Carl Siegmund, Customer Experience Team Leader, Passport Services, U.S. Department of State

This Is How We Improved The US Passport Renewal Process

Carl Siegmund, Customer Experience Team Leader, Passport Services, U.S. Department of State
Engagement with people
1,433
936
Answers
Insights Bulb for Civic Engagement
9
Insights
Make Decisions
77%
Impact

First, we defined an outcome and a consulting question:

The U.S. State Department wants to improve your experience of applying for a U.S. passport. How can we improve the process to make it simpler and easier?

Tell-Us.USA.gov was launched

Over 20 million Americans renew or apply for a passport each year. No one knows more about the U.S. passport application process than Americans themselves.

Insights website on desktop

We reached out to stakeholders through various platforms

Insights enables you to reach out through various channels: personalized emails, text messages, campaigns on social networks, physical roundtables and phone calls (IVR).

Insights website on mobile device

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar statements and asked users to verify the matching and offer an insight for each group. All insights were reviewed and verified by our team.

Community icon

COMMUNITY

Users were asked to match similar highlights or create new insights. 

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ALGORITHMS

AI grouped similar highlights and asked users to offer an insight.

Insights team icon

ANALYSTS

Final insights were reviewed and verified by our professional team.

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Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact:

קארל זיגמונד, מחלקת המדינה האמריקאית

This Is How We Improved The US Passport Renewal Process

 מחלקת המדינה האמריקאית
Engagement with people
77%
השפעה
9
תובנות
Insights Bulb for Civic Engagement
936
תשובות
Make Decisions
1,433
משתתפים

First, we defined an outcome and a consulting question:

The U.S. State Department wants to improve your experience of applying for a U.S. passport. How can we improve the process to make it simpler and easier?

התשובות נאספו בערוצים שונים

תובנות מאפשרת להגיע לקהלי היעד בערוצים שונים: הודעות דוא"ל אישיות, מסרונים, פוסטים ברשתות חברתיות, שולחנות עגולים פיזיים ואפילו שיחות טלפון המפנות להקלטה בתא קולי.

אתר תובנות בטלפון נייד

האלגוריתמים שלנו סייעו בגיבוש תובנות מרכזיות

אנו משלבים בין בינה מלאכותית (AI) לבין בינה קבוצתית (CI), על מנת לקבץ אמירות משותפות ולייצר מהן תובנות: המשתתיפים מסמנים משפטים, אלגוריתמים מקבצים אותם ומאפשרים ניסוח תובנות משותף.

מנהלי התהליך

מנהלי התהליך

הצוות שלנו עובר ומשפר את התובנות שגובשו. בסופו של דבר, התובנות נשלחות לארגון לאישור סופי.

בינה מלאכותית

בינה מלאכותית

אלגוריתמים מתקדמים של זיהוי שפה (NLP) לומדים מפעולות המשתתפים, ומקבצים תשובות דומות.

בינה קבוצתית

בינה קבוצתית

המשתתפים מבצעים משימות פשוטות, ומסייעים לאלגוריתמים שלנו לקבץ אמירות דומות ולנסח תובנות.

מנורה

Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact:

אנחנו שומרים מידע על המחשב שלך, כדי לאפשר לך חווית גלישה מיטבית באתר.  קריאה נוספת | סגירה

Carl Siegmund, Customer Experience Team Leader, Passport Services, U.S. Department of State

This Is How We Improved The US Passport Renewal Process

Carl Siegmund, Customer Experience Team Leader, Passport Services, U.S. Department of State
Engagement with people
1,433
User
936
Antworten
Insights Bulb for Civic Engagement
9
Erkenntnisse
Make Decisions
77%
Impact

First, we defined an outcome and a consulting question:

The U.S. State Department wants to improve your experience of applying for a U.S. passport. How can we improve the process to make it simpler and easier?

Tell-Us.USA.gov was launched

Over 20 million Americans renew or apply for a passport each year. No one knows more about the U.S. passport application process than Americans themselves.

Insights website on desktop

We reached out to stakeholders through various platforms

Insights enables you to reach out through various channels: personalized emails, text messages, campaigns on social networks, physical roundtables and phone calls (IVR).

Insights website on mobile device

Our AI-powered platform turned answers into insights

Our algorithms grouped together similar highlights and asked users to offer an insight for each group. All insights were verified by our team, before the State Department approved and published them.

Community icon

ALLE USER

Viele User extrahierten die wesentlichen Punkte aus ihren Antworten.

Glasses icon

UNSERE ANALYSTEN

Unsere Analysten schlossen die Analyse ab und legten die Erkenntnisse vor.

Insights team icon

IHR TEAM

Die Entscheidungsträger vor Ort bestätigten die Erkenntnisse.

Bulb Icon

Major decisions were made following the insights

"There should be a way to notify passport holders about an upcoming expiration date by email or text to prevent stressful, and expensive, last-minute renewals..."

"The online process should be end-to-end, including the ability to take passport photos and get an immediate accuracy check..."

"Government agencies should be able to share applicant information with each other, saving applicants valuable time..."

All participants were informed of their personal impact: