D.C. Office of the Attorney General

The Washington, D.C. Office of the Attorney General handles a wide range of legal issues in the District with immediate community impacts. From prosecuting crimes to protecting residents from scams and fraud, the success of the office’s initiatives often relies on having a clear, accessible platform to communicate openly with the community they serve. But our Voice of Citizen® data suggested that visitors to the Attorney General’s website were struggling to find the information they needed, starting right at the homepage. We began an ongoing partnership to address these issues and elevate the ability of the Attorney General’s office to community clearly and effectively with the people they serve.

A new Newsroom for a plugged-in A.G. 

One of the key issues that surfaced in our analysis of the Voice of Citizen® data was users’ struggle to find and use the wealth of information in the site’s “Media Center.” By rebranding this section as the Attorney General’s Newsroom and revamping the functionality, we were able to dramatically increase user success and satisfaction and provide the office with a sleek platform to showcase all they are doing in the community. Built-in enhanced search and filtering allow users to hone in on exactly what they’re looking for quickly and easily.

The COVID-19 pandemic brought new communication challenges as the office sought to keep the public informed about new legal restrictions and requirements. Their pandemic information page quickly grew cluttered and overwhelming. We created a new template that allows them to organize all of this information in clear, graphic cards that are easy to skim and browse. This template has proved so effective that the office is now also employing it to improve other areas of the site, giving users easy access to high-priority information. We also embedded the Attorney General’s active Twitter feed using an attractive tool that keeps the format and content of the individual tweets accessible even to those who are not on Twitter. 

Success factors 

• Advanced search and filtering 
• Sleek social media embed
• Enhanced landing page design for easy navigation 
• A.I.-powered chatbot to streamline consumer complaint system 

Innovation in action: Empowering consumers with CAM™ 

One of the D.C. Attorney General’s priorities is to fight fraud and discrimination by acting as an advocate for residents who have negative interactions with District-based businesses. But the existing form for filing a consumer complaint was complex—most users found it so complex that they gave up on the form before completing it.  

To help the office achieve their goal easily and effectively, we installed our digital assistant, CAM™. This enabled individuals to lodge their complaint through a simple, conversational exchange that’s easy to access from any mobile phone. Tools like this are not only technically cool but also greatly increase accessibility to individuals who may have limited Internet access, rely on a small handheld device, or use a screenless device like Amazon Alexa.