QUESTION
How is user feedback being incorporated into the improvement of services by the Office of Technology And Innovation (OTI)?
1:22:38
·
82 sec
The Office of Technology And Innovation (OTI) adopts a user-centric application development model to incorporate user feedback into service improvement.
- OTI involves users early in the development process to identify issues and improvements.
- Feedback drives initial design and recommendations for process changes.
- Users are continuously engaged throughout the development to ensure their feedback shapes the service.
- The myCity initiative exemplifies this approach by involving the public in discussions about childcare and adjusting the service based on their feedback.
Jennifer Gutiérrez
1:22:38
Is that some of the feedback that you've received?
1:22:41
How are you incorporating user feedback into improving these services?
Matthew Fraser
1:22:45
Yeah.
1:22:45
So
Jennifer Gutiérrez
1:22:45
this is really important to council member Holden.
1:22:47
He's he's emphasized this multiple times.
Matthew Fraser
1:22:49
Yes.
1:22:50
Council counsel member Holden is is is very passionate about making sure that we get it right.
1:22:56
So one of the things that we we've done since becoming the office of tech and innovation is we we've launched a user centric application development model.
1:23:05
Right?
Erik D. Bottcher
1:23:06
Yeah.
Matthew Fraser
1:23:06
So what that means is instead of building and then bringing someone in, we bring someone in first or we bring a consortium of people in first to say, what's broken about this and what can be better?
1:23:17
And we use that feedback to drive the initial design and the initial recommendations around what processes we change.
1:23:23
We bring them back in as how do you feel about the look, and we do all of that before we start building.
1:23:29
And then as we build, we continue to bring people in so that we can get their feedback in terms of the direction of the way the system is going.
1:23:35
When we did my city, that approach was very much the same way.
1:23:38
We brought the public in.
1:23:39
We said, what's broken about childcare?
1:23:41
What do you not like?
1:23:42
What do you expect?
1:23:43
What's a good example of a system that you interact with?
1:23:46
That you have a lot of success with when you're applying for something.
1:23:50
And as we built, we continuously brought the people back in.
1:23:53
How do you feel about it?
1:23:54
And how should we change it?
1:23:55
So the user centric application development model is is what we're doing around Okay.
1:23:59
We're bringing customer feedback.