#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

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Welcoming remarks from Peter Goettler and a conversation with Allan Carey