State evaluates voter system modernization with countywide input

​​Client background

The client is a Secretary of State office and election division that oversees the management and maintenance of an integrated Statewide Voter Registration System (SVRS) used by over 90 counties, including over 500 voter registration and election officials.​ 

The business challenge

The state was experiencing increased IT spend and had received feedback from counties regarding possible opportunities to improve the user experience and modernization themes for the system and surrounding infrastructure. The state was in need of an independent assessment and engaged Baker Tilly to help.

Strategy and solution

Baker Tilly worked with the state to launch a comprehensive assessment beginning with a statewide survey distributed to all voter registration and election officials. The survey asked respondents to evaluate over 30 system functions and modules based on their perceived importance, current effectiveness and need for improvement. This multidimensional approach provided actionable insights into user sentiment, enabled efficient identification of high-priority areas where the system was underperforming but was considered critical, and highlighted areas where modernization efforts would have the greatest impact. The resulting data provided a clear framework to assist the state in shaping modernization priorities that aligned with the needs of the end users. 

The quantitative insights from the survey helped prioritize focus group topics. Baker Tilly then facilitated a series of county focus group sessions with voter registration and election officials, which include diverse representation based on differences of county population sizes, vendor partnerships and familiarity with system functions, ensuring that the insights reflected the full spectrum of user experiences. 

The Baker Tilly project team synthesized the outputs of the survey and focus group outputs into a final report, highlighting several key current state assessment themes, including innovative modernization ideas discussed with counties. The report also consolidated strengths, weaknesses, opportunities and threats identified throughout the engagement and concluded with strategic considerations and recommendations to consider for future modernization.