SDNC13 -Day2- Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld

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Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld – Province of British Columbia Government provides many ‘services’ folks prefer to avoid: when you pay your taxes, go to court, apply for social assistance or get sick, you are compelled to interact with government. Yet government services rarely meet citizen expectations, and staff struggle with reduced budgets, obsolete legislation and antiquated practices. This presentation describes how The British Columbia government is adopting a service design approach to meet these challenges. An exemplar project addressed the need to improve landlord / tenant dispute resolution, a high volume, high touch process that was overburdened despite several traditional quality improvement initiatives. See how prototyping service avoidance, smarter intake and status updates yield measurable service improvements for reluctant customers.

Transcript of SDNC13 -Day2- Designing Services Nobody Wants by Dominique Bohn & Blair Neufeld

  • 1. Digital Service Strategy

2. Designing Service Nobody WantsDominique + Blair | The Province of British Columbia SDN 2013 Photo by czelticgirl on flickr 3. BLAIR NEUFELD Director, Service Design Government Communications + Public Engagement 4. DOMINIQUE BOHN Executive Director, Service Reform Ministry of Justice | Court Services jsskaare on flickr 5. WE ARE IN THE BUSINESS OF DESIGNING SERVICES AND POLICY THAT PEOPLE WOULD PREFER TO AVOID. 6. PEOPLE LOOK TO GOVERNMENT SERVICE WHEN THEY ARE SICK, POOR, ANGRY, IN CRISIS.Canonac on flickr 7. Or government service comes after you!Joe Rayment on flickr 8. AND COURT, ESPECIALLY, IS NOT A PLACE MOST PEOPLE WOULD CHOOSE TO BE.Photo by Hazeldon73 on flickr 9. Court is a place, an idea, a byzantine process, a social performance, and a whack of paperwork.Photo by jpheff3 on flickr 10. Including registries and other back stage and near stage touchpoints.Photo by kriegsman on flickr 11. ADDITIONAL TO ITS HISTORY AND DEEP SOCIAL MEANING, JUSTICE, AND COURTS ESPECIALLY, IS A SERVICE TO CITIZENS. Photo by mad-eye-ii on flickr 12. BUT THOSE OF US WORKING IN COURTS SHOULD TAKE RESPONSIBILITY TO MAKE THE EXPERIENCE THE BEST POSSIBLE, FOR CITIZENS, STAFF, JUDGES, LAWYERS 13. MUDDLES AND SERVICE FAILURES AMOUNT TO A MISCARRIAGE OF JUSTICE. (We cant F it up.)HBO on flickr 14. ...focus on timely, balanced justice and public safety operations, on better service to the public in civil, family, administrative and criminal law settings, and on innovation in citizen-focusedjustice processes. 15. 1. Put the Public First Too often, we focus inward on how the system operates from the point of view of those who work in it. Until weinvolve those who use the system in the reform process, the system will not really work for those who use it. - Action Committee on Access to Justice in Civil and Family Matters 16. Good directions, but need some navigational tools to get us there. And we have challenges seeing themiddle distance.Photo by dirkseca on flickr 17. The BC Service Design PlaybookFirst Release (October 2013)Good service design is hard work, especially in government. Heres help. Most of the time, wed prefer to go about our lives and not have to deal with government. But when we do need something from government a permit, a tax break, or care for an ageing parent we want the service to be simple and supportive. This playbook describes the BC governments approach to make peoples experience of government better. Its about building services with people and not for them. The design method brings together citizens and government staff to understand where the challenges are now and make sure we are solving real problems. These are practical tools to help us imagine, make and measure improved services. moreWhy?How is it done?We can do even better. This is a new yet proven way to improve service holistically so that its better for citizens and for staff. It builds on our success with User Experience Design, Lean and Transformation Planning.Four phases, four months. An intensive research, prototyping, testing and planning project.Who is this for? This approach is aligned with the IM/IT process, and is a required step if you are beginning an approved capital project or considering developing a business case.And when? Before embarking on a capital project, work with the Digital Services Office to initiate a service design project following the methods in this playbook. 