Since the arrival of the 2020 COVID pandemic in mid-March, private businesses and public services alike have struggled to confront the same challenge:
How do we serve our customers as efficiently as before the pandemic?
How do state agencies with significant customer-service mandates, for example, provide the same level of service when the majority of our staff is now disbursed, performing jobs remotely that once upon a time were done from a single, hive-like office?