Put people first
Government must be accessible, available, simple, interactive, and human
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.
The Vision
- 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.