What is this about, who is it for, and how should it be used?
In Maryland, we want to solve real problems for real people, not just ship technology. Our service delivery framework helps de-risk projects and transforms them into sustainable, iterative services. This prevents long and costly project mistakes.
Rather than waiting years, constituents can see results sooner and more effectively.
This guide empowers teams to simplify delivery, reduce friction, and focus on what matters most: serving our constituents
This is not just theory.
Pivoting to an iterative, people-centered approach by simplifying the user journey, the Maryland Department of Labor achieved a 15% increase in completed, successful claims, ensuring Marylanders receive help when they need it most.
Let’s start with some definitions
The overall process of planning and organizing people, procedures, and technology to make interactions between the government and the public better.
This approach puts people's needs and experiences first when designing services.
This is about how a person experiences their entire journey when using a service, from start to finish.
UX focuses on how a person directly interacts with a particular part of a service, like a website or a form, at a specific time.
People-Centered practitioners who seek to understand the unique context, and execute on specific constraints, purposes, and priorities of government services.
Official guidance from the U.S. Office of Management and Budget (OMB) Circular A-11, formally defines "customer" in government as: Any individual, business, or organization that interacts with a government agency or program.
The term "user" is used to describe people’s relationship with a specific tool: it is about utility and usability.
Let’s avoid overusing "Customer" and "User." Let’s try instead using specific, humanizing terms like, "a small business owner," "a parent," or "a driver." This shift transforms an abstract concept into a real person with goals, grounded in reality.
A visualization of the service experience model consisting of a front-stage user experience and back-stage events.
Elements the public directly sees and interacts with, like websites, mobile applications, forms, call centers, office visits, and official communications.
Systems, processes, and people that enable the front-stage but are not visible to the public.
Learn about Service Delivery
Explore the Service Delivery Guide to learn about best practices for a structured, repeatable process for designing and improving state government services.