Innovation in Public Service Redesign: new approaches to old problems

Reverse Engineering in Public Sector Innovation Tbilisi, Georgia, Dec. 4, 2015

GOVERNMENT OF REPUBLIC OF MOLDOVA

CORNELIA AMIHALACHIOAE

Social Innovation & Performance Officer

Moldova eGov Center & MiLab

RETHINKING GOVT: SYNERGY & NON-LINEAR SOLUTIONS

TRANSCENDING BOUNDARIES

INTERACTION:

CITIZENS BUSINESSES

GOVT NGOs

MEDIA INTEREST GROUPS

ACADEMIA

INNOVATION:

SOCIAL POLICY

TECHNOLOGICAL BUSINESS CULTURAL

INNOVATION: CREATIVITY & SYNCHRONIZATION

IT REQUIRES BOTH FREEDOM AND ORCHESTRATION OF EFFORTS

CLEAR & AGILE APPROACH ONLY ENHANCES CREATIVITY

SHAKING THE SYSTEM TO IMPROVE IT

E-TRANSFORMATION – SUPERSONIC AGENDA

not an island of efficiency and

innovation, but

an engine to drive, enable, streamline other reform flows

E-GOV INFRASTRUCTURE FOR SERVICE REDESIGN

ELECTRONIC SERVICE

SECURITY AND IDENTITY

ELECTRONIC PAYMENTS

ELECTRONIC MESSAGING

HOSTING

DELIVERY

CLIENT SUPPORT

DIGITAL SIGNATURE

INTEROPERABILITY

Digital by Default

Framework

DIGITAL BY DEFAULT FRAMEWORK

Security by design

Mobile by default

Content Portability

Open Data by default

APIs

Cloud First

Shared by default

REINVENTING THE GOVERNMENT

Use the existing innovative eGov infrastructure

Reengineer. Simplify. Unify.

Interoperability (Data has to run, not people)

!!! Customer-DRIVEN culture !!! C0-CREATION

(eGov Center)

Public authorities

Development partners (UNDP Moldova)

Private sector (Moldcell/Telia Sonera)

Citizens

Initiative Groups

MOLDOVA INNOVATION LAB

Co-creation in Public Service

Re-design

Promoting social & digital

innovation

Applying citizens’

solutions

MOLDOVA INNOVATION LAB IN GOVERNMENT

UNDP Moldova Pilots

YOUTH@WORK (Social gamification)

Alternative TBC treatment (Behavioralism)

MOLDOVA INNOVATION LAB IN GOVERNMENT

Open Challenge “Modern School”

Co-creating updated versions of school books

MOLDOVA INNOVATION LAB IN GOVERNMENT

Career Guidance Platform “My career”

BE RESPONSIBLE app: fighting shadow economy

INNOVATION in PUBLIC SERVICE DELIVERY

PUBLIC SERVICE REDESIGN - POLICE STATION SPACE REDESIGN (UNDP Moldova) – pilot

- MONTHLY CHILDCARE BENEFIT – pilot, MindLab mentoring

- HONEY EXPORT PROCEDURES

- REDESIGN OF MATERNITY BENEFITS

- TEMPORARY INCAPACITY FOR WORK BENEFIT

- MATERIAL AID PROVISION (LOCAL PA) – pilot

- RESIDENCE VISA REGISTRATION

PUBLIC SERVICE:

from burden to being a benefit

from headache to a flawless process

BURDEN BENEFIT

INNOVATION FOCUS - PUBLIC SERVICE REDESIGN

71 000 requests per year

National House for Social Insurance and Territorial Offices opened to social and digital innovation

Substantial burden for Customers & the Provider

Complexity of the Service Journey

Possibility, and capacity to adjust rapidly and effectively the legal and normative framework

Proper background for redesign and ICT use at different stages of the project

Monthly Childcare Benefit

CO-CREATION: FROM AN EXPERIMENT TO A MUST

- Mapping service journey as-is. Framing.

- Empathy exercises for the civil servants/Provider

- Observation on the service provision sites

- Audio interviews with customers on site

- Online survey with customers

- Ideation sessions

- Identification & validation of redesign solutions.

- Design Scoping

- Prototyping

- Testing proto with customers and providers

- Implementing gradually the redesign solutions

RESEARCH, REALIZE, REDESIGN

WORKING WITH PERSONAS

4 users profiles identified, both females and males, ensured and non-ensured, different scenarios, level of revenues, and access to the relevant infrastructure and information

• Background of each user profile

• Challenges faced during service request and provision

• Resources consumed were a key detail

• Emotional and attitudes mapping

WORKING WITH CUSTOMERS’ INSIGHTS

1. Research results examined & mapped

2. Empathizing exercises

3. Re-framing

4. Estimated vs. real areas of Customers’ frustration or satisfaction

SERVICE JOURNEY: BEFORE AND AFTER

ACTUAL AND EXPECTED BENEFITS

• availability of online application for benefit, request status’ tracking options

• elimination of 3 flows for ensured parents & 6 redundant procedures in back-office for the Provider

• customer resources savings: 86-92% in online & 71% in offline scenarios

• Provider’s administrative burden decrease: 69% decrease in front-office; 62% in the back-office

• Scenario-based approach in service fiches and Portal

• Hotline under implementation

Full Study case: http://egov.md/en/resources/guides-and-documents/co-creation-service-redesign-experiment-must

“SEDUCING” PUBLIC AUTHORITIES INTO DESIGN THINKING

1. LEARN & SHOW

2. MENTOR FIRST PROJECTS

3. GENERATE ENTHOUSIASM

4. DELIVER RESULTS

5. SHARE (generate constructive jealousy & competition )

Lessons learnt from first experiences

CHALLENGES FOR PA IN APPLYING INNOVATION

1. LACK OF INNOVATION FRAMEWORK: ORGANIZATIONAL, REGULATORY etc.

2. LACK OF WILLINGNESS / FEAR TO PILOT / GOVT. SEDENTARISM

3. LACK OF RE-FRAMING CULTURE - UNDERSTANDING - PRACTICE

!! PUBLIC SERVICE DELIVERY IS A DYNAMIC SYSTEM !!

CAPACITY TO DRIVE CHANGE

THE BEST FRIEND AND WORST ENEMY OF INNOVATION IN GOVERNMENT IS THE GOVERNMENT ITSELF

GOVERNMENT OF REPUBLIC OF MOLDOVA

Contact information: E-mail: cornelia.amihalachioae@egov.md

THANK YOU!