We understand that providing support for public services is strained by the volume of community members who need support and the complexity of the systems that exist to provide it. Government staff and service providers struggle to meet public demand, because many times they are working within larger systems that utilize a spectrum of paper and digital processes that vary in maturity and accessibility.
We’ve learned that these providers would prefer if they could spend less time processing data and focus more of their time time directly serving the public. In order to do this, we suggest the following:
Centralize operational efforts
Service workers would benefit from bringing together disparate set of data and tooling into a single source of truth, mitigating context switching and allowing for faster response times.
Simplify organizational processes
Streamlining current processes would allow providers to provide a consistent quality of service to everyone and reduce administrative errors through standardization.
Increase staff capacity
As we centralize efforts and simplify processes, staff should earn time savings that then allow them to focus on delivering a higher quality of service.