A challenge for agencies in this increasingly digital world is the ability to understand the human experience of accessing services and benefits. “Government cannot treat us like humans if they don’t understand our experiences.”
Here are some insights into empathetic and servant leadership you can apply to your role at your agency and serving citizens.
Remember how agencies interacted with constituents 12 months ago? Fast-forward to today, and citizen experience is digital, seamless and personalized.
When conducting user research, it’s important to keep in mind the following five tips and best practices to ensure you find real problems and solutions.
Here is a limiting belief: We are a government organization and don’t think user research is something we can do.
“What this [pandemic-driven] digital transformation forced was more consolidation: one intelligent conversation that the whole call center has access to, that delivers it at multiple touchpoints.”
Human-centered design starts with understanding the people at the core of the problem to uncover their needs and create solutions that work for them.
Government procurement organizations have faced three primary challenges during the pandemic: opacity, corruption and failure to integrate adequte policies.
Here are four ways to improve your agency’s user experience (UX) before Joe Biden’s President’s Management Agenda (PMA) comes out.
In order for us to create a government that serves the public, we have to first understand what our constituents, citizens and residents need.