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.