Smarter Solutions to Improve Efficiency and Access
Government agencies do customer service. Policy proposals should always keep the end-user in mind with the goal of reducing, rather than creating, additional red tape for customers. A simpler, more user-friendly system is often the most straightforward path to improving satisfaction and access to government services.
Share Data Across Agencies
Making a citizen alert five different agencies each time they change their address is a hassle for customers and inefficient for agencies. Sharing data across agencies is a practical solution to improve customer satisfaction and reduce waste.
Too many agency customers still have to fill out clunky paper forms. Paper forms filled out by hand are error-prone, inefficient, and expensive to process. To the greatest extent possible, agencies should transition customers to more efficient and less error-prone electronic transactions.
When the government knows a person is eligible to vote or enroll in Medicaid or has all the information it needs for a tax return, it should save the person the time and energy of completing an unnecessary form. Agencies can do the work for the customer, notify them, and give them a chance to make any changes, if needed.
Save Customers Time
Every moment a customer spends standing in line or waiting for a website to load builds frustration with the government. Agencies should strive to reduce transaction times, both in-person and online, by using the information they already have to streamline transactions.