service orientated development in public sector
TRANSCRIPT
Service orientated development in public sector
Risto HinnoInformation Society Service Development
DepartmentMinistry of Economic Affairs and Communications
Vision• Public services must:– support clients as much as possible when they are
using their rights– bother them as little as possible when meeting
their obligations
• Institution
Customer Institution
Problems*
Customer:Awareness (30%)
Availability (channels?)
Usability (30%?)
Authority:Management (owners?)
Requirements (?)
Channel strategy (?)
*Green Paper on Organisation of Public Services: http://www.mkm.ee/public/ATKRR_2013.pdf
Solution (1)
1. Find the service owner
Solution (2)
2. Understand what are you doing (as-is):– Goal (link to authority’s vision/strategy)– Resources– Administrative burden– Process map– Documents– Problems– etc.
Solution (3)
3. Create future (to-be)version of your service
4. Design it
5. Get feedback and repeat
What is service design?
Business (service)
technology
ICT
Does service design pay off? (1)• Estonian Road Administration self-service
portal
Does service design pay off? (2)
2013 2014 2015 2016 2017 2018
-33,832 € -33,726 €
148,751 €
82,385 €
282,456 €
463,286 €
Disc
ount
ed c
ash
flow
Investment
Does usability matter?
Pictures form Richard Eisermann presentation
Yes, and it is going to save/cost you some money
Tim
e fo
r adv
isin
g cl
ient
Jour
eny
to B
urea
u
Cons
umpti
on o
f ser
vice
Bureau
Tim
e fo
r adv
isin
g cl
ient
Cons
umpti
on o
f ser
vice
E-serviceCo
nsum
ption
of s
ervi
ceE-
selfservice
Cost
/tim
e
Service maturity level
Backgound service
Developing better public services[Information society strategy 2020]
1) The proportion of services, which correspond to unified quality standards • (2020): 100%
2) Awareness about public e-services:• 16-74.a. Citizens• (2012): 29% → (2020): 90% • Entrepreneurs• (2012): 34% → (2020): 90%
3) Satisfaction with public e-services :• 16.-74.a. Citizens• (2012) 67% → (2020) 85% • Entrepreneurs • (2012) 76% → (2020) 90%
2014 20
20
Institution• Management• Requirements• Channel
strategy
Customer• Awareness• Availability• User-
friendliness
Institution• Management• Requirements• Channel
strategy
Customer• Awareness• Availability• User-
friendliness
4) Proportion of official paperless communication • (2020): 95%
5) Proportion of machine readable e-invoices sent between private and public sector• (2020): 100%
6) Lifecycle cost index of public service • Lifecycle (Development, Management, Rebuilding, Retirement)
2014 20
20
Developing better public services[Information society strategy 2020]
