Harnessing Life Events to Connect Citizens and Services: An Innovator’s Guide

Harnessing Life Events Action Guide
Developed by the ACT-IAC Institute for Innovation
Date Released: December, 2015

SYNOPSIS

Increasingly, governments—federal, state, local and tribal—are focused on designing citizen-centered services that deliver value to customers and meet or exceed expectations. In support of these efforts, ACT-IAC’s Institute for Innovation sponsored this project to help agencies become more citizen-centric by leveraging a life event framework to transform customer service, advance service delivery and exceed customer expectations. In this Innovation Paper, we report our findings and recommend how to:

• Improve customer service through collaboration and sharing;
• Improve information-sharing to streamline and monitor service; and
• Deliver meaningful and measurable value to the public.