Mission-Centered System Design for Citizen Services

This document is a guide that outlines the application of Mission-Centered System Design (MCSD) to enhance citizen services within federal agencies. It discusses the challenges faced by these agencies, including fragmented data systems and the need for a cohesive approach to service delivery. The guide emphasizes the importance of aligning technology, data, and mission objectives to improve citizen experiences. It details how Maximus employs MCSD to integrate customer experience, policy, technology, and data, aiming to transform modernization efforts into intelligent, outcome-driven systems. The document also describes the four principles of MCSD: mission-first design, outcome-driven metrics, adaptive systems, and system-wide alignment. Furthermore, it presents a phased roadmap for modernization, from efficiency to intelligence, and highlights the significance of outcome-based contracting to prioritize results over processes. By implementing these strategies, agencies can better meet the requirements of the Government Service Delivery Improvement Act and enhance their service delivery.