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

This Is How We Improved The US Passport Renewal Process

1,433

936

Answers

Insights

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.

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).

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

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

ALGORITHMS

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

ANALYSTS

Final insights were reviewed and verified by our professional team.

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:

More Case Studies

This Is How We Pursued Social Inclusion Of Ethiopian Jews

Benjamin Netanyahu

Former Prime Minister of Israel

This is how we defined our strategy for sustainable growth

Christian Schmidt

Minister of Food and Agriculture

This is How We Discovered New Recycling Strategies

Bob Gedert

Director, Austin Resource Recovery

This is How We Designed Plans for Digitization in Altmark

Carsten Wulfänger

Head of the District Authority, Stendal District

קארל זיגמונד, מחלקת המדינה האמריקאית

This Is How We Improved The US Passport Renewal Process

77%

השפעה

תובנות

936

תשובות

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?

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.

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.

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

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

בינה מלאכותית

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

בינה קבוצתית

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

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:

דוגמאות נוספות

תרבות ארגונית מנצחת: כך סייענו לרמטכ"ל בגיבוש תכנית רב שנתית

Aviv Kohavi, Chief of Staff, Israeli Defense Forces

רב אלוף אביב כוכבי

ראש המטה הכללי של צה"ל

כך סייענו למשרד להגנת הסביבה בגיבוש תכנית אסטרטגית למעבר לכלכלה דלת פחמן

שולי נזר

סמנכ"לית בכירה לתעשיות

כך גיבשנו מדיניות לעידוד תזונה בריאה - בסיוע תובנות מהציבור

Moshe Bar Siman Tov, Director of the Israeli Health Ministry

משה בר סימן טוב

מנכ"ל משרד הבריאות

כך הגדלנו את מעורבות הקהילה שלנו בפעילויות למען הסביבה

Moshe (Kosha) Pakman, CEO of the Society for the Protection of Nature in Israel

משה (קושה) פקמן

מנכ"ל החברה להגנת הטבע

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

This Is How We Improved The US Passport Renewal Process

1,433

User

936

Antworten

Erkenntnisse

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.

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).

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.

ALLE USER

Viele User extrahierten die wesentlichen Punkte aus ihren Antworten.

UNSERE ANALYSTEN

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

IHR TEAM

Die Entscheidungsträger vor Ort bestätigten die Erkenntnisse.

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:

Mehr Beispiele

So wurde gemeinsam mit den Bürgerinnen und Bürgern der Stadt Dornbirn das Konzept für einen neuen Skateplatz entworfen

Andrea Kaufmann

Mayor of Dornbirn

So wurden Ziele und Rahmenbedingungen für eine passgenaue Politik des ländlichen Raumes entwickelt

Christian Schmidt

Minister of Food and Agriculture

So wurde gemeinsam mit relevanten Akteuren aus der Region ein Strategiepapier für das Bildungsnetzwerk der Region Vorarlberg erarbeitet.

Martina Rüscher

Deputy Head of the Parliament

So wurde das zukünftige Zusammenleben von den Bürgerinnen und Bürgern der Stadt Dornbirn gestaltet

Andrea Kaufmann

Mayor of Dornbirn

This Is How We Improved The US Passport Renewal Process

First, we defined an outcome and a consulting question:

Tell-Us.USA.gov was launched

We reached out to stakeholders through various platforms

Our AI-powered platform turned answers into insights

COMMUNITY

ALGORITHMS

ANALYSTS

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:

More Case Studies

PRODUCT

SECTORS

RESOURCES

ABOUT

קארל זיגמונד, מחלקת המדינה האמריקאית

This Is How We Improved The US Passport Renewal Process

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

התשובות נאספו בערוצים שונים

האלגוריתמים שלנו סייעו בגיבוש תובנות מרכזיות

מנהלי התהליך

בינה מלאכותית

בינה קבוצתית

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:

דוגמאות נוספות

המוצר

מגזרים

מאגר ידע

תובנות

This Is How We Improved The US Passport Renewal Process

First, we defined an outcome and a consulting question:

Tell-Us.USA.gov was launched

We reached out to stakeholders through various platforms

Our AI-powered platform turned answers into insights

ALLE USER

UNSERE ANALYSTEN

IHR TEAM

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:

Mehr Beispiele

PRODUKT

SEKTOREN

Ressourcen

insights