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Modern intelligent automation—which puts tools and control in the hands of business users—is enabling modern delivery of government services. State agencies are moving from “one size” operations to a consumer-centric approach that produces better results at lower cost. They’re creating business processes targeting individual needs, expanding choice and offering user-friendly self-service options. They’re engaging citizens across multiple channels and interactions over time while keeping sight of the overall journey. To support this transition, agencies must be able to implement new technologies precisely as needed, whether that’s replacing a legacy system or enhancing capabilities through callable services.