State Digital Service Teams
Modernizing Government from the Inside Out
The Gap
Many Americans experience state government through broken, outdated digital systems. Applying for benefits, scheduling an appointment, or accessing information is often frustrating and inefficient. Some states have in-house Digital Service Teams (DSTs) to better user experiences, but the vast majority do not. And even where DSTs exist, they can lack the power, placement, and personnel to reach their full potential and have the biggest possible impact.
The Solution
Support the creation—or strengthening—of DSTs through legislation, executive order, or administrative action. These teams bring user-centered, tech-savvy expertise into government to improve essential public services.
How the Policy Works
In some states, DST staff report to the governor and can work outside of state agency chains of command. In others, they are invited to embed in agencies and work with agency teams. Some states use both models.
DSTs are small, expert technical teams with skills in user research, customer experience, service design, agile delivery, and product management.
Why Responsive Gov Cares
DSTs make government work better for everyone. We advocate for building or reinforcing DSTs wherever they don’t yet exist—and ensuring they’re set up to succeed long term.
