Citizen-Centered Design

Government needs to be more innovative and take an outside-in approach to the design and delivery of government services to fulfill the commitments being made by political leaders and government executives.

Developing an understanding and empathy is key to the CCD approach, but the people directly involved in the process are often too close to the problem to be able to think outside the box. This is often the case for frontline workers with a government-centric process-driven mindset. The ability to ideate is dependent on the individual’s abilities to look past how things are done today Establish a cross-functional team that includes a mix of backgrounds and capabilities — from inside and outside of the organization — to maximize the effectiveness of the CCD process.

Government organizations that directly service or support citizens have been early adopters of CCD, and the related techniques are already in use and led by business areas. For example, local governments can take an HCD approach to focus Smart City strategies around the problems that matter to their cities.

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