Serving citizens.
WHERE IT HELPS
Answering routine questions about services Translating information into local languages Making forms and guidance understandable Routing enquiries Summarising for caseworkers
FOR PLAIN LANGUAGE
Government information is frequently written in language the public cannot use.
Rewriting into plain language is a genuinely valuable application.
Verify that nothing essential was lost.
FOR TRANSLATION
Into languages actually spoken by the population served.
Review by a competent speaker before publication. A mistranslation of official information causes real harm.
FOR ENQUIRY HANDLING
Routine factual questions: opening times, requirements, where to go.
WHAT MUST ALWAYS EXIST
A route to a person.
Citizens who cannot navigate an automated system must not be excluded from the service.
WHO THAT AFFECTS MOST
Older people, people with disabilities, people with limited literacy or connectivity.
Precisely the people most dependent on public services.
WHAT TO TEST
Whether the least confident user can still access the service.
