Pennsylvania Shifts IT Strategy to Prioritize Human-Centric Service Delivery
Pennsylvania is fundamentally changing how it approaches government technology. Rather than focusing on the technical specifications of isolated software systems, the Commonwealth is shifting its focus toward “service transformation”—a strategy designed to make government resources more accessible and intuitive for the people who need them most.
At the center of this transition is Bry Pardoe, who was named the Commonwealth’s Chief Information Officer (CIO) in October 2025. Pardoe, who previously served as the executive director of the state’s Digital Experience Office (CODE PA), is now applying user experience (UX) and design thinking principles to the management of IT services across all executive agencies under the Governor’s jurisdiction.
Moving Beyond Individual Systems
For many government entities, IT modernization often means upgrading a specific piece of software or replacing an aging database. However, Pardoe argues that this siloed approach fails to address the actual experience of the resident. The goal now is to look “end to end” across the boundaries of different agencies and funding streams.
“The hardest thing is peeling away from individual systems and transitioning to service transformation,” Pardoe stated, emphasizing the need to execute IT projects in a way that “delivers for humans.”
By focusing on the journey of the user rather than the requirements of the system, the state aims to eliminate the friction residents often encounter when navigating complex government bureaucracies.
Rapid Iteration and the “Sprint” Model
To prove that government can move quickly, Pennsylvania recently implemented a series of high-speed pilot projects. In response to the federal H.R. 1 bill, the state stood up five pilot projects in just eight weeks. This rapid deployment was a direct response to the confusion front-line state employees faced while trying to help residents navigate the new federal requirements.
One notable example of this iterative approach was the creation of a benefits checker for Supplemental Nutrition Assistance Program (SNAP) case management. This project succeeded by bringing together staff from various state agencies and conducting field work to understand the real-world problems residents face. While Pardoe acknowledges that not every IT project can be completed in an eight-week sprint, the exercise serves as a blueprint for how the state can solve problems more agilely.
Key Takeaways of Pennsylvania’s IT Strategy
- User-Centric Design: Integrating design thinking and user experience (UX) to ensure tools are intuitive for residents.
- Cross-Agency Collaboration: Breaking down silos between different state agencies to create seamless service delivery.
- Iterative Development: Using short-term pilot projects to test solutions and refine them based on field data.
- Service Transformation: Shifting the focus from maintaining “systems” to improving “services.”
The Path Forward for PA Government Tech
The current trajectory of Pennsylvania’s IT modernization suggests a move toward a more integrated digital ecosystem. By leveraging the expertise of the Office of Administration and the principles established at CODE PA, the Commonwealth is positioning itself to treat government interaction as a service rather than a series of administrative hurdles.
As more agencies adopt this human-centric model, the focus will likely remain on reducing the burden on both the residents seeking help and the state employees tasked with providing it, ensuring that technology serves as a bridge rather than a barrier.