Service Design for Government Improvement

In my experience, two of the greatest challenges in government work are: 1. Figuring out whether the tools and processes we’ve built actually help people achieve the outcomes they’re seeking. 2. Changing what’s not working — at scale. The first challenge starts with user research. Ask real people what they’re trying to accomplish. Listen to their stories. Try to understand their needs, both real and perceived. Watch how they navigate systems and where they get stuck, frustrated, or confused. And don't stop with people struggling in the current process. Sometimes the most marginalized people don't even show up on our radar. But once you've identified what's not working, fixing it can be very difficult — especially in government, where things move slowly by design. The second challenge requires deep design and systems thinking. Fixing what’s broken at scale takes more than redesigning a form or launching a new feature. It take collaboration between large groups across multiple disciplines. Content writers need to work closely with agencies to help people understand where to start. Data architects need to work closely with legal teams to make sure people don't have to enter the same information over and over. Engineers need to work closely with designers to make sure people can clearly understand and easily interact with sites or applications. And executives need to structure organizations to support this collaboration, not reward silos or short-term outputs at the expense of long-term success for the people they serve. It takes storytelling, design systems, change management, and honest conversations about what’s working — and what’s not. “If you want the truth, you have to avoid making up anything. If you want to attend to people's needs, don't give them something that looks like the comforts of old but is in fact an almost entirely useless, unsubstantial nothing.” —Cicero #GovTech #Accessibility #DigitalEquity #UserResearch #DesignSystems #ChangeManagement

Ok I might catch some shade for this post but hear me out. I’ve had to get to several government agencies the last few weeks and it makes me want to pull my hair out! I’ve waited hours to talk to someone to be told incorrect information and then have to come back. As soon as I walk in, it’s like I can feel the weight of inefficiency. There’s a lack of clear communication, streamlined processes (who uses a fax anymore?), and human-centered design. And I’m not necessarily blaming the employees - working with the public can be emotionally taxing. I get it. Sometimes the employees are just as frustrated as the customers. The system just feels broken. I can’t help but think about how principles from user experience (UX) design could transform these interactions. Private-sector companies spend millions improving customer journeys to ensure satisfaction and efficiency. Why can’t the same thinking be applied to public-sector agencies? Imagine this: - Before you step foot in the office, you know exactly what documents to bring, how long the process will take, and what you’ll need to do. - Think online check-ins, appointment reminders, and intuitive forms that adapt to your specific needs. - By simplifying customer processes (could AI be used here?), employees have more bandwidth to provide quality service and/or put their attention to issues that are more complex in nature - Finally, what about implementing feedback loops?Gathering data on what works and what doesn’t for continuous improvement. These ideas aren’t revolutionary, but implementing them requires a shift in mindset. I’d love to hear your thoughts: What would you change to make the experience better for both customers and employees? This could be a win-win for everyone. #UserExperience #Innovation #PublicService

This weekend, the Government Service Delivery Improvement Act (H.R. 5887) passed the senate. This legislation directly ties to customer experience (CX) by aiming to improve the effectiveness and efficiency of government services. Here are a few thoughts how it connects: 1. Focus on understanding the customer. The bill mandates agencies to understand the needs of individuals, businesses, or organizations interacting with the government. It emphasizes designing services around user needs rather than government structures. 2. Customer data driven improvements. Agencies are required to collect qualitative and quantitative data to evaluate service delivery. This aligns with CX methodologies of leveraging customer insights to continuously improve the services and organization provides. 3. Government with standard for service delivery. The legislation calls for the development of service delivery standards that prioritize ease, effectiveness, efficiency, transparency, accessibility, and fairness — hallmarks of strong customer experiences. 4. High impact service providers. By identifying and prioritizing high-impact service providers (e.g., programs with significant public interaction), the bill ensures targeted improvements where they are most needed, driving better outcomes and satisfaction. 5. Cross agency collaboration. It encourages collaboration across agencies to share best practices and align on service improvement goals, fostering consistency in CX across government entities. 6. Digital transformation. The act promotes the adoption of modern digital solutions under laws like the 21st Century Integrated Digital Experience Act, advancing omni-channel service delivery. Digital first but not digital only. Effectuating this bill across all agencies involved will require - - Leadership Alignment: Designating senior officials within each agency to oversee and drive service delivery improvements. - Accountability and Metrics: Using established metrics to measure progress and ensure transparency. - Integration of CX Practices: Embedding CX and EX principles into strategic and operational frameworks within agencies to align service delivery with customer needs. This legislation underlines the government’s continued journey towards a customer-centric approach, ensuring that service delivery meets the expectations of all people it serves. Excited for the continue maturation of CX in government by directly connecting it to service delivery. Kudos to all involved. It has been a journey to say the least. Crystal Philcox Martha Dorris Amanda Chavez Courtney Kay-Decker Airis McCottry Gill A’ndrea Jones💡🎯 Dominic Sale Nancy Delanoche American Council for Technology - Industry Advisory Council (ACT-IAC) James Cook Robert Shea Maria Roat Suzette Kent Casey Coleman Dave Powner Troy Schneider Daniel Chenok Richard Spires #CustomerExperience #ServiceDelivery #Innovation #Transformation #Technology #Legislation