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Arlington lays out FY27–30 digital strategy, prioritizes single sign-on, AVA and data governance
Summary
The county’s Department of Technology Services presented a FY27–30 digital strategy emphasizing three goals—seamless interactions, actionable information and smart resilience—and detailed plans for single sign-on (CIP timing pushed to 2029–2030), AVA chatbot expansion, AI IVR pilots and hiring an enterprise data manager.
Holly, a presenter from the county’s Department of Technology Services, told the Information Technology Commission that DTS intends to focus the FY27–30 digital strategy on three core goals: "seamless interactions, actionable information and smart resilience." The strategy will start with internal operations to reduce friction for county staff and then extend benefits to public-facing services.
Holly outlined several near- and mid-term initiatives. She said preparation work is underway for a public single sign-on system, though the CIP schedule currently places funding and deployment later in the decade (the project was described as pushed to about 2029–2030). DTS plans to expand the AVA chatbot and explore an AI-driven interactive voice response to guide callers and hand off to live agents when necessary. The presentation also emphasized hiring an enterprise data manager to strengthen data governance, improve data quality, and coordinate cross-departmental sharing so that AI and other analytics have reliable inputs.
Commissioners probed implementation details and prioritization. Members urged DTS to identify early, high-impact projects to build momentum, to use web-traffic and audit findings to prioritize dataset improvements, and to tighten procurement and contract review so that security and data protections are consistently enforced. Holly acknowledged budget constraints: network and device replacement needs constitute a large share of DTS’ CIP asks and the department must balance cloud migration, lifecycle management and cyber resilience within limited funding.
Holly said the draft strategy document will include background, principles (ten guiding principles were summarized in the presentation), goal-specific metrics and implementation tasks; DTS expects to finalize and publish the document around July 1 and to socialize it internally and across the county ahead of execution in FY27–30.
At the meeting’s close commissioners thanked the presenter and moved to adjourn; no formal votes were recorded on the strategy itself.
