User Governance: A real seat at the table

User governance refers to the systematic involvement of end-users in the decision-making processes related to the design, implementation, and evaluation of services.

By actively engaging users in governance processes, organisations can gain invaluable insights into obstacles and develop solutions that enhance accessibility and usability.

Moreover, user governance fosters a culture of empathy and understanding within organisations. When decision-makers are regularly exposed to real-world experiences of their customers, they are more likely to prioritise inclusive practices and policies. This cultural shift can lead to more innovative and responsive service delivery, as teams are motivated to continually improve and adapt their offerings to meet the evolving needs of their user base.

Additionally, involving users in governance processes can enhance trust and loyalty, as customers feel valued and heard, knowing that their voices are directly influencing the services they rely on.