In 2020, the global pandemic has exposed many governmental organizations in their limited availability of digital communication channels. In fact, prior to March 2020, 43% of UN member states did not have any organized digital media strategy. Many home-bound citizens relied on governments to provide them with relevant information and to deal with pressing issues around healthcare, unemployment, and economic stability. In the face of that, many governments started using a plethora of tools such as online portals, apps, social media platforms, and chatbots to reach out to residents. To support such initiatives, it is crucial that government agencies invest in modernizing their IT infrastructure for migrating workloads, automating processes, and making decisions based on data. These trends are covered in Avasant’s new State & Local Government Digital Services 2020-2021 RadarView™ report.