Moldova_Innovation in Public Service Redesign_2015
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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
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RETHINKING GOVT: SYNERGY & NON-LINEAR SOLUTIONS
TRANSCENDING BOUNDARIES
INTERACTION:
CITIZENS BUSINESSES
GOVT NGOs
MEDIA INTEREST GROUPS
ACADEMIA
INNOVATION:
SOCIAL POLICY
TECHNOLOGICAL BUSINESS CULTURAL
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INNOVATION: CREATIVITY & SYNCHRONIZATION
IT REQUIRES BOTH FREEDOM AND ORCHESTRATION OF EFFORTS
CLEAR & AGILE APPROACH ONLY ENHANCES CREATIVITY
SHAKING THE SYSTEM TO IMPROVE IT
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E-TRANSFORMATION – SUPERSONIC AGENDA
not an island of efficiency and
innovation, but
an engine to drive, enable, streamline other reform flows
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E-GOV INFRASTRUCTURE FOR SERVICE REDESIGN
ELECTRONIC SERVICE
SECURITY AND IDENTITY
ELECTRONIC PAYMENTS
ELECTRONIC MESSAGING
HOSTING
DELIVERY
CLIENT SUPPORT
DIGITAL SIGNATURE
INTEROPERABILITY
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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
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REINVENTING THE GOVERNMENT
Use the existing innovative eGov infrastructure
Reengineer. Simplify. Unify.
Interoperability (Data has to run, not people)
!!! Customer-DRIVEN culture !!! C0-CREATION
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(eGov Center)
Public authorities
Development partners (UNDP Moldova)
Private sector (Moldcell/Telia Sonera)
Citizens
Initiative Groups
MOLDOVA INNOVATION LAB
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Co-creation in Public Service
Re-design
Promoting social & digital
innovation
Applying citizens’
solutions
MOLDOVA INNOVATION LAB IN GOVERNMENT
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UNDP Moldova Pilots
YOUTH@WORK (Social gamification)
Alternative TBC treatment (Behavioralism)
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MOLDOVA INNOVATION LAB IN GOVERNMENT
Open Challenge “Modern School”
Co-creating updated versions of school books
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MOLDOVA INNOVATION LAB IN GOVERNMENT
Career Guidance Platform “My career”
BE RESPONSIBLE app: fighting shadow economy
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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
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PUBLIC SERVICE:
from burden to being a benefit
from headache to a flawless process
BURDEN BENEFIT
INNOVATION FOCUS - PUBLIC SERVICE REDESIGN
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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
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- 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
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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
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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
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SERVICE JOURNEY: BEFORE AND AFTER
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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
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“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
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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 !!
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CAPACITY TO DRIVE CHANGE
THE BEST FRIEND AND WORST ENEMY OF INNOVATION IN GOVERNMENT IS THE GOVERNMENT ITSELF