ANTICIPATING CASEWORK
Almost all casework comes back in some way to agencies’ digital infrastructure: how constituents interact with websites and forms, how cases and files are created and handed between business units, and notices or payments are received or issued. But for casework teams, these can sometimes be some of the most opaque and frustrating elements of understanding agency processes.
In this series, former digital staff from casework agencies will join us to answer your questions on how agencies’ digital infrastructure is built, managed, and modernized, how they anticipate any challenges showing up in caseworker inboxes this year, and tips for caseworkers on effective inquiries. For each event, they will be joined by nonpartisan civil society representatives who can help contextualize what agency changes mean on the ground.
ABOUT THIS TRAINING
Constituent complaints involving private companies can be some of the most confusing and “grey-area” casework — but there are clear avenues to direct some of these inquiries to appropriate government agencies, including the Consumer Financial Protection Bureau. In this webinar, we’ll hear from former CFPB and FTC CTO Erie Meyer about how these agencies handle consumer complaints, and what Congressional offices should know about the landscape of government resources for consumer protection.
SPEAKERS
Dana Chisnell is a pioneering civic designer dedicated to improving government services through human-centered design. She was the first head of customer experience at the Department of Homeland Security. Dana co-founded the Center for Civic Design, where she led initiatives like the Field Guides to Ensuring Voter Intent, and designed the prototype that is the basis of nearly every digital ballot in the US. As a founding member of the US Digital Service, Dana contributed to modernizing federal digital services. She has taught design in government at Harvard Kennedy School and co-authored the seminal Handbook of Usability Testing.
MODERATOR
Anne Meeker is Deputy Director of POPVOX Foundation, and a former House caseworker. She was a founding member of the POPVOX Foundation team as Director of Special Initiatives. She previously served as Director of Constituent Services for Congressman Seth Moulton, where she worked to use data and technology to deliver smarter casework services to residents of the MA06. Anne holds a bachelor's degree in Anthropology from the University of Oxford (St. Hugh's College), and an MSc in History from the London School of Economics. She is also a proud Clevelander, and will take any opportunity to talk up the Rust Belt.
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