This includes local government entities, departments of health and human services, and other branches of community-oriented organizations like foster care agencies and law enforcement chapters.
These workplaces exist to serve the local community and seek to find solutions for some of the biggest problems in today’s society. Unfortunately, these big ideas often fail to scale with limited resources and access to the right technology.
Agency 39A partners with government agencies and public service organizations to create better systems, better tech processes, and better overall user experiences based on digital government solutions. Here’s our framework for creating change in the public sector.
Improving User Experience in the Public Sector
Our whole-company approach begins with UX research, observation, and inquiry. We work side-by-side with clients to observe and experience their known pain points, as well as identify recurring themes and opportunities for improvement and innovation. We listen to internal and external users who engage with the client in order to deepen our understanding of the total experience. In the public sector, these users include government administration, elected officials, and local citizens who utilize the government services.
Then, we take our observations to the drawing board. We craft journey maps based on individual users’ experiences and brainstorm digital solutions for each touchpoint. We provide recommendations for improved organizational workflows that can optimize the end-to-end experience from the back (government employees) to the front (local citizens).
We prototype experiences to take back to user research and gather real-time feedback from focus groups before moving into detailed digital designs, stakeholder buy-in, and execution.
Incorporating Digital Transformation For Local Government
The importance of digital innovation in local government was made abundantly clear during the COVID-19 pandemic. As government agencies navigated new challenges, they needed to learn how to adapt. Many government organizations adopted cloud-based systems that allowed for faster innovation and better connectivity in the challenging world of social distance. Still, there is room to innovate.
Our work with the California Childcare Welfare Digital Systems (CWDS) is a prime example of digital transformation in government. Prior to working with our agency, CWDS struggled to find a reliable and scalable technology solution that was focused on their citizens and intuitive for all users. We worked with this client to reimagine the complex world of social work and applied digital transformation techniques to improve the organization’s workflows.
We started with in-depth research and observation, built a local innovation studio to work on the ground level, and partnered with industry experts to gain a keen understanding of the organization’s opportunities. Then we moved into digital design and development. The end result was an integrated ecosystem of improved workflows and internal processes that helped create a better intake process for CWDS social workers and law enforcement. When government agencies have access to equitable and reliable digital solutions, they are able to serve the community better and implement lasting change.
Effective Branding in Public Services
Public Sector branding is another important element of digital transformation in the public sector. We provide branding strategies for government agencies that build consumer trust, offer convenience, and enable digital solutions to solve local challenges.
An effective branding project begins with a deep understanding of the local government chapter.
- What citizens do you serve?
- How can you better educate citizens on legal processes?
- What core capabilities does your organization offer?
A local government branding strategy often leads to a well-rounded content strategy including a web and mobile presence, social media content creation, and digital messaging platforms. These government marketing tactics offer a competitive advantage and can help organizations build engagement and loyalty within their community.
Web and Mobile App Development in the Public Sector
Another important factor in government digital transformation is software development. Across the board, government websites struggle to provide high-tech sites that are intuitive for users to navigate. This is a huge gap in the user experience, as most consumers are relying on the government site for instructions and information in order to complete a task.
What about a mobile app? Developing a mobile app can solve many front-end issues for government users. From paying a parking ticket to having an emergency authority on speed dial, a government mobile app can drastically improve the user experience for both your external and internal users.
Optimizing the Government Employee Experience
Employees need better digital solutions, too. We work side-by-side with our clients to observe them on the front lines of public service and witness their daily tech challenges and known pain points. We then take those observations and rethink internal workflows, interfaces, and intake processes to help employees do their jobs better. We play an important role in ensuring technology is not only usable for the organization, but scalable. This effort starts from within.
There are opportunities for digital transformation in government at all levels, from state and federal agencies to national government organizations. When we approach user experience from a collaborative lens, we’re able to create a system of digital solutions that works for every user in the mix. For the people, by the people.