Case Study Library

Gov.gr has boosted the number of digital systems and services in Greece and dramatically increased the number of their users (>70% of the population). In this direction, HowTo has been designed to deliver simple, online micro-courses, that guide citizens and public servants in the use of the new systems and services. HowTo supports continuous training for new features and capabilities and certification where needed. Its communities foster collaboration and peer-to-peer problem-solving.

13 Fellows from 10 different African countries in 8 institutions of the African Union to build a culture of digital innovation: the AU Digital and Innovation Fellowship is the first supranational initiative to make administrative processes in the African Union more user-centred and effective. The challenge: 12 months to integrate innovation into the African Unions processes and products. The results: 11 products in diverse AU institutions and units. And that is just the start!

Thematic Innovation Clinic was implemented to encourage and increase number and quality of innovations in Pontianak City. This program succeeded in increasing the number of innovations within the Pontianak City Government to 165 innovations in 2022, and to 196 innovations in 2023. With a design thinking approach, the innovation clinic increases the number of innovations, fosters the spirit and culture of innovation, and cross-party collaboration to deliver optimal public services to community.

The Government of Canada is experimenting writing existing laws and proposed regulations into code. Encoding rules allows us to run legal simulations in the regulatory drafting room, which helps us detect ambiguities, loopholes, and gaps in the rules that often go unnoticed. However, existing tools designed by and for programmers are not intuitive for rule-makers. In response, we set out to develop one – an open-source Rules as Code tool called Blawx.

India has several small cities lacking resources which has prevented them from offering digital services. To reduce the digital divide amongst the towns and cities and to ensure availability of digital services across the urban landscape of the country, NUDM attempts to offer a free, ready-made, and open-source software platform to cities and/or collectives (states). This platform is a choice-based model that benefits cities of varied maturity levels and preserves their existing investments.

Monetary damage from voice phishing crime in Korea stands at 3 trillion won(US$2.24 billion) over the last five years, causing massive pain to citizens. The Ministry of the Interior and Safety (MOIS) developed the first ever voice analysis model that could precisely filter out criminal voices, track down individuals involved in voice phishing crime, and form criminal clusters. This technology sped up voice phishing crime investigations and is in turn leading to reduced damage for citizens.

Launched in May 2022, Sehat IndonesiaKu (ASIK) is the first app for healthcare workers to record outdoor service at Public Health Centers (Puskesmas). It was initially developed to support National Child Immunisation Month (BIAN) and has expanded to record routine immunization, early detection of non-communicable diseases (NCDs) and Posyandu data. In 2023, over 10,000 Puskesmas (98.5%) used the app, successfully integrating the recording system from regional to national levels.

In the U.S. government, community members have experimented with designing the government services they will use. Their lived experience improves service outcomes, builds better relations with the government, and creates greater ownership over the service. This is new; normal participatory design of government services just includes community members for certain activities at certain points, never throughout, and never allowing the community to lead and frame the project or choose methodologies.

Zaragoza City Council has launched a new electronic citizen participation platform with the aim of involving its citizens in public policy decisions and in the design of its services. It provides an interactive space for residents to actively contribute, strengthening the collaboration between the administration and the community, thus fostering a more inclusive and transparent management.

The Network of Public Services (NPD) was established to collectively support and inspire public services, share knowledge and expertise and to lobby policy and politics. The NPD is an informal network of over 80 public services. Together, we present a strong voice towards politics and policy to make our wishes feasible, aiming for improving public services for citizens and entrepreneurs.