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Josh Gregor, continuous improvement coordinator for PDX 311, and Greg Clapp, technical architect for the Digital Services Team, along with representatives from the New York City Office for Economic Opportunity, served as keynote speakers on making the online experience equitable and intuitive for community members.
The session focused on how forms are a gateway to essential services and a powerful tool for transforming government operations. The panel shared how they used form data to enhance services for residents while streamlining internal processes.
Examples included New York City’s Benefits Platform, which helps residents discover additional services they qualify for using existing form data, and Portland’s customized digital services, which tailor outcomes based on resident needs. The panel demonstrated how rethinking forms can reduce administrative burdens, improve efficiency, and ensure people get the services they need.
The audience learned about modernizing outdated systems and using technology to deliver more effective and equitable public services.
Watch the session HERE
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