Government must be responsive to the people it serves. This means it has to be accessible, available, simple, interactive, and human. Government decision-makers must develop a deep understanding of the needs of the people the government serves, and prioritize those needs over all else. Government services should solve a complete problem for people, and meet them where they are in life.
- User research is conducted regularly on all interactions, products, decisions.
- Staff at all levels, from caseworkers to executives, observe users by using research-based methods.
- Qualitative data and research is an important input into developing policy and services.
- Staff regularly engages in two-way conversations with public communities.
- User communities, such as community-based organizations, provide valuable insights and input.