SERVICE DESIGN, CHANNELS AND USE:

KCC CONGRES

Morten Meyerhoff Nielsen

UNU-EGOV / TUT-RNS

KCC Congres, Bussum (NL), 13 October 2016

DANISH ONLINE SERVICE DELIVERY

THE GORDIAN KNOT –OUTLINING THE eSERVICE CONUNDRUM

ICT investments to date has not:

• Achieve the efficiency and effectiveness envisaged

• Public-sector governance model and multi-stakeholder cooperation lacking

CONUNDRUM

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Relationship between use of, home access, use of online banking and the propensity to use online public sector transactional services, download forms and obtaining information in EU28 and 12 selected countries (2008)

SOME STATISTICS

Relationship between use of, home access, use of online banking and the propensity to use online public sector transactional services, download forms and obtaining information in EU28 and 12 selected countries (2013)

SOME STATISTICS

THE STATETHE DANISH STRATEGY

• 85% of Danes want to serve themselves online, as long as the solutions are user-friendly

• 10-15% of the citizen service takes place digitally

• Studies also show that average € cost of service provision is:

DANISH STUDIES SHOW

Source: KL, 2011.

€ 1 equal to DKK 7.44, on

30/11/2011

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Legislation, channel-strategy, communication ensure volume

User-friendliness underpins choiceand volume

incentive

to invest in

eServices

eServices

volume

of information

request

ROI

volume

GOVERNANCE, COOPERATION, COORDINATION

MANDATORY ONLINE SELF-SERVICE:• Close the paper channel!• 80% of population use eService• 80% of service volumes (selected services)

online• 80% of letters digitised• Save € 300 million annually

USER-FRIENDLINESS:• Useability guide• Wholistic approach to language, design

and functionality, platforms• Minimise the risk of the mandatory online

self-service strategy

USEABILITY GUIDE

Objective:

• To raise the minimum standard of user-friendliness in public sector eServices

• To consolidate existing and identify missing useability principles

• To faciliate and support the user-friendly service design

• To inspire

• To minimise business case risk for the ”mandatory use of eServices” and the ”80% target”

Elements

• One guide, strong versioning

• Measurable accept criteria

• Tool kit

• Joint public sector ownership and support from the vendor and expert community

LANGUAGE USE

Objective: Simple, clear and understandable language use

Criteria:

• 1.1 Follow language guidelines

• 1.2 Use simple are clear language

• 1.3 Guide the user

• 1.4 Give meaningfull feedback on errors

• 1.5 Error messages must be in Danish

DESIGN, FLOW AND FUNCTIONALITY

Objective: A logic, consistent and simple user-experience

Criteria:

• 2.1 Comply with design manuals

• 2.2 Prepare and manage user expectations

• 2.3 Create a logical and consistent flow

• 2.4 Summarise entered data

• 2.5 Check and validate data prior to submission

• 2.6 Provide receipt

• 2.7 Responsible authority must be visible

• 2.8 Optimise to relevant platforms and devices

• 2.9 Optimise to browsers

• 2.10 Pre-launch user-tests

DATA, COMPONENTS AND STANDARDS

Objective: Reuse data, components and standards.

Criteria:

• 3.1 Use secure login and single sign-on (NemLog-in)

• 3.2 Reuse existing data

• 3.3 Reuse components

• 3.4 Use joint public, international and open standards

• 3.5 Adapt flow and data requests based on entered information

• 3.6 Store data securely

• 3.7 User teller-script

WEB-ACCESSIBILITY

Objective: Access for all

Criteria:

• 4.1 – 4.4 WCAG 2.0 AA – THE WHOLE SPECTRUM

EXAMPLES AND TOOLS

Examples and tools are structured as:• How to use the exampel or tool• Advantages• Disadvantages and limitations• Relevant links• Any relevant link requirements (e.g. login)• Responsibility for example or tool (usually an authority)• Date stamp of example or tool

Key tools: • Useability guide http://arkitekturguiden.digitaliser.dk/godselvbetjening

• For citizen eServices http://htmlguide.borger.dk/ • For business eServices http://designmanual.virk.dk/

eSERVICE TODAY AND IN THE FUTURE

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TODAY: FRAGMENTED THE FUTURE: PERSONALTOMORROW: WHOLE-OF-GOVERNMENT

eSERVICE

PHYSICAL SERVICE CENTER

CALL CENTER

FEEDBACK LOOPS FOR SERVICE IMPROVEMENTS

ACHIEVEMENTSAND BENEFIT REALISATION

Benefit realisation and progress• Automate data collection of eService use• Monitor progress• Focus on ”degree self-service” over time• Facilitate intelligent decision making• Underpin benefit realisation

www.scorecard.digst.dkBU

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www.statistik.borger.dk

Filtered on “report rodents” and “municipalities in the capital region” for the last month

Early BI tool• Automate data collection• Monitor eSerivce and portfolio:

- Use- Completion rates- Completion times

• Compare: - Services- Service areas- With other authorities- With other vendors

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Source: www.scorecard.digst.dk 24/03/2015 RES

ULT

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The digital ID and signature NemID• 93+% (4.4 million) of eligible citizens have NemID• 120+ million public sector NemID transactions the last 12 months

The Digital Postbox and secure storage:• Two-way encrypted communication• 89+% (4.18 million) of Danes over 15 have a Digital Postbox• 10.8% (508,779) has been exempted (target was max 20%)• 43+ million digital letters to and 0.56 million from Digital Postbox, • 1.07 million SMS reminders from 1 Dec’13 to 30 Nov’14

Source: www.scorecard.digst.dk 24/03/2015 RES

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CONTACT

MORTEN MEYERHOFF NIELSEN

United Nations University, Operating Unit for Policy-Driven Electronic Governance

Tallinn University of Technology, Ragnar Nurkse School of Innovation and Governance

Tel (PT): +351 93 05 97 009

Tel (EE): +372 59 06 07 09

Tel (DK): +45 23 92 22 91

Web: egov.unu.edu / ttu.ee/nurkse

Mail: meyerhoff@unu.edu / morten.nielsen@ttu.ee / mortenmeyerhoff@gmail.com

Twitter: @mortenmeyerhoff

LinkedIN: mortenmeyerhoff