Innovation Tag: Public Service Delivery

The Client Centric Policy Playbook strengthens the ability to engage clients in the design of program and service policies. Through extensive engagement with policy experts and employees on-the-ground, the Playbook has brought together innovative best practices, tools and resources for engaging clients. This solution enhances client experience by giving clients an opportunity to be part of the policy generation process and by ensuring that programs and services are reflective of their needs.

The Client Experience Measurement Survey Model was developed by Employment and Social Development Canada to gather and analyse client feedback to improve service delivery to its clients. Canadians have been able to express their views on government programs and services, which have informed the way programs and services are designed and delivered.  The survey allows the tracking of service satisfaction, ease of access, effectiveness of service delivery, and the experience of particular programs…

With a citizen-centric approach and a strong focus on co-creation, SIMPLEX is a simplification and modernization program focused on improving public service efficiency and designed to facilitate the citizens and businesses everyday life, and their interaction with the public administration. Launched in 2006, it had several editions since then and resulted in the implementation of hundreds of initiatives that cut red tape, reduced context costs and used ICT to deliver better public services.

The MSIP Observatory is an interactive tool presenting spatial data of the City of Krakow useful for residents, investors, tourists and anyone interested in our city. The map consists of many layers presenting different kinds of information i.e on architecture and urban planning, nature protection and ecology, administration and security, tourism and history of the city. It's interactive and user-friendly and it implements the idea of open government and open data.

Latvia’s E-index is the first national-level initiative helping central government institutions and municipalities to evaluate and recognize their level of digital transformation, foreseen solutions and learn from other institutions. This enables and motivates the development of the e-environment. Within the spirit of positive competition, the common goal is raising awareness of digital transformation, learning about policy and tools, and increasing quality and accessibility of services to…

BPA or technology-enabled automation of rules based business processes was identified as an opportunity to streamline the operational business of the Organisation, to achieve simplicity, improve service delivery and reduce costs. The innovation engages BPA to digitally transform workflows from conventional data manipulation and record-keeping functions, to efficient automated systems. BPA has benefitted front line staff, where the burden of processes has transferred from humans to technology.

For ventures and start-ups to overcome Valley of Death (failure to survive within the first 3-7 years from start) and to explore sales channels in the early stage, the Korean Public Procurement Service designed VENTURE NARA. VENTURE NARA is a "stepping stone" where ventures and start-ups can promote and sell their products in the early stage, and prepare for jumping into the broader markets. As a prior stage to the Online Shopping Mall, VENTURE NARA is put in place where any ventures and…

The United Nations Development Programme Lebanon used WhatsApp to conduct qualitiative surveys to listen to Syrian refugees in Lebanon dealing with conflicts with the local Lebanese community. Using Whatsapp is an effective tool for collecting qualitative data from vulnerable communities at scale. WhatsApp is widely used, with 84% of refugee households in Lebanon on WhatsApp. WhatsApp's voice message function allowed us to send survey questions as voice messages and collect people’s stories…

The Northern Ireland (NI) Public Sector Innovation Lab has organised a hackathon, “Hack the Pain,” to address these needs of an underserved group: people with persistent pain. These individuals need for better information services for self-management, and the projects that emerged from the hackathon include a virtual reality app for mindfulness, a pain tracking app and a website of information on pain management techniques.

The frameworks for creating and managing the rule of government, as reflected in policies, legislation and regulation, are still based on a paper paradigm. In a digital world this creates poor service experiences and often the intent of a policy is not achieved. Instead if we co-design authoritative machine-consumable rules we can provide better services for citizens, better delivery of policy intent, and enable communities, NGOs and private sector to be part of a government service ecosystem.