What is the primary function of technology in agency operations?

The primary function of technology in agency operations is to enhance service and improve efficiency. This encompasses a broad range of benefits that technology brings to an organization, such as streamlining processes, reducing turnaround times for tasks, and improving accuracy in operations. Utilizing technology allows agencies to automate routine functions, which frees up staff to focus on more complex tasks that require human intervention and creativity. Furthermore, technology facilitates better communication and collaboration among team members, leading to improved service quality for clients and customers.

While some may view technology's role as simply reducing staff or automating interactions, the core purpose is much broader. Improving efficiency does not inherently mean needing fewer people; it can also refer to enabling existing staff to work smarter and deliver higher levels of service. Moreover, while automation can enhance customer interactions, it does not have to replace all human engagement, as maintaining personalized customer service remains essential in many contexts.