SDNC13 -Day2- Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld
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Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld – Province of British Columbia ...
Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld – Province of British Columbia
Government provides many ‘services’ folks prefer to avoid: when you pay your taxes, go to court, apply for social assistance or get sick, you are compelled to interact with government. Yet government services rarely meet citizen expectations, and staff struggle with reduced budgets, obsolete legislation and antiquated practices. This presentation describes how The British Columbia government is adopting a service design approach to meet these challenges. An exemplar project addressed the need to improve landlord / tenant dispute resolution, a high volume, high touch process that was overburdened despite several traditional quality improvement initiatives. See how prototyping service avoidance, smarter intake and status updates yield measurable service improvements for reluctant customers.
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