Innovation Tag: Service Design

With the Quality Tools an organisation can evaluate, monitor and compare the quality and use of its services within and between organisations. The tools include a Self-assessment, Customer Feedback and Utilisation Rate Measurement tool and are free of charge. The tools were developed primarily for public sector organisations to help them develop customer-oriented digital services and improve knowledge-based management. On a national level the tools provide data on the state of digitalisation.

How to bring new ways of working and problem-solving tools to the Estonian public sector? Over the course of a year and a half the Public Sector Innovation Team of Estonia developed a design sprint format suitable for the Estonian public sector. By constantly adapting and improving the format the Innovation Team has seen that it is a highly effective tool for spreading design thinking methods and generating enthusiasm around them.

"Why did I fail? How should I develop my career?" To address such concerns, we developed the Digital Mentor Service of National Qualification. It leverages massive data on national qualification tests to identify each individual's weaknesses and why they fail. It also provides personalized information by matching examination history with jobs and training offered by government agencies. Supporting test takers from skills assessment and development to job placement.

Since 2020, the City of Austin (COA) and the University of Texas (UT) have collaborated on over twenty diverse research projects under the legal and administrative framework of a five-year, ten million dollar master interlocal agreement (ILA). Among a very few of its kind in the USA, this ILA is an "innovation enabling innovation" that bridges the barriers between two large, extremely complex organizations and fast-tracks the launch of research and innovation projects by four to five times.

COVID-19 compelled for national lockdown in India too, the public had no means to consult doctors and specialists. eSanjeevani - a cloud-based population scale, indigenously developed transformative telemedicine platform was rapidly developed & operationalized nationally. eSanjeevani is an innovative solution that has brought about digital transformation (systemic) w.r.t. delivery of health services, the innovation has been a runaway success amongst patients & practitioners.

When planning began for a first-of-its-kind Urgent Mental Health Care Centre as an alternative to a failing emergency department experience, a new standard that centred people with lived experiences in system reform decisions was needed. People with lived experiences came together to co-create a philosophy of care for the centre that would uphold service integrity, hold implementation providers accountable, and communicate the care experience and service culture that people expect.

In the VUCA (volatility, uncertainty, complexity and ambiguity) world, the tasks of the government are interconnected and require cross-border collaboration and dialogue within ecosystems. However, one of the key challenges is the lack of knowledge and easy-to-deploy tools. As partners of Work2.0Lab (Työ2.0Lab), we co-created and implemented Ecosystem School 1.0. Its purpose was to develop ecosystem thinking, capabilities and tools to support phenomenon-oriented work within ecosystems.

In COMo, the CO2 concentration (CO2 = Carbon Dioxide) serves as a measure for indoor air quality and aerosol pollution; the latter correlates with the potential (COVID) viral load. Objective CO2 readings via networked sensors enable operators to control the indoor air quality and thus reduce the risk of infection for visitors. Published data allow visitors to make decisions about visiting the facility. All content is available under open source licenses (MIT, BSD, Creative Commons).

Blockchain is transforming the world and we created the first pilot to experiment with this technology, promoting this transformation in the Colombian State entities making it more efficient, transparent and agile. We seek to accompany and promote projects that generate better services and processes within the entities; learning and documenting the entire process.

The Australian Government - Dept of Finance sponsored a Proof of Concept (PoC) that looked at how Rules as Code (RaC) might be provided as a shared utility that can be used to deliver simpler, personalised digital user journeys for citizens. RaC is the process of taking legislation and regulations and turning them into machine-readable code. It provides many benefits to citizens and government, including greater reuse, less duplication, greater transparency and accessibility of rules.