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2018.07.10 MyGov citizen centric service. Université de l'innovation publique territoriale. Aix-en-Provence

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

Published in: Government & Nonprofit
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2018.07.10 MyGov citizen centric service. Université de l'innovation publique territoriale. Aix-en-Provence

  1. 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. 2. Tràmits des del mòbil
  3. 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. 4. Ideal Government services • Simple • Cross-cutting • Customized • Proactive • Omni channel • Trustworthy • Focused on life events ···
  5. 5. Citizen Centric strategy Satisfaction surveys User ideas Online Challenges Co-design workshops Behavior analysis Data science
  6. 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. 7. MyGov challenge How might Governments provide a custom, proactive and trustworthy relationship to Citizens using their personal data?
  8. 8. Legal evaluation Data science analysis Research Co-design Prototype Validation with end users Process
  9. 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. 10. Data science analysis
  11. 11. Data science analysis
  12. 12. Conclusions • Little data • Early adopters: Citizens with Social needs • MyGov Social Mobile First
  13. 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. 14. Citizens don’t go to Government websites The Government sends to your mobile phone proactive custom recommendations
  15. 15. Citizens authenticates to access MyGov using a mobile 2FA mechanism
  16. 16. Citizens access the custom recommendations for them and at that time
  17. 17. Citizens can review the recommendations and submit the form
  18. 18. Citizens can have a quick look at all their activity with all Governments
  19. 19. Citizens can check their personal data in Governments registers
  20. 20. Citizens can review the status of all their procedures and all the queries done by Governments about their data
  21. 21. Benefits for Citizens •Empowerment and increased confidence •Increased satisfaction •Savings of time/costs •Less stress: they know all the entitled benefits
  22. 22. Benefits for Government • Better valuation by citizens • Services provided to citizens in need • Savings in time/costs • Increased satisfaction of public employees
  23. 23. Ultimate goal: Making Life Easy for Citizens

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