Digital Citizen Services in the wake of the pandemic

Office closures due to the onslaught of Covid-19 left the State of Tennessee in need of a solution that would allow them to continue providing vital services to the most vulnerable members of their community. I worked alongside an amazing team to design and construct a fully-functional portal that would enable citizens to apply for benefits, provide documentation, check their status, and get information about available programs.

Based on ServiceNow’s CSM, this fully-custom portal was designed to convey a sense of invitation and community. We sought to set vulnerable citizens at ease with the benefits process, instead of conveying a cold government bureaucracy.

When we revealed the final design, our stakeholders at the State declared we “knocked it out of the park.”

While development of this project is still ongoing, I am very excited to see the impact it will have on so many lives.