Putting people first: How Minnesota is transforming government services
Minnesota is reimagining how state government works—putting people first by making services easier to use, faster to access, and more responsive to the needs of residents.
Governor Tim Walz and Lieutenant Governor Peggy Flanagan set a clear goal in the One Minnesota Plan: launch 40 new or improved digital self-service options across state agencies by 2027. These efforts help Minnesotans access government services in ways that are modern, accessible, and aligned with how people live and work today.
Minnesota IT Services (MNIT) leads statewide efforts to improve both technology and customer experience. MNIT uses resources like the Technology Modernization Fund to help agencies replace outdated systems, enhance security, and modernize the tools behind critical services like licensing and benefits. At the same time, MNIT's Product, Agile and Customer Experience (PACE) Center of Enablement partners with agencies to improve the customer experience—focusing on how Minnesotans interact with government services, streamlining processes, and designing more intuitive, accessible digital experiences. Together, these efforts ensure that state services work better behind the scenes and feel better for the people who use them.
The state is already seeing results. Driver and Vehicle Services launched a multilingual virtual assistant that delivers quick, accurate answers in English, Spanish, Somali, and Hmong—reducing call volumes and improving access for non-English speakers (StateTech Magazine). The Department of Human Services, with support from MNIT and Merative, used automation to improve Medicaid renewals—raising auto-renewal rates from 17% to 80% and saving more than $1 million in staffing costs (Merative).
To ensure these improvements are sustainable and grounded in user needs, the state has embraced agile and product-based development. More than 600 state employees have participated in training through PACE, and 22 agencies have applied these practices to deliver better services more quickly.
Minnesota has also created space for shared learning. The state hosted two customer experience summits that brought together agency leaders to focus on improving digital services to align with the real-world needs and feedback of the people they serve. These gatherings helped build momentum for a more coordinated, user-centered approach to service delivery.
Minnesota’s efforts are more than a technology upgrade—they represent a cultural shift in how government shows up for its residents. By focusing on outcomes, measuring impact, and sharing progress across agencies, the state is building a more connected, effective, and inclusive government that delivers for everyone.