“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.
Citizen Engagement
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 But sometimes, incorrect, outdated, or obscure terms can help you “meet people where they’re at”!
Sunshine Week 2023, Part 3: Is FOIA Broken? Yes, But We Can Fix It!
The Freedom of Information Act (FOIA) is a critical component of our democracy…but too many requests have overburdened the system. All is not lost, however.
Seniors, Accessibility and CMS
Older Americans often have sight, hearing, mobility and cognition disabilities that make internet use difficult. The Center for Medicare & Medicaid Services (CMS) is making its web presence more senior citizen-accessible.
Sunshine Week 2023, Part 2: What Is FOIA and Why Does It Matter to You?
The Freedom of Information Act is a vital tool for government transparency. Here’s an update on how it works.
At Your Service: A Case for As-a-Service Solutions
This report details how as-a-service solutions can save agencies time and money while increasing efficiency.
Doing More with Less: How Public Agencies Innovate to Deliver Quality Services
Innovation doesn’t have to be the enemy of providing reliable services — it can help agencies do more with less. Here are some tips on how it’s done.
Sunshine Week 2023, Part 1: What Does Government Transparency Look Like in 2023?
Sunshine Week, March 12-18, is an annual event honoring the idea that government functions best when it operates in the open. Here’s Part 1 in a series of posts about the state of federal transparency in 2023.
Strategies for Increasing Customer Engagement
Hear expert advice for increasing customer engagement.