Harrisburg, PA – The Office of Administration (OA) announced today that the National Association of State Chief Information Officers (NASCIO) has recognized the agency with their 2026 Enterprise Technology Management award. Under the leadership of Governor Josh Shapiro, OA has prioritized modernizing and upgrading technology across the Commonwealth to ensure Pennsylvanians can easily access the services they need, when they need them.
OA was awarded for modernizing the Commonwealth’s contact center platform used by millions of Pennsylvanians to communicate with state agencies about vital programs including SNAP, unemployment compensation, child welfare services, healthcare, and other benefits. The new contact center platform includes voice, chat, text, self-service, and callback options for residents to connect with agency programs in the timeframe and manner that best meets their needs. These upgraded features have reduced unnecessary call volume, decreased wait times, and made it easier for residents to get accurate, real-time support the first time they reach out.
“The Commonwealth has made tremendous strides to modernize the technology that millions of Pennsylvanians rely on every day to get assistance or answers quickly and easily,” said Secretary of Administration Neil Weaver. “Our teams have worked tirelessly to upgrade legacy systems, build intuitive digital tools, and redesign services around the needs of residents. Their expertise and commitment are what make it possible for us to deliver platforms that are more secure, more reliable, and dramatically easier to use. Being recognized by NASCIO reinforces that when we invest in our people and empower them to innovate, we can transform the digital experience and make government work better for everyone.”
In just nine months, OA transitioned 63 call centers and more than 4,000 contact center staff to a modern, cloud-based platform with zero unplanned service disruptions. OA avoided an estimated $9 million in costs by insourcing the transition.
“Every technology modernization project in the Commonwealth begins with the question, ‘how can we make this service work better for Pennsylvanians?’” said Commonwealth Chief Information Officer Bry Pardoe. “The contact center modernization project is a clear example of how intentional planning and disciplined delivery can produce real results. By building platforms that are flexible, scalable, and secure, we’re positioning Pennsylvania to meet the needs of residents today while ensuring the Commonwealth is ready for what comes next.”
The new contact center platform provides a foundation for continued innovation. Planned future enhancements to the Commonwealth’s contact center platform include intelligent virtual assistants to handle routine inquiries and advanced knowledge tools that provide real-time guidance based on caller needs.
In addition to this award, NASCIO recently recognized Pennsylvania as an awards finalist for OA’s ongoing work to improve PA.gov and better serve residents. The Commonwealth Office of Digital Experience (CODE PA) is partnering with digital and program teams across Commonwealth agencies to streamline and standardize their content using best practices in human-centered design. The project focuses on the approximately 20 percent of pages that drive most user traffic across agency websites to deliver immediate and impactful improvements while creating a model that agencies can extend across their sites. This work is making online information easier to navigate and understand for more Pennsylvanians while reducing repetitive inquiries to state agencies so staff can focus on higher-value work.
Since Governor Shapiro took office, OA has built one of the nation’s most effective digital teams with CODE PA. By leveraging in-house talent and resources, in addition to employing sensible financial management, OA and CODE PA have saved a combined $37 million on information technology spending over the past three years.
The Shapiro Administration has also made new investments in the Commonwealth’s IT infrastructure and expansion of cybersecurity capabilities. The 2026-27 budget signed by Governor Shapiro invests an additional $10 million in cybersecurity to protect critical data and services, bringing the total added investment to $30 million since 2023. The budget also includes $3.7 million for CODE PA to continue its work to modernize permitting processes with agencies, including the PA Department of Environmental Protection.
National recognition from NASCIO further solidifies Pennsylvania’s place among the leading states for government technology modernization, cybersecurity, and digital service transformation that put residents first. The State IT Recognition Awards celebrate outstanding achievements in state government information technology. Award winners and finalists in 10 categories were announced at the association’s annual conference on September 29.
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