How state agencies improved the digital experience to serve Washingtonians better

September 13, 2019

Story 

Charged with a mission to serve the public, Washington state agencies consistently strive to find new ways to deliver a more effective customer experience.

Here are some highlights of how agencies recently restructured and changed the way they deliver services, offer information to taxpayers and provide a more user-friendly digital experience.

Health Care Authority

An estimated 150,000 school employees will enroll in the new School Employees Benefits Board Program this fall. To support employees in this shift to a statewide health benefits program, the Health Care Authority is offering innovative online tools.

HCA built a “virtual benefits fair,” where employees can use their computer, tablet or smartphone to browse online booths and learn about medical plan options, among other things. The booths will offer videos, downloadable content, provider searches and other information to help employees choose the right plans for them and their dependents.

For those who want more guidance, HCA is offering an online benefits advisor tool that asks employees questions about their health care needs, then suggests which medical, dental and vision plans might make the most sense for them.

Washington Department of Fish and Wildlife

The Washington Department of Fish and Wildlife (WDFW) launched a new website in March. With nearly 70 percent of its website users visiting on mobile or tablet devices, WDFW built its new website with a user-centered design philosophy in mind, emphasizing a mobile-first approach for improved user experience and accessibility.

Read the rest of the story on the governor's Medium site

Media Contact 

Tara Lee
Governor Inslee’s Communications Office
360.902.4136