While the concept of DevOps can be confusing, and is often surrounded by hype, it is important for agencies to understand what DevOps is and why it is essential to helping them meet their goals for improving customer experiences.
Good CX isn’t having a well-staffed CX office: It’s having CX inform every decision throughout the organization. CX needs to be a priority — and a core capability — in every department.
One very impactful way to improve public service delivery is to create tools to help operational staff do their jobs more effectively or efficiently.
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.
By using reminder text messages, governments can ensure that people take needed actions to enroll in or maintain access to 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.
Allowing people to apply for multiple programs using one application can provide a much simpler and easier experience of accessing government services.
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.
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.
Comparative research on the experiences and outcomes of people accessing your services in different languages can improve service delivery.