b'ViewpointsAgencies afraid to change how they do business will need to become much more comfortable experimenting with how they deliver services, pilot various approaches, and measure impact.Matt Warshaw Studio Leader, IBM Innovation Studio in Washington D.C.1.Reduce application length by 80 percent, droppingthe time it takes to fill out from fifty minutes tounder twenty minutes.2.Cut case processing time in half.3.Reduce time spent correcting errors by 75 percent. 2Lowrey explains that poorly managed and unresponsive government programs harm those they are intended toserve. They also result in an erosion of trust and confidence in government. One way to alleviate these issues is totake a more human centered approach to designing government programs.In redesigning their services, Michigan DHHS not only improved the experience for beneficiaries, but also improved internal efficiencies and reduced costs. So how did the form for Michigan DHHSs benefits end up clocking in at 18,000 words? According to Civilla, the form grew over the course of thirty years based on audits and lawsuits, new processes and policies, and potentially little user research to understand exactly what it felt like to fill out an 18,000- Governments Should Take These Steps to Improve word application. Additionally, Michigan DHHS had tried toCitizen Servicesredesign the benefits application multiple times before, but no effort made it to completion. Create Better ServicesGiven the importance of government services to those whoIn early December 2021, the White House directed agencies need them and the clear benefits of redesigning governmentto use technology to deliver services underscoring the vital services, why is it that every local, state, and federalimportance of improving the customer experience when government agency isnt redesigning services to improvedelivery services. 3services usage and delivery? Also in December, 2021, the acting director of OMB issued Governments around the world responded to the onset ofa memo underscoring the impartiality of inspectors general, COVID-19 with massive direct cash payments to individualsbut also the need for agency leadership to have a productive and businesses. In the U.S., the federal government greatlyworking relationship with IGs, specifically referencing the expanded the eligibility and added additional funds toAmerican Rescue Plan funding. Agency leaders should bring unemployment insurance managed by the states. In Europeanin IGs on their plans to reduce administrative burden, and countries, governments were paying much of the salaries ofwhere appropriate, work with Congress, GAO, and IGs to employees who would otherwise be laid off.balance program risks with benefits. 84 www.businessofgovernment.org The Business of Government'