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The #1 reason to make your government web service user-friendly is because it's what is just.
The #2 reason is because if people can't figure it out they're going to call you, and you don't have enough staff for that.
The #2 reason is because if people can't figure it out they're going to call you, and you don't have enough staff for that.
I've seen comments from UI staff frustrated that people had questions they could have just looked up.
But...if they had actually made it easier to find those answers than to call, they wouldn't be calling.
That work is an agency's to do.
But...if they had actually made it easier to find those answers than to call, they wouldn't be calling.
That work is an agency's to do.
By the by, my unfortunate assessment here is that rarely do individuals have leverage.
What are they going to do. Apply for BENEFIT_X somewhere else?
Complain? To whom?
The failure mode is silent: people just go without help they're actually entitled to. Bums me out, man.
What are they going to do. Apply for BENEFIT_X somewhere else?
Complain? To whom?
The failure mode is silent: people just go without help they're actually entitled to. Bums me out, man.
