Chapter 23
Service Design and Channel Shifting
*Putting People Before Computers, Teddington, UK
†CDW & Associates, Bletchingdon, UK
“I didn’t say there is a problem. There isn’t a problem. The system is fine. The [Pay As You Earn] people put the extra digits in when they entered your reference code.”
— A hard-pressed Revenue Service call center agent
Introduction
Interaction with government systems cannot be considered in isolation without also understanding the profound effect of the underlying, often convoluted or archaic, government policies and procedures. Improving the user experience (UX) of government services requires commitment to end-to-end transformation of the way those services are delivered.
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