The Uneven Race
Walk through your service as a vulnerable citizen, step by step beside a typical one.
The job
Lets a team reviewing a service feel the extra visits, days and drop-outs that an elderly, disabled, non-native-speaking or offline citizen faces compared with a typical one. The team commits to a fix and watches the gap close.
The moment
The deputy minister walks through a permit renewal as a 58-year-old non-native speaker with no smartphone, side by side with a typical citizen who finishes in six minutes.
At step 3, the one-time passcode arrives only in English, and this citizen loses a day. The screen shows that 2,140 real people hit this problem last quarter.
At the finish, the typical citizen needed 1 visit and 6 minutes. This citizen needed 3 visits and 11 days, and 1 in 4 people like them gave up.
The deputy minister signs off an assisted route on screen. Sixty days later, the rerun passes step 3, and the real count is down to 190.
What it does
- Sign a commitment
- Create the owner task
- Hear the real citizens
- Draft the committee note
- Send the committee pack
- Share the race
What you see
Split-screen walk-through: a step-by-step text journey beside a typical citizen's, ending in a signed commitment and a scheduled rerun
What it moves
The gap for each service: extra visits, extra days and the share who give up for each underserved group compared with the typical citizen, closing quarter on quarter.
Built for
- Executives & leadership
- Product & digital
