Our vision at Ad Hoc is to close the gap between consumer expectations and government. As more of our daily lives move online, it’s crucial that online government services be usable and accessible to everyone, but it’s also important to clarify the distinctions between consumer expectations and emulating what popular commercial websites are doingso that agencies can focus on enabling the best outcomes.

When we talk about closing the gap, we’re referring to the expectations individuals have around the efficient and effective delivery of services. People have grown accustomed to sites and tools that are intuitive and easy to understand, with navigation structured around their goals and intentions. This means that they can easily find what they’re looking for, and that it’s straightforward to accomplish their intended tasks. People expect the websites and digital tools they interact with to just workwithout waiting for a page to load, getting errors submitting forms, or sites crashing mid-flow. People also expect feedback on their actions, such as confirmation that they completed their task correctly or redirection and assistance if they didn’t. Essentially, users expect to interact with modern and predictable user interface patterns that are served to them with reliability, security, and efficiency. They expect that kind of intuitive experience from the government just as they would find on commercial sites and apps.

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