Brazil’s gov.br website offers almost 5.000 public services and has more than 200 million monthly page views on average. With so many service options, it’s paramount to make them easily available. Under that mindset, the Ministry of Economy developed two important improvements to its usability: the first is the use of AI to recommend services based on the citizen's browsing history. The second was creating User profiles as a way of finding services based on the citizens’ journeys.
Innovation Tag: UX/UI Design
In order to provide citizens with access to many residence-related services from a single point, rather than having to access each service separately, "My Residence" was launched on 9 March 2021. Under the Digital Transformation Office, many services related to the residence address of citizens are offered via the e-Government Gateway by 9 central government institutions as well as municipalities and utility companies.
Case Study
Becoming Agile: a way to deliver high quality products and solve long standing reform challenges in…
To improve the Government's response to problems and delivery of products, the Office of the Prime Minister of Croatia introduced Agile methodology and Agile teams, which mimicked startups in using iterations and learning to inform their next move. All governments have policy challenges that seem too complex to be solved. These challenges span across several departments, have some areas where jurisdiction of departments is unclear, and any intervention would have serious impact on all citizens.
In order to solve the problem of waste accumulation in the city of Nablus, an application was created for drivers of cars affiliated with the Solid Waste Department of Palestine. Many areas in Palestine face the challenge of accumulation of waste in commercial areas, which affects citizens who use the area, and causes traffic congestion during the waste collection process due to the lack of specific paths that take into account the shortest road, priority streets, and waste collection times. The…
With the aim of improving the experience and the quality of responses to requests, the Government of Buenos Aires unified its existing channels, working under the omnichannel criteria, and in February 2019, a responsive and helpful chatbot arrived on WhatsApp: Boti. The chatbot has achieved a record of 11 million conversations in January 2022 and a monthly average of 5 million. It has become a preferred channel for citizens in Buenos Aires when it comes to managing procedures, requests and…
The Porto Citizen Card is designed to identify residents, but above all to offer them privileged use of their city, advantages and benefits in accessing experiences and services of the Municipality. With 46,126 active users, the innovation combines a physical card with a digital platform that integrates a website, a cardholder database, and resources to support current and new services. By concentrating several municipal service access and resources in one card, Porto residents are more aware of…
As part of the national plan for the digital transformation of education in Greece, the Greek Ministry of Education's technical body designed and developed “e-me”, a social, collaborative, and extendable cloud-based digital educational platform for pupils and teachers. The goal was for e-me to provide a safe digital workspace and collaboration environment for the entire Greek K-12 community of 150.000 teachers and 1.5M pupils and, thus, to operate as the Greek public official digital…
More than 80% of the residents in residential elderly care suffer from unwanted urine loss. This is why care staff check on them regularly, day and night. In order to minimize these disturbing and time-consuming incontinence rounds, the residential care organization Zorg-Saam set out to test new incontinence solutions equipped with sensor technologies that detect when bandages are saturated and alert care staff. With this innovation, supported by the The Programme for Innovation Procurement of…
Governments must judge hundreds of new programmatic budget proposals each fiscal year with little objective information about whether they will achieve the results claimed. Evidence of program effectiveness is a critical data point that is used when making budget and policy decisions, as programs with greater evidentiary support are generally more likely to deliver a high return on investment of public funds. The The Policy Lab at Brown University leveraged existing public clearinghouses of peer…
Together with partners from 5 other European countries, the Province of Fryslân developed an innovation model (so-called Tipping Approach) to catalyse and stimulate bottom-up innovations and harness ideas from local stakeholders. Complementing this, a governance model is being developed to provide civil servants with tools to implement these innovations in the social process in a simple and user-friendly way.