People over processes: Building human-centered systems that empower users to access services
As government services continue to evolve in the digital age, accessibility challenges also shift to the online domain.
In an effort to meet this challenge, the US government has developed accessibility rules, known as section 508, but increasingly, ensuring compliance with these regulations is not sufficient in ensuring that online public services are truly accessible.
Rather, systems must be built with real user needs up front – and this is why many agencies are turning to agile approaches, rooted in human-centered design best practices to ensure that new platforms and digital native programs are created with people’s needs up front.
In this webinar, supported by knowledge partner Nava and part of Global Government Forum’s Government Service Delivery event programme, experts shared practical information on how to make sure accessibly is built into services from the start.
Together we discussed:
- How to build and test accessibility in government websites across the federal government.
- How digital identify and credentials can be built in accessible ways.
- The role of open source software across government, and other ways to share best practice.
- How to modernise underlying processes and structures to make government more accessible.
Panel
Andrew Nielson, Director of the Government-wide IT Accessibility Program, U.S. General Services Administration
Andrew is the Director of the Government-wide IT Accessibility Program in GSA’s Office of Government-wide Policy, which has the mandate, under Section 508 of the Rehabilitation Act of 1973 to provide technical assistance to federal agencies and individuals in meeting Section 508 requirements. Andrew is an expert in the field of Information and Communication Technology (ICT) accessibility. He is Co-Chair of the annual ICT Accessibility Testing Symposium, which brings together other experts from around the world in the field of ICT accessibility testing to exchange academic analysis of current ICT accessibility testing issues and explore approaches to improve accessibility testing practices. He is a principal co-author of the current version of the Harmonized Processes for Revised Section 508: Baseline Tests for Web Accessibility (aka the “ICT Baseline”). Andrew was also the coordinator and facilitator of the inter-agency team of experts that developed both the Baseline and the current version of the “Trusted Tester” accessibility testing process, which is recognized across the federal government as a leading practice in accessibility testing.
Dr Marvourneen Dolor, Director, Product Management, Bloomberg Government
Marvourneen K. Dolor, Ph.D., is the Director of Product Management at Bloomberg Government, where she spearheads product strategy and roadmap development for innovative client-facing applications. With a background spanning government, nonprofits, and the private sector, Marvourneen brings a wealth of experience in human-centered design and data-driven product management. As the former Chief Product Officer for the Medicare Payment System at CMS, she led the modernization of payment systems for the world’s largest health insurer, focusing on user needs and agile methodologies.
Marvourneen also served as a Product Strategy & Operations lead at the United States Digital Service within the Department of Veterans Affairs, where she provided strategic direction for multiple high-value contracts supporting the launch of VA.gov and modernized Veterans appeals processing. Her expertise in user research and iterative product development has been instrumental in creating digital products that empower users. Her stakeholder management skills have helped build high-performing teams that efficiently deliver valuable services. Marvourneen holds a Ph.D. in Environmental Chemistry from the University of Maryland College Park and a B.S. in Marine and Environmental Sciences from the United States Coast Guard Academy.
Andrew Drummond, State Director of Accessibility, Maryland Department of Information Technology
With over 15 years of dedicated leadership in the field, Andrew has built a strong track record in championing accessibility, particularly in information technology. Certified as an accessibility professional by the International Association of Accessibility Professionals, he has served as an expert witness in legal and administrative proceedings, showcasing his qualifications and commitment to the field. Andrew authored the State of Maryland’s inaugural comprehensive digital accessibility policy, which was announced by Governor Wes Moore in January 2024. Additionally, he has shared his expertise on national platforms, addressed conferences, participated in televised panel discussions within the technology industry, and served as an adjunct professor lecturing on digital accessibility at local universities. These engagements have allowed him to raise awareness about the critical importance of accessibility for all.
Jodi Leo, Chief Delivery Officer, Nava
Jodi Leo is the Chief Delivery Officer at Nava, a public benefit corporation which emerged from the effort to help rebuild HealthCare.gov after its troubled launch. Nava exists to address some of the most complex challenges in the public sector and works to make government services simple, effective, and accessible to all. The company’s portfolio spans several projects in the U.S. including Medicare, Veterans Affairs, unemployment benefits, and paid family leave. Nava has helped tens of millions of people enroll in critical programs, streamlined processes to save decades of labor years, and saved government agencies hundreds of millions of dollars.
Jodi is responsible for marshaling the company’s core capabilities in engineering, design, project, program, and product management to deliver better, simpler public services to all people. She has spent the last 10 years establishing highly effective organizations, helping them scale, cultivating leadership, and articulating a vision for the future. Previously, Jodi spent 15 years deep in the delivery environment with users, teams, and stakeholders for companies like Apple, Fidelity Investments, NY Times, and Mozilla. She shipped improved user experiences and achieved numerous industry awards, improved regulations, plus earned two patents and a challenge coin from the Department of Veteran’s Affairs Digital Services team. Jodi is a professor at the School of Visual Arts Masters Interaction Design, where she trains future digital services talent, and is a critic at the Rhode Island School of Design.
Webinar chair: Siobhan Benita, Moderator, Global Government Forum
Siobhan was a senior civil servant in the UK with more than 15 years’ Whitehall experience. She worked in many of major delivery departments, including Transport, Environment, Health and Local Government. She also had senior roles at the heart of government in the Cabinet Office and HM Treasury, including supporting the then Cabinet Secretary, Lord O’Donnell, to lead work on civil service reform and strategy. Siobhan left to run as an independent candidate in the Mayor of London election. She subsequently joined her alma mater, Warwick University, as Chief Strategy Officer of Warwick in London and Co-Director of the Warwick Policy Lab.
