This document discusses developing citizen-centric government services. It notes that governments now hold large amounts of citizen data but don't use it effectively. New generations expect more customized, proactive, and trustworthy digital services. The "MyGov" initiative aims to provide such services by analyzing citizens' data and needs, co-designing solutions, and validating prototypes with users. The proposed "MyGov Social" mobile app would use data science to send customized recommendations and notifications to citizens about benefits and status updates, empowering citizens and saving them time while improving government efficiency. The goal is to make citizens' lives easier by building trust and putting their needs first in service design.

1. MyGov, citizen centric service
Miquel Estapé. Open Government of Catalonia
Universite Europeenne Innovation Publique
The Camp, Aix-en-Provence. 10th of July 2018

2. Tràmits des del mòbil

3. The Challenges
• Data is the new oil of the 21st
century
• Governments have a huge amount of citizen information
but they are not taking advantage of it to provide better
services.
• New generations expectations are much higher
than in the past
• Some of the demands are to improve customization,
proactivity, usability, trust and cross-government
approach.
• Public services are usually developed to meet the
administration interests
• Governments must use co-design methodologies putting
citizens at the center when designing the services so that
they fulfill the citizen needs and expectancies

4. Ideal
Government
services
• Simple
• Cross-cutting
• Customized
• Proactive
• Omni channel
• Trustworthy
• Focused on life
events
···

5. Citizen Centric strategy
Satisfaction surveys
User ideas
Online
Challenges
Co-design
workshops
Behavior
analysis
Data science

6. What data do
Governments
hold about me ?
What are the
status of my
procedures?
What are
Governments
doing with my
personal data ?
What can
Governments
do for me?
Citizen’s questions about their data

7. MyGov challenge
How might Governments provide a
custom, proactive and trustworthy
relationship to Citizens using their personal data?

8. Legal
evaluation
Data
science
analysis
Research
Co-design
Prototype
Validation
with end
users
Process

9. Legal
evaluation
Data
science
analysis
Co-design Prototype
Validation
with end
users
Process
Online
challenge
Public
employees
Workshop
with public
employees
Workshops
with
citizens
Public
Employees
validation
Citizens
validation

10. Data science analysis

11. Data science analysis

12. Conclusions
• Little data
• Early adopters:
Citizens with
Social needs
• MyGov Social
Mobile First

13. MyGov Social
Develop a solution that provides a customized, proactive and
trustworthy relationship to citizens with social demands
using their personal data and mobile first

14. Citizens don’t go to
Government websites
The Government sends to
your mobile phone proactive
custom recommendations

15. Citizens authenticates to
access MyGov using a
mobile 2FA mechanism

16. Citizens access the custom
recommendations for them
and at that time

17. Citizens can review the
recommendations and
submit the form

18. Citizens can have a quick
look at all their activity with
all Governments

19. Citizens can check their
personal data in
Governments registers

20. Citizens can review the status
of all their procedures and all
the queries done by
Governments about their
data

23. Benefits for
Citizens
•Empowerment and
increased
confidence
•Increased
satisfaction
•Savings of
time/costs
•Less stress: they
know all the
entitled benefits

24. Benefits for
Government
• Better valuation
by citizens
• Services provided
to citizens in need
• Savings in
time/costs
• Increased
satisfaction of
public employees

25. Ultimate goal: Making Life Easy for Citizens