On Monday evening, Carrie
Bishop, chief digital services
officer for the City and County
of San Francisco, spoke on
promoting
technological
change in government at the
Ford School of Public Policy.
The talk was co-sponsored
by the Public Policy School’s
Science,
Technology
and
Public Policy program and
the School of Information.
Bishop
moved
to
San
Francisco from the United
Kingdom
in
2017.
Before
coming to the U.S., Bishop
worked for local government
for
four
years
until
she
helped create FutureGov, a
design consulting and service
company. Bishop currently
works with improving the
web services provided by the
city of San Francisco to be
more user-friendly. She is a
part of an effort to make all
city forms available to users
online.
“We know if something’s
not
aligned
within
an
organization as a customer,
and I think that is becoming
more and more prevalent,”
Bishop
said.
“We
need
to
think
about
customer
experience as the entire end-
to-end, not just the bit that
people experience when they
call us or when they come on
our website.”
Bishop
explained
the
three
levels
of
media
change as transformational,
transactional
and
tweaks.
She said tweaks are small
changes made to websites
while transactional changes
make
the
websites
easier
for
individuals
to
engage
within a complex system.
Transformational
changes
fundamentally alter the use
of the media service.
In addition to speaking
about the levels of media
change,
Bishop
discussed
four main models for change
in government media.. Each
model has an increasingly
higher
level
of
financial
risk and more expenses, but
Bishop said she has seen all
models
result
in
positive
changes.
By the time she is finished
in
San
Francisco,
Bishop
hopes to have all city forms
available to residents online.
Her team is currently creating
forms that will eventually
allow cannabis distributors
to
register
their
business
online
and
affordable
housing applicants to submit
their
applications
directly
through the city website.
Bishop said this enables
accessibility to those who
may have trouble traveling
to the location of the city
department
to
turn
in
forms on time.
“We’re
trying
our
hardest to address income
disparity
through
our
work by making sure that
everything we’re designing
is fully inclusive,” Bishop
said. “For example, a lot
of
people
think
about
accessibility as a disability,
but I would encourage you
to widen your perspective
and think about it across
the board. So not just
making
sure
that
our
website is ADA (Americans
with
Disabilities
Act)-
compliant
and
fully
accessible to people with
screen readers, but going
beyond that to things like
language access.”
In five years, Bishop said
she is aiming for her team
and job to be irrelevant.
She said she wants the
city and department to be
able to organize city forms
themselves.
“Don’t ever think that if
you’re on a project redesigning
a form for government that
your work is unimportant
because you are just designing
a form, because this changes
people’s lives,” Bishop said.
“The idea of a form is that
it applies consistency and
fairness to a process. We’re
asking everyone for the same
information, we’re putting
them all through the same
process. Forms are incredibly
integral within government
as an idea of fairness.”
Amelia Esenstad, a Public
Policy graduate student, said
she learned the importance of
digitizing government forms
from Bishop’s presentation.
“I thought the talk was
very interesting because it
is a good reminder of the
importance of changing how
government works and serves
its residents to address a lot
of the really challenging,
difficult policy problems that
government has designed to
be helping with,” Esenstad
said. “I think more cities and
states should be doing similar
work to what San Francisco is
doing.”
U-M alum Harsha Devaraj
said
he
enjoyed
learning
about the fairness of forms.
Bishop’s new definition of
digital
media
influenced
Devaraj’s thoughts of media
services.
“I
liked
the
general
definition
of
new
digital
services
because
it’s
responding to 21st-century
tools,”
Devaraj
said.
“Initially, we used to think
of customer services being in
the front end and everything
else was pushed to the back,
but thinking about customer
services as being the whole
package, because people feel
the impact of the whole thing,
should all be part of that
definition.”
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