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How to Provide People-Oriented Services: A Guide for State & Local Public Servants
This guide is designed for public servants to learn from best practices from around government, and apply them their own agencies. At the heart of the narrative is the idea that digital services should be viewed from in ...
Customer-Centered Design Workforce Playbook
This playbook was developed to help craft a leaner, user-centered, and ultimately more effective system for those that need it most, with those who understand it best. Information for the playbook comes from a US DOL ...
Use Customer Journey Maps to Uncover Innovation Opportunities
This is a hands-on learning activity developed by IDEO U. The goal is to help users look beyond the more narrow definition of their offerings, and instead consider the customer's total experience. The activity is designed ...
A National Digital Strategy for Transforming Government
This article suggests that a national strategy for digital transformation is necessary, and that a focus on customer experience is necessary for its foundation. The author provides five key components that a national ...
OECD Good Practice Principles for Public Service Design and Delivery in the Digital Age
Developed by work done in OECD countries, these principles have universal applicability for state workforce agencies. This report is based on a framework for public service design and delivery based on the context and ...