Executive Summary


When the history books are written, 2020 will stand out as the year when agencies were challenged like few times before. Since January, each level of government has experienced an unprecedented host of issues. Whether it was the COVID-19 pandemic, economic pain or social unrest, agencies faced turmoil month after month. 
But 2020 also might prove to be a turning point. While difficult, recent months have shown agencies nationwide they can dream big and succeed. Necessity is the mother of invention, and today’s obstacles are leading governments to imagine a better future. Taking advantage of this unusual era, agencies are innovating creative solutions to old problems.

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