This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
![Government Forms as Friction: Identifying Opportunities for Innovation at the Intersection of Staff and Resident Needs](https://www.epicpeople.org/wp-content/uploads/2023/09/james-wainscoat-eRvIxSmQvOc-unsplash.jpg)
This paper explores a key friction in service delivery that is inherent in forms – the ubiquitous and seemingly...
Civic tech is a growing field and an increasingly critical space for service delivery and participation in public...
Government websites and online services are often built with limited input from the people they serve. This approach limits their ability to respond to ever changing needs and contexts. This case study describes...
Globally, the COVID-19 pandemic has been an inflection point, bringing heightened awareness around the preparedness and resilience of public health systems in dealing with severe shocks. While the pandemic has...
At the beginning of the pandemic, I was pretty sure I was done. I had been a qualitative researcher and brand consultant for 25 years. I had spent the past decade building my practice around an approach that centered contextual and imaginative face-to-face research. I called it brand listening,...
In the Netherlands, approximately 2.5M people struggle to use technology in their daily life and are unable to use online governmental services independently. People with low digital literacy are increasingly...
Segurança Social (Portugal’s Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel...
The past two years have laid bare that we inhabit a world with enormous and increasing inequality. We've also seen a decreasing level of faith in public programs and institutions to provide quality health care and education or even fair access elections. And the very systems designed for the...
Despite constraints on face-to-face meetings and social distancing policies under COVID-19, with the help of online tools, Brandnographer successfully conducted a series of online activities to facilitate...
INTRODUCTION Pundits, policy-makers, and ordinary people alike have recognized that the landscape of industries and work has rapidly changed, and coming advancements in technology and automation will end many jobs and fundamentally change others (Lamb 2016). Since the 90s, The Government of Canada...