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Usability in Government Systems by Dianne Murray, Elizabeth Buie

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Chapter 23

Service Design and Channel Shifting

Neil Sandford* and Angus Doulton

*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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