Human-Centered Communication to Increase Service Uptake in New Jersey: A Digital Service Network Spotlight
The Digital Services Network (DSN) spoke with the director of the C+E Lab, Katie Fiore, and OOI chief of staff, Kai Feder, to learn more about the C+E Lab and its ongoing role in shifting the State’s approach to using marketing to better connect residents to programs and services.
DSN Spotlights are short-form project profiles that feature exciting work happening across our network of digital government practitioners. Spotlights celebrate our members’ stories, lift up actionable takeaways for other practitioners, and put the examples we host in the Digital Government Hub in context.
Residents often miss out on services or benefits available to them—or those to which they are entitled—because they aren’t aware such services exist or don’t believe that such services are right for them. The State of New Jersey’s (NJ) Office of Innovation (OOI) sought to tackle these challenges by launching a Communication + Engagement (C+E) Lab: an in-house team focused on deploying both traditional and digital consumer marketing strategies to help residents become aware of—and ultimately take up—services and programs available to them.
The Digital Services Network (DSN) spoke with the director of the C+E Lab, Katie Fiore, and OOI chief of staff, Kai Feder, to learn more about the C+E Lab and its ongoing role in shifting the State’s approach to using marketing to better connect residents to programs and services.
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Communication + Engagement Lab Playbook
This Playbook is produced by the New Jersey State Office of Innovation’s to help government resources better connect their audiences and constituents to their programs. In this resource, readers will find a step-by-step process to uncover and validate an approach that will can guide your constituents to act— appropriate for all roles, including communications director, program manager, developer, product manager, or public policy practitioner.
