The Heating Assistance Rebate Program (HARP) helps over 42,000 low income Nova Scotians with the high cost of heating their homes in the winter. In 2016 Service Nova Scotia used an innovative approach to modernize HARP from a paper-based application to an online system to improve user experience and government processes. The modernization of this program was uniquely user-driven with significant user-testing leading the transition process and continuous user-testing for ongoing improvement.
In 2016 the NEB launched the Data Visualization Initiative to face the challenge of producing usable and useful data to go beyond using new technologies to deliver better service to citizens. It created multiple products from the same information to expand public participation in the energy dialogue and enable evidence-based decision-making. These products include interactive data visualizations and other materials, such as high school lesson plans, as a new way to engage experts and nonexperts.
The Australian government is transforming employment services to improve how the system works for job seekers, employers and the community.
Transformational change requires genuine consultation to capture the diversity of views of stakeholders affected by changes, identifying pain points, testing ideas and laying the groundwork for sustainable policy reform.
A citizen centric approach helps to understand the real-world impact, leading to better outcomes and greater acceptance in the community.
Community Connects is a pilot project that came out of the Transportation Innovation Lab. Problem/Opportunity: Cape Breton Regional Municipality (CBRM) is a region with high levels of poverty and unemployment. Innovation: Taxi service, doorstep pick-up, defined drop-off points, flat rate: $7 seat. Why innovative? In short, the approach (social innovation lab) and those that were engaged (first-voice participants).
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 and client groups in depth. It provides accurate and reliable data on satisfaction drivers, service improvements, and client groups facing barriers.
In the past, many Canadians with disabilities could not participate in consultations due to their inaccessible design. In 2016-2017, the Government of Canada held the most accessible consultation ever done in Canada, with engagement of over 6,000 Canadians both in-person and online. Canadians had access to sign language interpretation, accessible facilities, and a host of other accommodations. Canadians with disabilities were able to communicate in the way that worked best for them.
Adur and Worthing Councils implemented a low code development platform to help them take control of their digital transformation. A small digital team is building end-to-end user-centred digital services that are replacing expensive and inflexible legacy systems. Low cost, fast and flexible, this pioneering digital strategy has delivered multiple customer and efficiency benefits, won national awards and central government recognition.
The integration of health and social care was seen by the Scottish government to require support to ensure that benefits of both national and local data and knowledge were able to be shared across two very different cultures and service providers to jointly develop more appropriate services for local populations.
LIST using their expertise in analytical work was seen as a way to develop a sound evidence base to allow decision makers to develop effective services.
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 directly including from people who are illiterate. 1036 people participated in our survey showing its success as a bottom-up, people-driven method.