Realizing that people use their driving license as ID to access everything from the cinema to medicines instead of its official purpose 49 times in 50 was a tipping point, says Chris Goh, general manager at Customer Oriented Registration & Licensing, Queensland, Australia. The design thinking approach starts with what citizens want and underpins successful reform programs, says Jane Treadwell, government transformation lead, APJ, at Amazon Web Services, who worked previously for the World Bank and the Australian government. They describe how to get started and why the user first approach is so powerful.
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