Strategy #3

Reach out to New Yorkers and invite them to use City services.

New Yorkers spend valuable time finding and accessing services. Whenever possible, services should recognize users and not make them start from scratch. The City should reach out to individual residents, tailor information to specific needs, and make it easy to complete an enrollment or process in just a few steps.

Here’s how to Reach Out To Residents

When a resident engages with the City, answer their request or connect them to someone who can.

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Maximize opportunities to connect relevant City services (like free tax preparation, or reduced-cost prescription drugs) to the IDNYC program.

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Allow residents to opt-in to pre-populated forms with basic information, where appropriate and practical.

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Make it easy for residents to discover and register for all City-sponsored public events.

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Work towards a goal of establishing a single user ID system for all government services, giving users the option to enter key information only once.

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Conduct user research with IDNYC cardholders to develop a digital identity roadmap for the IDNYC program.

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Prototype tools that enable residents to view and manage their complete relationship with the City in one place, like a single sign-on portal. Use projects like the Small Business First Portal and NYC311 architecture to test and refine this model for other potential uses.

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Enable New Yorkers to receive timely updates and information tailored to their preferences by training all agencies to use a single, citywide platform to distribute information about key services.

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Tell Us Your Idea

We encourage you to submit feedback and tell us what you think as we continue to refine the playbook and share best practices.

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