On Tuesday morning, Gov. Josh Shapiro signed an Executive Order designed to improve the digital experience of those interacting with the Commonwealth online.
The order establishes the Commonwealth Office of Digital Experience (CODE PA) to improve online services for Pennsylvanians and streamline the way they interact with the Commonwealth online.
“Pennsylvanians rely on digital services every day – whether it’s renewing a license, accessing their health care benefits, or reserving a campsite at a state park. We need to meet people where they are and make it easier to work with the Commonwealth online,” said Shapiro. “There should be no wrong door for Pennsylvanians looking to access government services — and under the leadership of CODE PA, we will create human-centered, user-friendly, reliable, and accessible digital services that create opportunity for Pennsylvanians to take advantage of all the resources and benefits the Commonwealth has to offer.”
Bryanna Pardoe was named the first Executive Director of CODE PA. She previously served as the director of web and digital experience at Main Line Health in Radnor. A graduate of Binghamton University, she has also been the director of digital engagement at Geisinger. CODE PA will work to provide digital services that are responsive, user-friendly, and accessible to every Pennsylvanian.
“As a Pennsylvania resident and digital experience professional, I am excited for this once-in-a-lifetime opportunity to transform how we interact with state government,” said Pardoe. “My goal for this team is pretty simple: I want to help make digital experiences easy for every Pennsylvanian and I want to make it the best in the country.”
“As key service delivery teams like CODE PA launch in states across the country, the U.S. Digital Service is proud to support their work to deliver services to all people equitably and effectively. CODE PA will ensure that when digital tools are used to deliver services, Pennsylvanians can rely on a seamless and trustworthy experience with their government,” said U.S. Digital Service Deputy Administrator Cori Zarek.
Pennsylvanians use the Commonwealth’s websites and digital services for everything from renewing their vehicle registration and paying their taxes to visiting our state parks and getting a license that helps further their careers. CODE PA, led by Pardoe, will make it easier for Pennsylvanians to connect with the vital resources provided by the Commonwealth.
By creating an internal team that is able to build digital products and services in house, the Shapiro Administration hopes to save taxpayers money in the long run by reducing reliance on expensive contracts with external consultants and vendors.
“Governor Shapiro has made customer service a centerpiece of his Administration since his first day in office, and this new initiative to improve customer service in Pennsylvania’s digital space will help us close the gap between the ‘dot com’ experience and the ‘dot gov’ experience,” said Secretary of Administration Neil Weaver.
The announcement also provided information for those interested in applying for six leadership positions in the new CODE PA office. Interested personnel with or without a college degree can apply through May 10 at employment.pa.gov. Leadership positions include: Head of User Experience, Head of Front-End Development, Head of Back End Development, Head of Operations and Procurement, Head of Product Management, and Head of Quality, Analytics, and Infrastructure.