Improving services related to life events

We have accepted the challenge to harmonize government services and ensure a smooth end-to-end user experience, Based on real life problems encountered by real people, proposals are made to re-structure chains in both the citizen and the entrepreneurial domain.
In this session the workshopleaders an participants shared and discussed insights and experiences on this matter.

Phases life events: define, discover, design, deliver

The life events approach uses the phases: define, discover, design, deliver

Initially, three questions are helpful in order to choose the life event:

1. Does it happen frequently?
2. Does it involve multiple government bodies?
3. Is there a clear social need?

Customer journey map

Then, the life event is represented in a Customer Journey Map. It is created together with the organisations and enriched with user interviews.

One example of recent work is experience a disease of a relative. People who experiment these diseases /next of kin have to share personal details many times and they don’t have a general overview of the process. So the process and tools helped to design some solutions to provide support. Some are even so simple as directing the government letters to the next of kin.

Bring together board members of the top of the organisation

The participants of the workshop face difficulties on keeping involved the participants (government organisations) to the customer journey and generating commitment. One tip from the presenters is to bring together the board members of the top of the organisation. Moreover, they have the advantage of having funds to finance the development of some of the ideas generated.

Chief Customer Officer

From the experience of a participant it is also suggested to name a Chief Customer Officer within the board who can represent the needs of the users.