Industry Leadership of the Year

As states emerge from the crisis period of the pandemic, citizen experience will be the overarching priority, says Rob Stein, a senior vice president for public sector at Salesforce. “It’s no longer about back-office functions. It’s really more about the citizen-facing stuff,” he says. Stein says that doesn’t lessen the importance of priorities like modernization, but rather that those changes will be made with citizens’ experiences in mind. “We see a ton of really great effort around modernizing the big things, but we see smaller things that are happening really quickly, like basic customer services,” he says.