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Bruno Monteiro, technology and experimentation, public service delivery, SIGMA, 1 April 2021

Presentation by Bruno Monteiro, Director, LabX innovation office, Portugal, at the 3rd and last seminar in the series, held on 1 April 2021, which puts the focus on moving towards seamless public service delivery. This 3rd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

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Bruno Monteiro, technology and experimentation, public service delivery, SIGMA, 1 April 2021

  1. 1. Life events Technology and experimentation in the creation of life events 1st April, 2021
  2. 2. WHAT IS LABX A safe space to research, co-create and experiment innovative solutions in order to improve the public services, centering them around the real needs and expectations of citizens and businesses. https://labx.gov.pt/?lang=en
  3. 3. • Mentoring • Dissemination of skills • Innovative in Residence • Innovators Network • Experimentation Labs Network • Activator of the innovation ecosystem • Open Government Portugal • Public Sector Innovation Panel • Gamification • Exploratory sessions for emerging and complex challenges • Behavioral sciences • Anticipatory innovation • Simplification Workshops • Emerging technologies and the use of digital • Experimentation projects Participation & Collaboration Exploration Experimentation
  4. 4. LIFE EVENTS Structuring online public services, organized throughout the various stages of the lives of citizens and economic agents (for example, birth, job search, marriage, starting a business, death, etc.), in which all relevant information and services of the Public Administration are virtually integrated and articulated in each circumstance of life in a single access point.
  5. 5. Roadmap for implementation BEFORE WE START... INVESTIGATION COCREATION EXPERIMENTATION PROTOTYPE NEW SERVICE! PILOT Other frameworks for digital service design are used by OECD, UK and Australia among others...
  6. 6. BEFORE WE START… Identify the requirements for the implementation of the integrated service BUDGET & GOVERNANCE VALUE KNOWLEDGE & ABILITY STAKEHOLDERS COMMITMENT ● High level alignment ● Definition of roles and responsibilities ● Budget, scope and deadlines ● ... ● Clarify the value of delivering an integrated and transversal service, both for services and for citizens. ● Ensure the existence of installed capacity and technical knowledge for the implementation of the project ● Identify all the relevant stakeholders. ● Commit the stakeholders that are service providers
  7. 7. BEFORE WE START… Identify the requirements for the implementation of the integrated service BUDGET & GOVERNANCE VALUE KNOWLEDGE & ABILITY STAKEHOLDERS COMMITMENT ● High level alignment ● Definition of roles and responsibilities ● Budget, scope and deadlines ● ... ● Clarify the value of delivering an integrated and transversal service, both for services and for citizens. ● Ensure the existence of installed capacity and technical knowledge for the implementation of the project MAJOR THREATS: ● Not defining a clear governance of the project and not obtaining the commitment of all stakeholders: Difficulties in the operationalization of project activities (research, co-creation and experimentation) ● Not foreseeing the necessary legislative changes or failure to ensure technological alignment for the integration of solutions (interoperability) Risk of not being able to implement ! BEFORE WE START…
  8. 8. BACKSTAGE PROCESS POOL OF SERVICES FRONTSTAGE UX INVESTIGATION In this phase, we intend to identify the characteristics and needs of citizens and users, map the paths and processes of the services and identify the technical, procedural, organizational and legislative constraints ● Identify relevant services for the life event. ● Define the new service catalog. ● Identify eventual constraints to the service ● Design service flows, ● Analyze forms ● Understand associated legislation. ● investigate the citizens experience in using the services in order to find their needs, obstacles and opportunities ● Investigate the experience of front line workers
  9. 9. BACKSTAGE PROCESS POOL OF SERVICES FRONTSTAGE UX INVESTIGATION ● Identify relevant services for the life event. ● Define the new service catalog. ● Design service flows, ● Analyze forms ● Understand associated legislation. ● investigate the citizens experience in using the services in order to find their needs, obstacles and opportunities ● Investigate the experience of front line workers ! MAJOR THREATS: ● Not understanding how citizens use the service and what are the problems for frontline service. Find solutions that do not resolve significant problems ● Not analysing the backoffice process for each one of the life event services. Digitize bureaucracy without eliminate redundancies and fail to identify integration points
  10. 10. CO-CREATION Through co-creation sessions it is intended to collaboratively create possible solutions to the identified problems CO-CREATION WORKSHOPS Backoffice CO-CREATION WORKSHOPS FrontOffice ● Following the frontstage UX research, involve citizens and employees to validate the findings and to devise solutions that can solve the identified problems. ● Following the backstage process research, involve employees and managers to validate the findings and to devise solutions that can solve the identified problems.
  11. 11. COCREATION WORKSHOPS Backoffice COCREATION WORKSHOPS FrontOffice COCREATION ● Following the frontstage UX research, involve citizens and employees to validate the finidings and to devise solutions that can solve the identified problems. ● Following the backstage process research, involve employees and managers to validate the finidings and to devise solutions that can solve the identified problems. ! MAJOR THREATS: ● Not involving critical stakeholders in the co-creation process. ● Not validating the findings of the investigation Fail to address important problems of the service system
  12. 12. EXPERIMENTATION Use prototypes to find out if the solutions are suitable. Use pilots in controlled environments to fine- tune solutions and prepare for implementation PILOT PROTOTYPE ● Materialize the possible solutions in prototypes ● Test prototypes with potential users and service providers to validate and identify points for improvement ● Test interoperability between service platforms ● Ensure technological deveolpment for pilot testing. ● Train front line workers ● Evaluate both frontoffice and backoffice performence ● Evaluate citizens experience in using the service(s)
  13. 13. EXPERIMENTATION PILOT PROTOTYPE ● Materialize the possible solutions in prototypes ● Test prototypes with potential users and service providers to validate and identify points for improvement ● Test interoperability between service platforms ● Ensure technological deveolpment for pilot testing. ● Train front line workers ● Evaluate both frontoffice and backoffice performence ● Evaluate citizens experience in using the service(s) ! MAJOR THREATS: ● Not testing the solutions with real users Find solutions that do not resolve significant problems ● Neither validating nor testing the necessary technological developments Define a solution that is not technologically possible
  14. 14. QUESTIONS?
  15. 15. www.labx.gov.pt labx@labx.gov.pt linkedin.com/company/labx-govpt/ facebook.com/LabX @labx_govpt Thank you!

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