Mission Economic Development Agency

Methods used: service design, focus groups, survey design, user interviews
Outcomes: Technology integration resulted in decreased staff data entry burden and increased learning opportunities for clients. Continuous evaluation via surveys & interviews led to increased satisfaction among adult learner population.
How might we improve service delivery for low-income immigrants?
As Technology Manager at the Mission Economic Development Agency (MEDA), my role was to launch the organization’s technology services. My accomplishments include:
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designing, managing, and evaluating basic and intermediate digital literacy courses for our adult clients.
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conceptualizing and designing “Universal Technology Access” strategy, which sought to ensure that every student and family in the Mission District of San Francisco had broadband Internet and a computer in their home.
I also led the integration of technology into service delivery across the organization. Through interviewing our staff of financial capability and home ownership coaches, as well as clients, I devised a strategy that resulted in coaches bringing laptops into every coaching session. The goals were twofold:
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Decrease data entry burden by giving all coaches laptops, and encouraging them to record coaching notes directly into Salesforce. This saved a significant amount of time and resulting in more accurate notes.
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Increase training and learning opportunities for clients by training coaches to engage clients with online tools during their sessions.
I employed various methods to ensure that our courses were meeting the needs of our target audience, including:
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service design
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survey design
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focus groups
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user interviews