As the Child Welfare Digital Services project moves forward, it attempts to undo the model of government being out of touch with residents' expectations.
“Whether it’s a government service or it’s a commercial service, customers expect that we provide them service while they are on the Internet, in their home. Make it convenient,” Peter Kelly, the chief deputy director and chief information officer of the California Health and Human Services Office of Systems Integration, said in an interview with e.Republic’s Steve Towns.
In the first part of the interview, Kelly describes how embedding users has assisted in keeping user design at the center of the project.
