“What We Do Is Try To Focus On The Goal And The End User”: MindLab and Redesigning Government Services

One afternoon about six years ago, I sat with my colleagues at the U.S. Department of Labor in a room that fulfilled all appropriate stereotypes of government buildings — windowless, drab carpeting, harsh fluorescent lights, dark faux-wood paneling. The meeting began with annoyance and agitation, complaints about this new policy and that old requirement. AndContinue reading ““What We Do Is Try To Focus On The Goal And The End User”: MindLab and Redesigning Government Services”

Post-Shutdown Reflection: Creating Better Feedback Loops between Government and Citizens

The U.S. government is up and operating again after a 16-day shutdown. Watching your country— or really, a few extreme members of Congress— flirt with economic catastrophe from abroad is not a pleasant experience. I’d prefer not to repeat it. What many people don’t realize is that the shutdown put a temporary halt to lotsContinue reading “Post-Shutdown Reflection: Creating Better Feedback Loops between Government and Citizens”