Pennsylvania's IT Modernization Focuses on Service Delivery
Pennsylvania is undergoing a significant IT modernization effort under the leadership of CIO Bry Pardoe. Drawing from her experience as the executive director of the state's Digital Experience Office, Pardoe is implementing user experience and design thinking principles across state IT projects. At a recent conference, she highlighted the state's rapid deployment of five pilot projects in response to federal legislation, demonstrating a shift towards service transformation. These projects, including a benefits checker for SNAP case management, involved collaboration across state agencies and emphasized solving real-world problems for residents. Pardoe's approach focuses on transitioning from individual systems to a holistic service delivery model. 
