Office of Design & Delivery
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We introduced an approach to designing and building services to meet resident needs

We launched the Office of Design & Delivery in May 2018 to scale Austin's capacity for designing and delivering the best possible services for our residents. We heard terms like "agile" being used in conversation, and wanted to show what it looks like in practice.

Our culture was our strongest asset. We believe that work should be fun, that learning is ongoing, and that everyone has something to teach. We asked for help, defaulted to action, and balanced short-term wins with long-term outcomes. We had strong opinions, loosely held, and were open by default.

Learn about how we worked.

We're still interested in hearing from residents, sharing our work, and connecting with other folks in the civic space. Check out our alumni below, and find us on Twitter, Linkedin, Medium, and many other corners of the internet.

 

Our story

We started with an experiment. Building on learnings from the Consumer Financial Protection Bureau, 18F, and the U.S. Digital Service, we launched the City of Austin’s Design, Technology & Innovation Fellows program in Summer 2016 to “bring the principles, values, and practices of the technology sector into government.”

The first version of our recruiting website, forked from NYC TechJobs

Over the next four years, we hired over 85 design and technology specialists to improve services around permitting, recycling, homelessness, and public safety. We introduced new practices for user research, service design, content strategy, engineering, and product management, and we launched Austin’s first Digital Transformation Strategy with a modular platform at alpha.austin.gov.

In May 2018, we became the Office of Design & Delivery, creating a dedicated practice within Austin's Communications & Technology Management Department to lead design, development, and product strategy for Austin.gov, our Service Design Lab, and city-wide efforts to be a smarter city.

In October 2020, we worked with leadership to embed our oddities within the existing capacities of the City of Austin. Our pilot was a success in introducing and formalizing new practices, policy, and position descriptions around user research, service design, content strategy, and open-source web development, and we'll continue to work to raise the bar for how Austin can deliver the best possible services for our residents.

Our mascot is, and forever will be, the love chicken, because we love chickens, and we believe that working in government, at its best, is filled with love.

Our team

Photo of Marni Wilhite

Marni Wilhite

Head of Digital Transformation

Photo of Amenity Applewhite

Amenity Applewhite

Product Manager

Photo of Gerald Oliver

Gerald Oliver

Scrum Master & Operations Manager

Photo of Ben Guhin

Ben Guhin

Head of Design & Technology Policy

Photo of Daniel Honker

Daniel Honker

Program Manager, Policy Lab

Photo of Courtney Morgan

Courtney Morgan

Content Strategy Practices Lead

Photo of Céline Thibault

Céline Thibault

Researcher & Designer

Photo of Brian Smith

Brian Smith

Full-Stack Developer

Photo of Laura Trujillo

Laura Trujillo

Content Strategy Practices Lead

Photo of Ashlee Harris

Ashlee Harris

Content Strategist

Photo of Taylor Cook

Taylor Cook

Program Manager, Service Design Lab

Photo of Mateo Clarke

Mateo Clarke

Full-Stack Developer

Photo of Sarah Rodriguez

Sarah Rodriguez

Data & Systems Analyst

Photo of Simi Damani

Simi Damani

Full-Stack Developer

Photo of Tori Breitling

Tori Breitling

UX Design Practices Lead

Photo of Ben Weatherman

Ben Weatherman

Engineering Practices Lead

Photo of Puja Balachander

Puja Balachander

Service Designer

Photo of Chris Luedtke

Chris Luedtke

Service Designer

Photo of Chase Chenevert

Chase Chenevert

Product Designer

Photo of Sergio Garcia

Sergio Garcia

Full-Stack Developer

Photo of Nick Ivons

Nick Ivons

Engineering Practices Lead

Photo of Sarah Rigdon

Sarah Rigdon

Content Strategist

Photo of Andrew Do

Andrew Do

Service Designer

Photo of Eric Sherman

Eric Sherman

Full-Stack Developer

Photo of Annie Szotkowski

Annie Szotkowski

Content Strategist

Photo of Jeff Knight

Jeff Knight

Copywriter

Photo of Manlin Yao

Manlin Yao

User Researcher

Photo of Mark Janchar

Mark Janchar

Research Lead

Photo of Stephanie Gates

Stephanie Gates

Program Manager

Photo of Desi Gonzalez

Desi Gonzalez

Product Manager

Photo of Nameir Majette

Nameir Majette

Business Process Consultant

Photo of Kristin Taylor

Kristin Taylor

Service Design Lead

Photo of Anu Kandimalla

Anu Kandimalla

User Research Coordinator

Photo of Bob Main

Bob Main

Full-Stack Developer

Photo of Jo Dwyer

Jo Dwyer

Content Strategy Practices Lead

Photo of Amanda Langworthy

Amanda Langworthy

Content Strategist

Photo of Chia Berry

Chia Berry

Full-Stack Developer

Photo of Kelsey Willard

Kelsey Willard

Service Designer

Photo of Garrett Hall

Garrett Hall

Project Coordinator

Photo of Samantha Modabber

Samantha Modabber

Project Coordinator

Photo of Gabriela Perez

Gabriela Perez

Content Strategist

Photo of Inara Fernandez

Inara Fernandez

Content Strategist

Photo of Jair Piñeros

Jair Piñeros

QA Engineering Lead

Press and interviews about our work

A New Office Integrating Design, Technology, and Policy for Local Government

OECD Observatory of Public Sector Innovation

March 15, 2020

Stay Curious, Find Joy

Austin Facilitator Summit

September 11, 2019

5 Minutes to File - APD Complaints Go Digital

KLRU / PBS Science

September 11, 2019

One City’s Journey to Filing Complaints About Police Online

Route Fifty / Atlantic Media

May 16, 2019

A One-Year Model Doesn't Make Sense

New America / The Commons

June 5, 2018

Adapting Federal Innovations for Use in City Government

Route Fifty / Atlantic Media

September 27, 2017