In the Palm of Your Hands: Empowering Clients with Systems of Engagement
The power of mobile technology is undeniable. With smartphones becoming ubiquitous, government agencies are increasingly leveraging mobile applications to empower clients and streamline access to essential services and information. Diona understands this shift and has long focused on providing innovative systems of engagement that harness the native capabilities of mobile devices to improve outcomes for both clients and program administrators.
The Heart of Transformation
At the heart of digital transformation in government lies an emphasis on empowerment. By placing the tools for accessing services and support directly into the hands of clients, agencies can profoundly impact decision-making processes, and therefore outcomes. This programmatic approach recognizes the importance of designing solutions that align with fundamental behavioral principles, leveraging not only the inherent capabilities of devices but the motivations and needs of those using them.
Features with Impact
One key aspect of mobile apps that should be leveraged for this approach is their ability to disburse personalized and timely notifications. These push notifications serve as behavioral nudges, prompting individuals to complete crucial tasks such as submitting documentation or attending appointments. By receiving reminders directly to their smartphones, which are almost always on their person, clients are more likely to take action, leading to increased compliance and engagement with the program. Push notifications are actively used in a variety of Diona solutions including:
Diona Child Support: Custodial and non-custodial parents can reap the benefits of Diona Child Support push notifications for appointment management, payment tracking and modification requests.
Diona Self Service: The New York City Department of Social Services and the Washington D.C. Department of Human Services leverage Diona Self Service to serve SNAP, TANF, and Medicaid clients. Clients are notified when they have documentation due, upcoming appointments, and benefits renewals. This results in more timely benefits delivery and compliance with regulatory requirements.
Diona Visits: Primarily used by caseworkers, Diona Visits supports casework with notifications for a variety of activities including court hearings, coming due assessments, and new case assignments.
The inherent accessibility of mobile devices enables the implementation of choice architecture. Agencies can design the user interface to present options in a manner that encourages desired behaviors. For example, clients may be presented with clear and intuitive pathways for accessing services or completing tasks, making it easier for them to navigate the system and take advantage of available resources. Due to the configurable nature of Diona solutions with dynamic screens, forms and assessments, agencies leveraging Diona are able to realize solution benefits quickly. As an example, the District of Columbia, implemented their solution in less than four months.
Real-time feedback and information updates are another powerful feature of Diona solutions. By providing clients with instant access to their status, eligibility, and relevant program information, Diona solutions foster a sense of transparency and immediacy. This transparency resonates with behavioral economics concepts such as salience and loss aversion, encouraging clients to stay engaged and informed about their progress within the program.
The Reach of Mobile Solutions
The impact of mobile systems of engagement extends beyond just improving access to concrete supports, which is certainly important. By empowering clients to take control of their own journey, agencies can also foster a sense of independence and self-efficacy. This not only enhances the overall client experience but promotes long-term behavior changes and self-sufficiency.
Behavioral Economics for Effective Solutions and Services
Incorporating behavioral economics principles into the design of mobile solutions is key to driving positive outcomes. By understanding the underlying motivations and decision-making processes of their clients, agencies can tailor their engagement experience, effectively influencing behavior for long-term success. Whether it's through personalized notifications, choice architecture, or real-time feedback, mobile systems of engagement offer a powerful channel for implementing these principles in practice. With Diona solutions, the human-centered and configurable interface simplifies interactions and drives behavior, while behind the scenes a powerful product architecture is providing comprehensive capabilities to manage workflows and provide operational efficiencies.
Empowerment for clients lies in the palm of your hands. By leveraging mobile technology solutions that have intentionally incorporated principles of behavioral economics in the design, agencies can offer interventions that streamline access to concrete supports and inspire positive change for clients. With Diona systems of engagement already available for agencies across the country, the future of client empowerment is more accessible and brighter than ever.
Learn more about Diona Systems of Engagement.