Opinion: Fixing Customer Experiences in Government – starting with the PRA

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“… there are also other policy barriers, from well-meaning legislation decades ago, like the Paperwork Reduction Act (PRA) that makes it harder for government to collect experience data from Americans.”

“My former colleague, the incomparable Erie Meyer, has written about PRA myths and why the government can — and must — perform user research and usability testing with prospective users of a government service, and why user research doesn’t violate the Paperwork Reduction Act. Read the full article here.

Source: Fixing Customer Experiences in Government — starting with the PRA – By Nick Sinai, December 6, 2018. Linkedin.

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