Category: Process & Methods

Administrative Burden book on measuring citizen’s experience of government

This book explains how policy-making often focuses too much on the policies in the abstract and does not focus on their actual administration. There’s too much focus on the policyholder or the policymaker, and not so much on the citizen’s experience More burdens are faced by those who have fewer resources to manage and overcome them. For many Americans, the experience of government is the experience of burden.

User Testing for courts

How can courts, especially those that serve self-represented litigants, test their new ideas for improvements directly with their users? I sketched out these thoughts at the Court Technology…