State governments are slowly following the private sector to the cloud, mostly with limited programs to support specific groups within each state. Ohio is proving to be an exception to that rule, rebuilding its entire infrastructure as part of a multiyear IT modernization project with a cloud-first mind-set. And other states should consider following that example.

Most states have standardized on a call center model to help answer their citizens’ questions about everything from vehicle regulations to aid programs to special events of local interest. Yet millennials simply won’t use them, and as they begin to make up a larger part of the population, state and local governments will need to adjust.