27. Municipal service use cases:
pay a parking ticket, attend a council meeting
register for summer camp, find work with the city
get a building permit, call an ambulance, street planning
renew a business permit, find swimming pools, get a library card
report a pothole, find out about parks, report trash on a sidewalk
get a parking permit, leave public comment
pay your property taxes, apply for a special event permit
request a streetlight, find the police non-emergency number
take a CPR training from the fire department
find your recycling day, call your council member
37. Research questions:
- What are city website teams prioritizing & why?
- How are city staff running websites & what
barriers do they encounter?
- What does the public want?
- What does the public expect?
- How can we define a purpose for a really general
40. Research methods & skills:
- Moderated interviews
- Survey design
- Map & data science
- Facilitated synthesis
- Web analytics
41. Municipal service use cases:
- Parking - pay a ticket, get a permit
- Jobs - find work with the city
- Permitting - building, planning, business, event
- Recreation - summer camp, swimming pools, libraries
- Maintenance - potholes, streetlights, parks, recycling
- Democracy - comment, meetings, property taxes
- Public safety - police, fire, ambulance
- Transformation is not as risky as government
agencies may perceive it to be.
- Transformation doesn’t have an endpoint; you
work on it continually.
- Changing culture to be more open and agile
makes government services more
user-centered and builds trust.
- There’s not one right way to do this work.
48. Interview questions:
- What does digital transformation mean in
- What is the goal or end-state? How do you know when
- What are the biggest obstacles to this work? How can
we help people get past those obstacles?
- Is there one digital transformation process or many?
- How do you make the changes last?
- What resources would be valuable for other agencies
doing this work?
56. Non-criminal case types:
- Family law - divorce, parentage, custody
- Small claims - lawsuits under $10,000
- Many restraining orders
- Probate law - estates, guardianship, conservatorship
- Civil law - lawsuits, housing, name/gender changes, more
59. Research questions:
- How do judges work with people
- Which process steps trip up
- What language do assisters use to
explain legal matters?
- What is people’s mental state at court?
65. Work out
what to ask
& act on
This isn’t as
easy as it
sounds, & help
spend quite a
bit of time on
The main step
court can’t act
until it knows
has the same
There may be
action by the
user in this
but the point
is the court
You, the user,
have to write
up your own
orders - OAH,
- you’re NOT
the judge says
Multiple rounds common here
with or w/o