The makers and users of the digital government have lost their connection. People don’t talk to people anymore, they talk to computers which then talk to each other. If digital civil servants don’t see or talk to citizens, how can we expect the digital government to work in an empathic way? For too long we have ignored this problem. We have created an empathy debt.
What happens if we reconnect makers and users again? Will they be more empathic? Will they make different, maybe better decisions? And how much empathy do you actually need? I started the empathic civil servants’ portrait series and I’d like you to meet some of my empathic colleagues.