Upload
others
View
3
Download
0
Embed Size (px)
Citation preview
Using Design Thinking to Improve Service Delivery in the Government of Canada
Ryan Androsoff & Alanna MacDougall
OECD-ICA Webinar “Delivering an Improved Citizen Experience through
User-Driven Design Approaches”
October 12, 2016
“Fedict Ecosystem”
An approach to user centricity in a
heterogeneous ICT and Business environment
Bald Herreman
Some background
Belgium is a country in continuous reform
Many levels of administration with facetted responsibilities
1 Federal state
3 Regions
3 Communities
10 Provinces
43 Arrondissements
589 Communes
Image by Christophe Dioux, This file is licensed under the Creative
Commons Attribution-Share Alike 3.0 Unported license.
Administrative diversity Technological diversity Low user centricity
Image property of Gear Patrol LLC, used by permission
Synergy: increasing return and targeting investments
synergy
• the interaction or cooperation of two or more
organizations, substances, or other agents to
produce a combined effect greater than the sum of
their separate effects.
• “the synergy between artist and record company”
“Fedict Ecosystem”: an environment aimed at creating synergy
ecosystem
• a biological community of interacting organisms and their
physical environment.
• “the marine ecosystem of the northern Gulf had suffered
irreparable damage”
in general use
• a complex network or interconnected system.
“Silicon Valley's entrepreneurial ecosystem”
An ecosystem consisting of
Architecture
Standards
Solution building blocks
The elements of the “Fedict Ecosystem” should function as
“glueware” between the back-end systems and the internet
Web form solution is evolving from proof of concept to pilot
Authenticate
s and fills in
Pre-fill with known data
(RRN, BCE, data sources
managed by business)
Unique key is logged
Repository of information
(request, complaint, …
stored with unique key
and identification of
submitter)
Signature and unique key
Signed PDF receipt with unique key
Treatment
of
information
Opt-in
authorisationPre-fill
citizen online web form
public service
Pilot contains following re-useable services
Authentication
Connections via service bus
Privacy audit trail
Connectors with various business back-ends and authentic data sources
Authorization as representative of a business based on national company register
Personal information (address, family composition, marital status, etc.) national
register of persons
Forms as content, re-usable sections, standardized look and feel
Accessible HTML, standardized layout, cosmetic design and content
translations are re-used in different forms
Metadata is exposed as linked open data for integration in external portals
Vis hjælpelinjer som er en hjælp
ved placering af billeder
1. Højre klik på den aktuelle side og
vælg ’gitter og hjælpelinjer’
2. Sæt kryds ved ’Vis’
tegnehjælpelinjer på skærmen
3. Vælg “OK”
Indsæt dato
Indsæt f.eks.
Februar 2015
OECD-ICA Webinar, 12 October 2016: Delivering an Improved Citizen
Experience through User-Driven Design Approaches
Are You Satisfied with Our Services? - Case: Payment Denmark Mr. Yih-Jeou Wang, Head of International Co-operation
E-mail: [email protected]
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
PAYMENT DENMARK – A PART OF ATP
2
ATP manages the payment of 2/3 of all Danish
welfare benefits on behalf of a number of
social security schemes and the public sector.
2.3 million citizens
are customers
2.5 million phone
calls every year.
1.3 million letters
every year.
● In 2013, ATP were took over 1,500 employees from 98 municipalities.
● All cost-savings are returned to the municipalities.
Payment Denmark (UDK) is an attempt to ….
EUR 30 billions are paid
every year.
… reduce the cost of public administrations.
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
A FOCUS ON EFFICIENCY DOES NOT LEAD TO DISSATISFIED CUSTOMERS
3
… afterwards 40 pct. improvement of
productivity…
… and at the same time high customer
satisfaction
Processed cases per FTE for housing benefits
Source: Deloitte, ”Boligstøtteadministrationen. Pilotanalyse af stordriftsfordele i
kommunernes objektive sagsbehandling” (2009)
Large differences in productivity by the time
of hand-over…
x 7
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
4
Payment Denmark: Customer Satisfaction
SATISFATION
OVERALL SATISFACTION
83 PCT.
MAIN CAUSE OF
DISSATISFACTION
“PROCESSING TIME TOO LONG”
_______
APPLICATION PROCESS
83 PCT.
INFORMATION GIVEN FOR
APPLICATIONS 69 PCT.
INFORMATION GIVEN AT
APPROVAL 84 PCT.
TIME FOR CASE PROCESSING
80 PCT.
SEARCH FOR INFO
MAIN SEARCH AREA
“BORGER.DK” (50 PCT.)
