in emergency messaging

Diversity, equity and inclusion are dirty words in Trump’s America, and though many private companies and government agencies have rebranded such efforts in 2025, equity lives on in New York City. Digital Inclusion Week is underway in New York, where Paolo Balboa, the city’s first chief digital equity officer says “call it what you will,” but equity work is progressing. On StateScoop’s Priorities Podcast, Balboa shares numerous efforts by the city government, including Big Apple Connect, just one piece of the city’s Digital Equity Roadmap, which provides free internet and cable service — “a basic commodity for existing today” — to public housing residents. “Digital equity is all about getting residents and communities to a place where they can use and navigate the internet confidently, so that they can fully participate in society, democracy and the economy,” Balboa says. When asked to describe his role, which the city created last March, Balboa says it boils down to finding the organizations already doing equity work and trying to partner with them.
This week’s top stories:

Oklahoma has named a new chief information security officer. Daniel Langley, who most recently served in Washington state’s information technology bureau, has taken the role. He also served as CISO of the Washington state lottery and spent almost a decade with the U.S. Army, where he finished as a captain in the Signal Corps.

Following an expansion of efforts to bolster digital equity across the five boroughs, New York City’s Office of Technology and Innovation on Monday kicked off its Digital Inclusion Week. The event is part of a national collection of events co-hosted by the National Digital Inclusion Alliance designed to raise awareness.

While more states are embracing data-driven governance, many chief data officers still struggle with limited resources and weak institutional power, according to a recent survey of state CDOs. Most state CDO offices operate with budgets of less than $1 million and manage small teams, yet are expected to coordinate data strategies across agencies, according to a report from NASCIO and the Beeck Center for Social Impact and Innovation.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday. For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts, Soundcloud or Spotify.

Inside NYC's Digital Inclusion Week

Doug Robinson, executive director of the National Association of State Chief Information Officers, joins the Priorities Podcast this week to explain why “uncertainty” is the word of the year for state technology leaders. “That has a lot to do with obviously the states’ fiscal conditions and uncertainty there, federal funding uncertainty, and just the turbulence in terms of just overall relationship with the federal government,” Robinson says. As in previous years, the report covers a wide gamut of issues, including generative artificial intelligence, digital accessibility, IT budgets, could adoption and the provision of services to local governments.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday. For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts, Soundcloud or Spotify.

‘Uncertainty’ is the word of the year for state CIOs

Ratna Dougherty, an assistant professor at the University of South Florida’s Public Affairs school, joins the Priorities Podcast to explain how the government shutdown is affecting disaster relief efforts. One change, Dougherty says, is that state and local governments face a more complex process in applying to receive support from the Federal Emergency Management Agency. There could be other challenges, too. “Because of a lack of appropriations, as funds are being spent down, there’s no replenishing of those funds if those are necessary,” she says.

This week’s top stories:

New Jersey’s Office of Innovation has published a guide designed to help governments build and use generative artificial intelligence tools. The guide contains nine tips, informed by the experiences of developers and IT leaders at the New Jersey state government.

San Jose, Calif., has developed a reputation as a career “launchpad,” according to Stephen Caines, the city’s chief innovation officer, but he and others in City Hall want to change that. The city is seeking a vendor to create a new platform that would provide city staff with the ability to create their own digital helpers, and hopefully avoid feelings of burn out.

The office of Idaho Gov. Brad Little on Friday announced a new webpage as part of the state’s “Operation No Return” initiative, in which immigrants with illegal statuses who were convicted of serious crimes are transferred from county jails into federal custody for deportation after they’ve completed their sentences. The new webpage displays the names, mugshots, offenses and countries of origin of those transferred to federal authorities. 
New episodes of StateScoop’s Priorities Podcast are posted each Wednesday. For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts, Soundcloud or Spotify.

What happens to disaster relief during a shutdown?

Star Wars and disco were hip when Kansas built its previous unemployment insurance system and it was “sufficient,” Kansas Labor Secretary Amber Shultz says. But on the latest episode of StateScoop’s Priorities Podcast, Shultz describes how, over the course of two years, the state transformed that system into a modern one, with a modern user interface. A system that had to be taken offline constantly — “a house of cards” — has been replaced by one that has nearly perfect uptime, she says. “Our contact center representatives, they couldn’t use a mouse, and they had to memorize all these hundreds of weird shortcodes for abbreviation back in those days, and then the code was not documented,” she says. Today, the state heralds a different story, one in which call centers see 60% fewer calls and processing time has been reduced by 80%.

Top stories this week:

New York City this week announced a new pilot program that integrates a new emergency alert system with the city’s public schools. The system, which leaders claim is the first of its kind in the United States, provides an automated method of contacting 911 in the event of active shooter scenarios or other threats.

As the federal government shutdown stretches on, state agencies are grappling with technical, financial and policy adjustments following a federal directive to pause processing of SNAP benefits next month. 

Nearly all states and territories have submitted their final proposals to the federal government detailing how they plan to spend their allotments of the Broadband Equity, Access, and Deployment program. Given recent adjustments to how the program is administered, though, the current proposals could leave roughly half of the program’s $42 billion unspent.

New episodes of StateScoop’s Priorities Podcast are posted each Wednesday. For more of the latest news and trends across the state and local government technology community, subscribe to the Priorities Podcast on Apple Podcasts, Google Podcasts, Soundcloud or Spotify.

How Kansas lost the 'weird shortcodes' and modernized its UI system

Each Wednesday, StateScoop’s Priorities Podcast explores the latest in state and local government technology news and analysis. Listen to in-depth conversations with government and industry’s top executives, and learn about trending stories affecting state and local IT leaders ranging from modernization and digital accessibility to the latest advances in generative artificial intelligence.