Government agencies have an opportunity to re-orient technology to citizens and stakeholders to deliver services more effectively and with greater transparency.
When agencies reorient technology to better deliver services, they will build trust with their constituents, spend tax dollars more efficiently, and meet the equity expectations of those they serve.
Many jurisdictions are already taking steps in this direction. For example, the Federal Government’s Login.gov, which is nearing 100M users, is providing a common user access experience to a broad group of agencies such as OPM, VA, SBA, and USDA.
Business processes, budgeting approach, and technology infrastructure can change – and always do. Progress is made in small steps by courageous leaders driven by mission.
Where do agencies start? Begin by better understanding citizens and how they experience your services. Utilize advocacy groups, user research, and pilot groups. Invest in re-thinking the journey of your user, to ensure that you are delivering valuable and equitable service in the most effective and cost-efficient way.