Citizens are now completing applications online — many for the first time — and they expect the same seamless experience they have using most commercial websites. They may not be aware of additional features for which they are eligible, and they might not go back into a system six months later to fill in a new application since they have no access to the old one. How much easier it would be if information initially provided was stored and made available when the next application is filed. What if agencies leveraged historical data to help recommend additional services that may be applicable based on the information applicants provide in their initial application? One-stop shopping would better serve citizens and offer less processing time for an agency.
On the flip side, agency employees are dealing with unprecedented volumes and, in many cases, are unable to keep up with the demand. While some of this may be unavoidable, there typically are opportunities to make the process more intuitive — and in many cases more automated — enabling employees to operate more efficiently and better serve their stakeholders.
In both cases, understanding stakeholder needs and reflecting them in your transformational road map, will help you better align program objectives with better stakeholder outcomes.
Build your road map early and make certain it reflects where your stakeholders want to be
Empowering end users to influence what defines programmatic success does no good if it’s not reflected in the program goals, objectives and road map. It’s not always practical to address everyone’s needs concurrently (or quickly).