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The #NoFlyListKids issue is approaching resolution, a story that absolutely everyone in #GCdigital should drill into their minds. It's a service failure we can never allow to happen again. 
https://twitter.com/sulemaan/status/1329785336109686786
https://twitter.com/sulemaan/status/1329785336109686786
Governments get admin decisions wrong all the time. Recourse deserves the same design attention than every other part of the service. Whether it's a top task accessed by people in Canada millions of time or a niche service targeting a few, everyone deserves that respect.
Recourse is a service. Access to complaint mechanisms should be clear. Complainants need convenient ways to check statuses of complaints. Multidisciplinary teams, user testing, and continuous improvement. At the very least service designers need training in procedural fairness.
Could recourse be a platform, given that different services may have to meet different tests? Is there a way to create some tested service component like a form builder or payments that can then be customized? Smarter people than me can figure this out.
We may not be able to completely prevent the next No Fly List Kids, but it took them almost five years to get satisfaction. Hopefully contemporary service design methods could cut that time lag down in the future. (fin)