SATISFACTION WITH BORGER.DK
84 PCT.
ANSWERING TIME
INFORMATION ON ANSWERING
TIME FOR AN APPLICATION
57 PCT.
APPLICATION PROCESS
SIMPLE:
72 PCT.
COMMUNICATION:
74 PCT.
HELP GIVEN IN THE PROCESS:
73 PCT.
PROPER CASE HANDLING:
86 PCT.
TRUST IN PAYMENT DENMARK:
91 PCT.
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
MANDATORY REQUIREMENTS FOR USER-FRIENDLINESS
• Language (11 check-list requirements): write simple, clear,
and understandable.
• Design, flow, and functionality (16 check-list requirements):
design a logical, consistent, and simple user-journey.
• Data, components, and standards (8 check-list
requirements): think about horisontal reuse of data,
components, and standards.
• Accessibility (12 check-list requirements): make your
solution accessible for all.
http://arkitekturguiden.digitaliser.dk/godselvbetjening (Only in Danish)
5
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
6
WELL-FUNCTIONING AND USER-FRIENDLY E-SERVICES
Requirements include:
- Short and precise formulations –
no thanks to ”bureauocrathic
language”.
- Logic and intuitive graphical
design.
- Access to help.
- Summary of all entered data
before submission.
- Functions in major browsers.
- Receipt.
- Reuse of data and components.
- WCAG 2.0 AA.
And what do we do to ensure
compliance?
- Screening of existing eServices.
- Status reporting related to
mandatory eServices.
- Information and advise to
authorities and it-developers.
- Joint communication, ICT skills
development and assistance.
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
7
JOINT CAMPAIGNS
• Multiple channels
e.g. one-stop-shops, libaries, senior
citizen centres, daycare, tv, web.
• Multiple tools
e.g. tv ad, fliers, posters, web-banners marketing pack for reuse.
• Clear corporate identity
e.g. use of logo, common look-and-feel.
• Targeted
e.g. channels, tools and style targeted to specific audiences.
• On message
e.g. what can you do on borger.dk and which services are available.
Examples: • Web - www.borger.dk • Campaign section - http://goo.gl/dcIV3 • TV ad - http://goo.gl/JXDEk
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
DEVELOPMENT APPROACH FOR BETTER CUSTOMER EXPERIENCE
8
Insight into customer needs:
• Landscaping needs of citizens and businesses through qualitative interviews and the collection of quantitative
knowledge (satisfaction measurements, web statistics, etc.) in order to identify obstacle.
• Analysis of the customer journey and idenfication of difficulties; inspiration from best practice examples and tendencies
in commercial solutions which are successful in creating a good customer experience.
Requirements to the providers:
• Using the insights of customers to list non-functional and functional requirements.
• Sketching the ideal picture of how to work with a outside-in and inside-out thinking.
• Development takes it starting point in co-creation with customers, including using conceptual design and prototyping
which are tested with customers.
Common public standards and ongoing tests in the development process:
• Using common public standards (e.g. for user-friendliness and accessibility, including testing) pro-actively in planning
and implementation of a project.
• Conducting larger and smaller user tests of customer experience in order to adjust the development process in order
to maintaining focus on the customer experience and the understanding of the user interface and the linkages
between channels.
… working with the method service design in all phases of a project.
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
KEY PUBLIC DIGITAL INFRASTRUCTURE COMPONENTS
If services or components for sharing exist public sector bodies must use them.
Security:
- civil registration number, national eID, federated user management.
Messaging:
- digital post solution, remote printing, text-message reminder service
Core data:
- authoritative basic data, data distribution solution
Portals:
- citizen portal, business portal, health portal
Payments:
- designated default bank account, payments service, eInvoicing
9
Indsæt tekst i sidefod
1. Vælg Indsæt i top menuen
2. Vælg Sidehoved og Sidefod
3. Skriv titel på præsentation ind i tekstfeltet
4. Tryk Anvend på alle
Tekst starter uden
punktopstilling
For at få punktopstilling på
teksten (flere niveauer findes)
brug forøg listeniveau
For at få venstrestillet tekst
uden punktopstilling, brug
formindsk listeniveau
Skift til blå baggrund
1. Vælg ’Design’ i top menuen
2. Højre klik på
‘Blank blå’
3. Vælg ’Applicér på valgte dias
STAY IN TOUCH
Mr. Yih-Jeou Wang
@yihjeouwang
Website
digst.dk/english
Newsletter in English
digst.dk/Servicemenu/English/News/Newsletter
10