#192: From Forms to Freedom: Building Digital Services That Citizens Actually Want
Featuring:
- Soumam Debgupta, CTO, Washington State Department of Social and Health Services
- Rob Lloyd, CTO, City of Seattle
- Chris Chirgwin, CIO, County of Santa Barbara
In this episode, you’ll learn:
How Washington State DSHS reduced benefit application times from 50 minutes to 25 minutes by reimagining service delivery through a customer-first lens
Why setting an ambitious 85% customer satisfaction goal is driving cultural transformation and transparency in government services
The impact of challenge-based procurement in Seattle, where defining problems instead of solutions is attracting innovative technology partnerships
How Santa Barbara County achieved over 400 strategic goals in one year by implementing the Entrepreneurial Operating System (EOS)
Why tracking metrics like cost-to-serve and benefit penetration rates helps Washington State DSHS maximize the reach and efficiency of social services
Links Mentioned:
Traction by Gino Wickman
Customer First Thinking Newsletter by Soumam Debgupta
One Seattle Plan
This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit techtables.substack.com
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