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Redesigning the Citizen Experience

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Dana Chisnell's presentation for Transform, Canberra, Australia, 19 May 2016

Published in: Technology
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Redesigning the Citizen Experience

  1. 1. Redesigning the citizen experience
 Transforming the way government delivers services Dana Chisnell
  2. 2. A big 
 problem 
 from a 
 small thing
  3. 3. Authentication sucks.
  4. 4. It’s the system.
  5. 5. It affects a lot of people
  6. 6. It affects a lot of people Day 1 2.8 million 
 came to 
 the site
  7. 7. It affects a lot of people Day 1 2.8 million 
 came to 
 the site Week 1 500,000 
 created 
 accounts
  8. 8. It affects a lot of people Day 1 2.8 million 
 came to 
 the site Week 1 500,000 
 created 
 accounts Year 1 8 million 
 bought 
 insurance
  9. 9. This happens in 
 every service 
 government provides.
  10. 10. Before After Slow, with outages Continuous up time, with fast response time High costs to develop 
 and maintain Low costs to develop 
 and maintain Large company with hundreds of developers 8 developers on an Agile team
  11. 11. Fixing an authentication system is a public health problem
  12. 12. Big problems from big things
  13. 13. ingesting
  14. 14. ingesting CMS
  15. 15. ingesting CMS biometrics
  16. 16. ingesting CMS biometrics payment
  17. 17. ingesting CMS biometrics payment file warehousing
  18. 18. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc
  19. 19. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc customs
  20. 20. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc customs case management
  21. 21. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc customs case management reporting
  22. 22. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc customs case management reporting customer support
  23. 23. ingesting CMS biometrics payment file warehousing background
 criminal, fraud, etc customs case management …more reporting customer support
  24. 24. Much of the 
 experience 
 users have 
 comes from 
 back end systems
  25. 25. We build systems the same way we build battleships.
  26. 26. Task:
  27. 27. Task: Transform 20th century 
 battleship-built systems 
 to 21st century services 
 supported by modern technology
  28. 28. Scale is about small things
  29. 29. The 21st 
 Century 
 truth
  30. 30. Government’s product is service
  31. 31. Better services reduce cost 
 and 
 improve the experience
  32. 32. Productivity Tool time
  33. 33. Productivity Tool time
  34. 34. Tool time User experience
  35. 35. Tool time User experience
  36. 36. Tool time Backlogs

  37. 37. Tool time Backlogs

  38. 38. Tool time Call center costs
  39. 39. Tool time Call center costs
  40. 40. Tool time Health of 
 beneficiaries
  41. 41. Tool time Health of 
 beneficiaries
  42. 42. Solve small 
 problems Call center costs
  43. 43. Solve small 
 problems Call center costs
  44. 44. Solve small 
 problems Happier 
 workers
  45. 45. Solve small 
 problems Happier 
 workers
  46. 46. Solve small 
 problems Fewer 
 delays
  47. 47. Solve small 
 problems Fewer 
 delays
  48. 48. Solve small 
 problems User
 experience
  49. 49. Solve small 
 problems User
 experience
  50. 50. The new approach: 
 Lots of little things, continuously
  51. 51. Redesigning government
  52. 52. No more.
  53. 53. No more.
  54. 54. Engineering problems
  55. 55. • Reliability • Performance and response time • Security • Compatibility • Interoperability • Maintainability Engineering problems
  56. 56. • Reliability • Performance and response time • Security • Compatibility • Interoperability • Maintainability Design problems
  57. 57. Redesigning the citizen experience happens at every layer
  58. 58. The back shop is as important as the back end
  59. 59. What’s the user need?
  60. 60. Backlogs
  61. 61. 84%+
  62. 62. Veterans Affairs — 98,000 84%+
  63. 63. How does this happen?
  64. 64. • Information technology How does this happen?
  65. 65. • Information technology • Legislation or policy changes How does this happen?
  66. 66. • Information technology • Legislation or policy changes • The budgeting process How does this happen?
  67. 67. How does this happen?
  68. 68. Because humans.
  69. 69. Understand what people need Make it simple and intuitive
  70. 70. Organizational digital health
  71. 71. Address the whole experience, 
 from start to finish
  72. 72. Design democracy
  73. 73. One password reset at a time.
  74. 74. www.whitehouse.gov/usds
  75. 75. www.whitehouse.gov/usds Do Civil Service.
  76. 76. www.whitehouse.gov/usds Do Civil Service. Please.
  77. 77. www.whitehouse.gov/usds Dana Chisnell dchisnell@omb.eop.gov

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