2024 Survey Helps Steer a Course for Regulatory Agencies
August 29, 2024 by Michelle Lewis
Earlier this year, the Council on Licensure, Enforcement and Regulation (CLEAR) and Tyler Technologies conducted a study on the use and perception of digital technologies by state regulatory agencies. The survey revealed valuable insights into the use of technology in the regulatory space.
Understanding Today's Regulatory Landscape
State regulatory agencies face the dual challenge of streamlining interactions with licensees and improving online public engagement. These interactions are performed increasingly through a broad spectrum of digital touchpoints. To explore this challenge, CLEAR, in partnership with Tyler, sought to examine progress in the use of digital technologies by regulatory agencies as they navigate a digital future.
Expanded Services With Opportunities Ahead
The survey consisted of self-selected participants and included insights into the use of online services, payment systems, digital profiles, and artificial intelligence (AI). Data gained from the survey revealed that while digital services have vastly expanded for regulatory agencies, improvement opportunities remain.
When it comes to online services, data shows regulatory agencies have widely adopted web platforms. However, mobile apps and connectivity between agencies lag in development. Responses focused on centralized payment systems also revealed quick adoption — and opportunities. In addition, agencies consider digital profiles as foundational for licensees. With most registrant interactions occurring online, enhancing personalization will be critical going forward.
Notably, stakeholder satisfaction rates were high, but confidence in the quality of technology tools fell considerably short. As agencies transition to modern, user-friendly options for public engagement, these tools are likely to be a central area of focus.
Only a handful of agencies reported employing AI tools. Few have plans to do so, while many are unsure. Despite their cautious adoption, Michael Teeters, senior product manager at Tyler, said he sees virtual assistants and chatbots as rich with potential for regulatory users, suggesting future efforts should focus on demystifying AI. On a recent episode of the Tyler Tech Podcast, Teeters said, “I do expect that probably quite a few of those 'I don't knows' will translate into 'yeses.'”
Setting the Stage for Growth
The CLEAR-Tyler survey points to how rapidly technology implementation has evolved. It also reveals a need to focus on expanding digital services to enhance user experience and improve stakeholder satisfaction. As state regulatory agencies approach the digital future, it will be necessary for them to enlist technology experts to help meet growing needs and set a path for continuous improvement.
Those seeking a deep dive into the survey findings can attend the CLEAR 2024 Annual Educational Conference in Baltimore, Maryland. The report authors will present their findings in a roundtable session on Sept. 19, 2024, from 8:15 a.m. to 9:15 a.m.