This document submitted by the 2025-2026 CPM Cohort St. Croix is a proposed initiative focused on improving the accessibility, accuracy, and efficiency of government information through the development of a centralized digital directory.
The project addresses existing challenges related to fragmented agency information, delayed response times, duplicated inquiries, and reduced user satisfaction. It outlines a structured approach to designing and piloting a secure, centralized, and technology-enabled directory that supports improved service delivery, stronger inter-agency coordination, and enhanced public engagement.
The submission includes a clear definition of the problem, project objectives, scope, performance metrics, implementation considerations, and anticipated benefits. Emphasis is placed on measurable outcomes, responsible governance, workforce efficiency, and long-term sustainability. The initiative aligns with broader goals of transparency, operational effectiveness, and digital transformation.
This document is submitted as a formal representation of the project concept and planning effort.
The Government of the Virgin Islands lacks a unified, accurate, and accessible directory of agency information, resulting in slow inquiry response times, duplicated requests, low citizen satisfaction, and inefficiencies across departments. The One Government Directory (OGD) project will implement a centralized, AI-enabled platform to improve service delivery, data accuracy, and workforce productivity across all USVI agencies.
Develop and deploy a secure, AI-enabled One Government Directory that reduces average citizen and government employee inquiry-resolution from 48hrs to 24hrs increases staff efficiency through streamlined information access, and integrates all government agencies into a centralized platform by 2028.
Project Y focuses on designing, piloting, and implementing a centralized digital government directory, supported by artificial intelligence, to enhance public access, inter-agency coordination, and government productivity.
Average citizen response time: From 48 hrs to < 24 hrs
Duplicate public inquiries: From 32% to 10%
Staff time on manual info requests: From 18 hrs/week to 6 hrs/week
User satisfaction: From 58% to ≥ 85%
Inter-agency directory linkage: 100% participation
AI chatbot: Live on .gov.vi portal by 2028
Development of centralized digital directory framework
Integration of all government departments into the directory system
AI chatbot prototype and pilot deployment
Staff digital skills training across agencies
Implementation of verification, data governance, and security protocols
Monitoring & Evaluation framework for service efficiency
Public dashboard of usage metrics and KPIs
Full redesign of individual agency websites
Replacement of existing internal inquiry management systems
Integration of Non- Government Organization (NGO) or private-sector directories
Large-scale IT hardware procurement beyond project needs
Legislative or policy changes unrelated to digital service delivery
CPM 2025 2026 Cohort St. Croix
Lieutenant Governor s Office
Department of Health
Bureau of Information & Technology (BIT)
Office of Management & Budget (OMB)
Department of Finance
Division of Personnel
Office of the Governor
Evaluation Contact: Richard Motta richard.mottajr@go.vi.gov | (340) 773-1404
AI platform and software tools
BIT technical expertise and cybersecurity infrastructure
Data governance protocols and verification teams
Cross-agency participation and directory data inputs
Budget for vendor services, training programs, and M&E tools
Consequences of Achieving Goals:
Increased government transparency
More efficient workforce operations
Reduced public frustration
Stronger digital transformation posture
Reduced staff labor hours (67% decrease in manual inquiry handling)
Lower call center and administrative costs
Long-term savings from consolidated digital infrastructure
Consistent data across agencies
Faster decision-making via analytics and real-time reporting
Standardized communication and responses
Increased user satisfaction (≥ 85%)
Centralized Resource Guide of GVI Data
To enhance accessibility, efficiency, and transparency of government services in the U.S. Virgin Islands by creating a centralized, secure, and AI-enabled directory that unifies agency contact information, supports inter-agency collaboration, and improves citizen engagement and satisfaction.