In the midst of a global pandemic and historic civil reckoning, access to reliable and empathetic government services are more important than ever. And yet, we continue to see technology meant to serve the people instead creating barriers to those most in need. Too often the result of an act-first, ask-later mentality, the people themselves are left out of the conversation. In this session, 18F Director of Product Uchenna Moka-Solana and Lead Product Designer Aviva Oskow will dive into the launch of civilrights.justice.gov — a revolutionary new tool for the public to submit civil rights complaints to the Department of Justice. Sharing their framework for collaborative and empathy-centered service delivery, they will walk through lessons learned, challenges faced, and the impact of bringing federal civil rights into the 21st century.