18. 4 Phases Discovery Opportunity Prototype Roadmap in 4 months, in line with 4 Principles Service is our business Design with citizens, not for them Try before you buy Start with simple 19. THE GOAL IS TO MAKE SERVICE BETTER FOR BOTH THOSE PROVIDING THE SERVICE AND THOSE USING IT. 20. THE WORK IS BASED ON RESEARCH WITH REAL PEOPLE IN REAL SERVICE ENVIRONMENTS. 21. IT IS BOTH POSSIBLE AND NECESSARY TO TEST AND MEASURE SERVICE. Photo by Vicki / Knitorious on flickr 22. PAIN POINTS, EMOTIONAL RESPONSES, CONTEXTS OF SERVICE, AND MORE.Photo by Dylan Passmore on flickr 23. FUEL TAX CREDIT FORM 50% failure rate with current form. In-context usability testing uncovered obvious design problems.Photo by Leo Reynolds on flickr 24. Maybe there is a smarter default? Why not a point of sale discount rather than a rebate?Photo by Leo Reynolds on flickr 25. LANDLORD TENANT DISPUTE RESOLUTION: On the Government Services Top Ten List! Photo by kinzco on flicker 26. Online form use is down; up to 75% of counter service walk-in form submissions have errors. 27. Staff estimate that 25-30% of forms accepted into the system still have errors. We measured 5 applications with errors over a 3 hour period with an average of 10 minutes per application. (~27%) 28. Plenty of thoughtfully written supporting information in offices and online. 29. Photo by girl_named_fred on flickr 30. Telephone tribunals work well, but not without complications: missed hearings, incomplete files, etc. Photo by leonardo castana martinez on flickr 31. CREDIT CARD ONLY PARKING PRESENTS MORE DELAYS AND MISSES. 32. And wayfinding in the building is difficult. The office doesnt have an obvious government presence. 33. Actually Id prefer to do [telephone arbitration] 'cause I would be really uncomfortable sitting in a room with these people that yell and scream, you know? I wouldn't want to have to be in a hostile environment. This way I'm in my own home where so I'll be able to talk. Tenant 34. I'm not paying tax. I'm losing income. And that's loss for the government, too. Like just going through this process which takes a long time, it's like very frustrating all this process, it's a disaster. Even phone calls here. You have to wait one hour to get a call back. 35. EXPERIENCE MAP revealed more of the process, narrowed and sharpened priorities, and identified opportunities. 36. PROTOTYPING WITH REAL USERS: New intake forms Status awareness for cases Peer to peer online dispute resolution 37. FORMS ARE HOW CITIZENS INTERACT WITH GOVERNMENT 38. Ease the volume and bottlenecks by helping people keeping on track with their hearing dates, paperwork, evidence. 39. Will online dispute resolution work in this context? Peer to peer? 40. NEW SERVICE MAPPING Address service expectation gap Provide resources in lieu of legal advice to improve applications Direct some cases to alternate dispute resolution 41. 1. ADDRESS THE EXPECTATION GAP The core service is to issue a DECISION or ARBITRATION based on evidence from applicants. But applicants expect us to record complaints, provide compensation, enforce decisions and offer social services. 42. 2. PROVIDE RESOURCES IN LIEU OF LEGAL ADVICE TO IMPROVE APPLICATIONS Applicants have no legal representation, but staff (except arbitrators) cannot give legal advice. Improve dispute clarification materials online to support front line staff and applicants. 43. 3. DIRECT SOME CASES TO ALTERNATE DISPUTE RESOLUTION Instead of directing most clients to a FORMAL HEARING with arbitrator, offer- better dispute avoidance resources - party to party dispute resolution - intervention from arbitrator 44. WHAT DOES THIS MEAN FOR THE TRANSFORMATION OF JUSTICE?Photo by Law Society of Upper Canada on flickr 45. Photo by Kit Johnson on flickr 46. BLAIR NEUFELD + DOMINIQUE BOHN Province of British Columbia, Canada Photo by KimberlyFaye on flickr