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Jan. 8, 2020

Agenda Item 2b: Improving the Resident Experience with Forms — original pdf

Improving the resident experience with City forms Daniel Honker, Soolin Withrow, and Andrew Do Communications & Technology Management Community Technology & Telecommunications Commission January 8, 2020 Today’s presentation Three efforts to improve the resident experience with City services. 1. Prioritizing City services to bring online and make more accessible 2. Bringing forms online 3. Redesigning forms for a better resident experience 4. Next steps and policy issues Today’s presentation Three efforts to improve the resident experience with City services. 1. Prioritizing City services to bring online and make more accessible 2. Bringing forms online 3. Redesigning forms for a better resident experience 4. Next steps and policy issues Overview of the Service Access project Previous briefing to CTTC in June 2019 Project goal: To expand access to City services for the Austin community by redesigning and bringing services online What we’re working on: 1. Inventory of paper-based and manual City services 2. Recommendations on priority services to redesign and bring online 3. Resources for digitizing and automating services citywide Why we are creating an inventory of services Online Access to City Services audit, 2017 Recommendation: “Ensure that the City offers as many city services online as practical by developing an inventory of services that should be offered online.” Commitment: Inventory services citywide that should be brought online and/or need significant improvements related to usability or accessibility. What is a “service” for this inventory Example City services 1) Transactional: involves the exchange of goods, services, or information 2) Form: collects information through a template or application 3) Community-facing: not internal City business processes Factors we are considering to prioritize services to redesign and bring online Impact Accessibility Complexity How important the service is to residents and to the City’s Strategic Direction. What barriers people may face in accessing and using the service. How straightforward the service would be to redesign or put online. We should focus on redesigning and digitizing high-impact City services. We should prioritize services that have the clearest need for more accessibility. We should try for a balance of high and low complexity services -- not just prioritize the simplest services. There are 10,000+ PDFs on austintexas.gov. 500 of these are forms for City services. Today’s presentation Three efforts to improve the resident experience with City services. 1. Prioritizing City services to bring online and make more accessible 2. Bringing forms online 3. Redesigning forms for a better …

Jan. 8, 2020

Approved Minutes — original pdf

COMMUNITY TECHNOLOGY & TELECOMMUNICATIONS COMMISSION http://www.austintexas.gov/cttc MINUTES Regular Meeting Wednesday – January 8, 2020 – 6:30 PM City Hall – Boards & Commissions Room 1101 301 W. 2nd Street ‐ Austin, TX, 78701 Please go to http://www.austintexas.gov/cityclerk/boards_commissions/meetings/10_1.htm for backup material associated with this agenda. All ATXN (City Channel 6) programming is cablecast on Spectrum, Grande Communications, and Google Fiber on their cable channel 6, on AT&T U‐ Verse Channel 99 and webcast online. Over 20 meetings per month, including this commission meeting, are available on demand online, typically within a few hours of the cablecast. Schedules and video can be found at: http://www.austintexas.gov/page/atxn-video-archive. CURRENT COMMISSION MEMBERS: Sophie Gairo ‐ Mayor Steve Adler Nehemiah Pitts III ‐ Council Member Natasha Harper‐Madison, District 1 Claudia Yanez ‐ Mayor Pro Tem Delia Garza, District 2 Malcolm Yeatts ‐ Council Member Sabino “Pio” Renteria, District 3 David Alexander ‐ Council Member Gregorio Casar, District 4 Dave Floyd ‐ Council Member Ann Kitchen, District 5 Irfan Syed ‐ Council Member Jimmy Flannigan, District 6 Dina Ayman ‐ Council Member Leslie Pool, District 7 Michelle Reinhardt ‐ Council Member Paige Ellis, District 8 Nicole Thompson – Council Member Kathie Tovo, District 9 Sumit DasGupta ‐ Council Member Alison Alter, District 10 Commission Members Present Sophie Gairo Nehemiah Pitts III Malcolm Yeatts David Alexander Dave Floyd Irfan Syed Dina Ayman Michelle Reinhardt (Participating Remotely) Nicole Thompson Sumit DasGupta Unexcused Absence Claudia Yanez CALL TO ORDER The meeting was called to order at 6:43 PM CITIZEN COMMUNICATION: GENERAL The first ten speakers signed up prior to the meeting being called to order will each be allowed a three‐minute allotment to address their concerns regarding items not posted on the agenda. No citizens were signed up to speak 1. APPROVAL OF MINUTES – December 11, 2019 Motion to approve the December 11th, 2019 meeting minutes made by Commissioner DasGupta, seconded by Commissioner Yeatts passed on a vote of 7‐0‐2‐1, with Commissioners Alexander and Floyd abstaining and Commissioner Reinhardt off the dias. 2. STAFF AND COMMUNITY BRIEFINGS (A member of the public may not address a board at a meeting on an item posted as a briefing) a. Communications & Technology Management Department Update (Stephen Elkins, Communications and Technology Management) This item did not occur due to a scheduling conflict. b. Improving the resident experience with City forms (Daniel Honker, Soolin Withrow, and Andrew Do, Communications and Technology Management) The …

Jan. 8, 2020

Play video — original link

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