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.” ME AN GIRLS IN ANN ARBOR Sudoku Syndication http://sudokusyndication.com/sudoku/generator/print/ 1 of 1 9/19/08 11:30 AM SUDOKU MEDIUM 5 7 9 3 6 5 4 1 7 4 8 3 6 9 6 8 7 1 3 3 6 2 5 6 9 3 8 7 © sudokusolver.com. For personal use only. Generate and solve Sudoku, Super Sudoku and Godoku puzzles at sudokusyndication.com! BURRITOS puzzle by sudokusyndication.com 2 — Tuesday, January 29, 2019 The Michigan Daily — michigandaily.com News ALEC COHEN/Daily Stars of Broadway’s Mean Girls and U-M alumni Taylor Louderman, Ashley Park and Erika Hennigsen answer questions at the Ann Arbor District Library Monday evening. 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