Understanding the Frontline of Resident Service

From answering questions about public benefits to helping residents navigate services, resolve problems, and reach the right office, governments operate countless phone-based support systems that serve as major points of contact between residents and government. This workshop will teach participants how to identify where those points of contact exist across their agencies, map the call center functions already in place, and understand how those systems are currently performing. Through a user-centered and service design lens, participants will explore how residents experience these interactions, where pain points emerge, and how agencies can better diagnose and improve the frontline experience. The session introduces practical ways to assess current performance, including measuring wait times, reviewing call patterns, and identifying common sources of friction, while using UX-informed approaches to uncover opportunities for more accessible, responsive, and effective service.