Civic Futures Awards

Starting with user needs in providing better forms

City of Austin

Communications & Technology Management

The problem

Due to limitations with the City of Austin’s current tool for online forms, we were tasked with finding a platform that is more robust in functionality and integration and meets the needs of city staff across departments as they build and maintain digital forms.

Solution / Approach

We started with the users first and not the technology - interviewing users to understand their needs and inviting them to the table to test with us and select tools that would work for their business. Vendors filled out the evaluation tool consisting of the user requirements, security requirements, vendor information, and unique qualities. The vendors understood that our findings and information would be shared internally and externally.

Core team
  • Happiness Kisoso
  • Sally Caraway
  • Leslie Barrientos
  • Yes Moon
  • Maria Alonso
  • Hillary Berquist
  • Carlus Wesley
  • Tarek Moussa
  • Mireya Galarza
  • David Ondich
Key advisors
  • Patricia Link
  • Anne Whitlock
  • Stephen Elkins
  • Divya Rathanlal
What can make it sustainable?

Technology, humans and business have to work together to sustain a useful, sustainable, solution.

Advice to others

The key is that “you’ve got to start with the customer experience and work backwards to the technology.”