Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
Posts By Greg Jordan-Detamore
To Help the Public, Give Your Own Staff Better Digital Tools
One very impactful way to improve public service delivery is to create tools to help operational staff do their jobs more effectively or efficiently.
Five Ways to Make Your Forms Accessible to Everyone
It’s essential for governments to do everything they can to make their forms as accessible as possible, as they are critical gateways to public services.
Reminder Text Messages Can Help Keep People on Track
By using reminder text messages, governments can ensure that people take needed actions to enroll in or maintain access to services.
Use ‘Journey Maps’ to Understand and Improve People’s Interactions with Public Services
Journey mapping is a simple yet powerful way to explore the experiences people have with your services and generate insights on how you can improve them.
Combined Applications Can Help Bring a Human-Centered Approach to Public Services
Allowing people to apply for multiple programs using one application can provide a much simpler and easier experience of accessing government services.
Rephrasing for Results: Matching Your Words to the Way Your Audience Thinks
Experimenting with multiple wording options to see which one performs better can help you communicate in ways that match how your target audience is thinking.
“One-Stop Shops” Can Improve Access to Public Services
Apply a human-centered approach to public service delivery by creating “one-stop shops” where people can find everything they need to solve a whole problem or complete an entire activity.
Reach More People by Exploring Barriers Across Languages
Comparative research on the experiences and outcomes of people accessing your services in different languages can improve service delivery.
When the “Wrong” Words Can Help People Find the Right Services
It’s usually good to use plain language and avoid jargon. But sometimes, incorrect, outdated, or obscure terms can help you “meet people where they’re at”!