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Louise Macleod - Insight in to the changing requirements and expectations of citizens - GovInnovate 2017

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Evaluating the importance of:
- Early and complete communication
- System design and messaging
- Support for users and choice

Published in: Government & Nonprofit
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Louise Macleod - Insight in to the changing requirements and expectations of citizens - GovInnovate 2017

  1. 1. Insight into the changing requirements and  expectations of citizens for digital  engagement and services: Centrelink’s  Employment Income Confirmation System Louise Macleod, Senior Assistant Ombudsman 
  2. 2. The single biggest  problem in  communication is  the illusion it has  taken place. George Bernard Shaw ”
  3. 3. The public is more  familiar with bad design  than good design. It is, in  effect, conditioned to  prefer bad design,  because that is what it  lives with. The new  becomes threatening,  the old reassuring. Paul Rand  ”
  4. 4. Thank you for listening Questions?

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