Typically, government services are built after long, costly procurement processes that rarely ask users for input on their interactions with those services. Meanwhile citizens’ interactions with government are often perceived as cumbersome or inefficient. In order to increase trust in government, local agencies should place users at the center of service design in order to make government services more convenient and easily delivered to citizens.
Mayor Andy Berke has proposed a new way of approaching government services through his “Making Government Awesome” plan. By implementing a user-focused design in reimagining how government services are delivered and consumed, Mayor Berke is helping to improve how citizens interact with their local government. Through this approach, Berke has already been able to make the permitting process in Chattanooga easier for new businesses through a user-centric design process.