Designing Excellent Customer Service in Local Government | FUSE

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FUSE is a national nonprofit dedicated to increasing the capacity of local governments to engage communities, advance racial equity, and work more effectively for everyone.
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The FUSE Model centers around a one-year full-time public service role in city or county government and includes three primary phases from start to finish.
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FUSE is a national nonprofit dedicated to increasing the capacity of local governments to engage communities, advance racial equity, and work more effectively for everyone.
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The power of government. The experience of community. The impact of new ideas. Together we can build better systems
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The FUSE Model centers around a one-year full-time public service role in city or county government and includes three primary phases from start to finish.
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FUSE Executive Fellows and Alumni are experienced leaders committed to advancing equity through action-oriented partnerships with government agencies.
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Through strategic collaboration, these initiatives harness innovative solutions and practices to bridge gaps in healthcare access.
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Leaders in Washington DC want to make local government more responsive to the needs of residents. To support this goal, the district enlisted FUSE executive fellow Hua Wang to help bolster accessibility, ease of use, and digital capabilities associated with the provision of public services.

To determine how to prioritize efforts, Hua led a survey of 1,500 residents and conducted 150 interviews and usability tests across all eight wards in the district. She identified and mapped the most pressing pain points in each ward to illustrate the user experience across various services. She launched an “innovation academy” to train government employees in how to do rapid prototyping and in collaboration with the Boston Consulting Group, hosted a “fail forward” workshop aimed at fostering a culture of experimentation within government. She also helped secure the buy-in for a $1.5 million budget to create a more welcoming and useful DC.gov website. Hua’s work uncovered the root causes of residents’ and employees’ poor user experiences and revealed tangible steps to make service delivery more streamlined and efficient.

HUA WANG is the CEO of SmartBridge Health, a cancer telemedicine company making worldclass cancer care accessible. Prior to SmartBridge Health, Hua was a private equity lawyer at Proskauer, legal counsel at Cisco Systems, and a Global Scholar at the Kauffman Foundation. She also was an investment banking analyst at Lehman Brothers and a healthcare strategy consultant at Accenture. Hua was a United States Presidential Scholar and recipient of the American Bar Association Legal Opportunity Scholarship. She graduated from Duke University and Northwestern Pritzker School of Law.

2018-2019 | Washington D.C. - Office of the City Administrator

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