By creating the Commonwealth Office of Digital Experience (CODE PA), the Shapiro Administration is making Pennsylvania a leader among states at the forefront of transforming how residents interact with government digitally.
Harrisburg, PA – Secretary of Administration Neil Weaver announced today that Pennsylvania’s Commonwealth Office of Digital Experience (CODE PA) has received national recognition for improving digital services to meet Pennsylvanians where they are and ensure no wrong door to access state government.
Pennsylvania was recognized with the Innovation in State Government Award for Transformation by the National Association of State Chief Administrators (NASCA) and as a finalist in the Government Experience Awards by the Center for Digital Government (CDG).
This is the third national award in 2024 for CODE PA, which was presented earlier this year with the Government Changemaker Award by Code for America.
“The Shapiro Administration is focused on making it easier for Pennsylvanians to get the benefits and services they need from the Commonwealth. With each new digital product launch, CODE PA is delivering results for our residents and businesses,” said Secretary Weaver. “The momentum behind CODE PA is building, and we look forward to more great things coming from this team in the future.”
“We are honored by these awards and for the opportunity to shine a light on the incredible work being done by CODE PA,” said Bry Pardoe, Executive Director of CODE PA. “There is so much potential with our digital services to really improve the lives of Pennsylvanians and we are excited for the journey ahead.”
The CDG is a national research and advisory institute on information technology policies and best practices in state and local government. NASCA is the leading organization advancing professional development and best management solutions for the administrative functions of state government. The organizations’ awards recognized Pennsylvania for the following accomplishments:
Establishing CODE PA and a New Vision for Commonwealth Online Services
In April 2023, Governor Shapiro signed an executive order to create the Commonwealth Office of Digital Experience (CODE PA) and establish a new vision for improving how Pennsylvanian’s interact with their state government through simple, seamless, and secure digital services.
By creating an in-house team of technical and digital experts, CODE PA is making digital services easier to use and administer while saving taxpayers money in the long run
by reducing reliance on expensive contracts with external consultants and vendors.
Since its inception, CODE PA has grown to more nearly 40 new and existing Commonwealth staff, creating a robust team of professionals who bring diverse skillsets and perspectives to creating modern digital services to meet the needs of Pennsylvanians.
Launching the PAyback Website to Increase Accountability and Transparency for Permits, Licenses, and Certifications.
CODE PA and the Office of Transformation and Opportunity implemented a key component of the Governor’s executive order to improve the Commonwealth’s permitting, licensing, and certification processes in November 2023 with PAyback.pa.gov. Visitors can this first-in-the-nation online money-back guarantee system to look up the standard response times for licenses, permits, and certifications across state agencies and request a refund of fees when applications exceed these timeframes.
Since the launch of PAyback, state agencies including the Department of Environmental Protection and Department of State have made significant progress to reduce their processing times and eliminate backlogs.
Launching An External Review Process and New Website for Pennsylvanians to Appeal Denied Health Plan Services
In January 2024, CODE PA and the Pennsylvania Insurance Department unveiled a new website and online form to request an independent review of denied health insurance claims. When coverage for a medical service, treatment, and other item is denied, and after a consumer completes the internal appeal process with their insurer, they can now go to the department and have independent medical experts review their case and make a binding decision.
Launching a New Online Tool to Help Property Tax/Rent Rebate Applicants Find In-Person Assistance
In February, CODE PA and the Department of Revenue launched a new lookup tool to help Pennsylvanians pinpoint a location nearby where they can receive in-person assistance with their applications for the Property Tax/Rent Rebate (PTRR) program. The tool provides an easy way for older Pennsylvanians and people with disabilities who benefit from the PTRR program to enter their ZIP code and find verified resources to help them file their rebate application.
Launching the New PA.gov to Make Commonwealth Information Services Easier to Find
The new PA.gov provides a seamless, single-site experience for Pennsylvanians using human-centered design principles. The new site streamlines and removes unnecessary pages to make it easier to find resources and services. Nearly 30 websites for state agencies and programs are now part of the new PA.gov experience with additional launches scheduled through the rest of the year. CODE PA is also developing a comprehensive, user-friendly services directory on the PA.gov homepage for Pennsylvanians that will be completed later this year.
Conducting Research to Inform Human Centered Digital Experiences
CODE PA conducts user experience (UX) research to understand the needs and preferences of the people who will use a digital service and incorporates their feedback into the design process. Through interviews, observations, usability testing, surveys, and other methodologies, CODE PA is putting Pennsylvanians at the forefront with services focused on simplicity and effectiveness.
Examples include:
- First Lady Lori Shapiro and CODE PA led focus groups with new moms to understand the features and functionality they would want in a mobile application being developed by the University of Pittsburgh with funding from the Department of Human Services.
- CODE PA hosted focus groups for businesses and non-profits to learn about their experiences with the grants and Commonwealth procurement processes.
Creating a CODE Digital Experience (aka “Forms that Suck Less”) Internship
CODE PA hosted a new summer internship program for undergraduate students who are interested in careers in the user experience (UX) design. The three interns worked to inventory and evaluate existing online forms and gather input through interviews and focus groups to make them more accessible and user-friendly. Completing a form is often the first step to engage with many programs and services offered by state agencies, such as applying for benefits, making them a critical touch point for online interactions.
Standardizing Digital Experience with a Keystone Design System
CODE PA created and deployed the Keystone Design System to enable a consistent and seamless experience across the Commonwealth’s digital services. The Keystone Design System provides principles, guidance, and code to help design and build accessible, mobile-friendly websites and digital services. By implementing the Keystone Design System, the Commonwealth is will be able to deliver digital services that are not only visually appealing but also intuitive and accessible to all users, regardless of their device or ability. The Keystone Design System was used to create the new PA.gov.
Fostering a Culture of Government-to-Government Collaboration
CODE PA is helping to foster a culture of sharing and continuous improvement in the public sector. CODE PA has already begun sharing its organizational structure, job descriptions, roadmaps, and product strategies with other government entities, including several cities and states across the country. By building a robust, user-focused digital services team and sharing our successes and methodologies, CODE PA is transforming Pennsylvania’s digital landscape and setting a new precedent for collaborative innovation across the nation.
