Presentation by Bruno Monteiro, Director, LabX innovation office, Portugal, at the 3rd and last seminar in the series, held on 1 April 2021, which puts the focus on moving towards seamless public service delivery. This 3rd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

1. Life events
Technology and experimentation in the
creation of life events
1st April, 2021

2. WHAT IS LABX
A safe space to research, co-create and
experiment innovative solutions in order to
improve the public services, centering them
around the real needs and expectations of
citizens and businesses.
https://labx.gov.pt/?lang=en

3. • Mentoring
• Dissemination of skills
• Innovative in Residence
• Innovators Network
• Experimentation Labs Network
• Activator of the innovation ecosystem
• Open Government Portugal
• Public Sector Innovation Panel
• Gamification
• Exploratory sessions for emerging and
complex challenges
• Behavioral sciences
• Anticipatory innovation
• Simplification Workshops
• Emerging technologies and the use of digital
• Experimentation projects
Participation & Collaboration Exploration
Experimentation

4. LIFE EVENTS
Structuring online public services,
organized throughout the various stages
of the lives of citizens and economic
agents (for example, birth, job search,
marriage, starting a business, death,
etc.), in which all relevant information
and services of the Public
Administration are virtually integrated
and articulated in each circumstance of
life in a single access point.

5. Roadmap for implementation
BEFORE WE
START...
INVESTIGATION COCREATION
EXPERIMENTATION
PROTOTYPE
NEW
SERVICE!
PILOT
Other frameworks for
digital service design
are used by OECD, UK
and Australia among
others...

6. BEFORE WE
START…
Identify the requirements for the
implementation of the integrated service
BUDGET &
GOVERNANCE
VALUE
KNOWLEDGE
& ABILITY
STAKEHOLDERS
COMMITMENT
● High level alignment
● Definition of roles and
responsibilities
● Budget, scope and
deadlines
● ...
● Clarify the value of
delivering an
integrated and
transversal service,
both for services and
for citizens.
● Ensure the
existence of
installed capacity
and technical
knowledge for the
implementation of
the project
● Identify all the
relevant
stakeholders.
● Commit the
stakeholders that
are service providers

7. BEFORE WE
START…
Identify the requirements for the
implementation of the integrated service
BUDGET &
GOVERNANCE
VALUE
KNOWLEDGE
& ABILITY
STAKEHOLDERS
COMMITMENT
● High level alignment
● Definition of roles and
responsibilities
● Budget, scope and
deadlines
● ...
● Clarify the value of
delivering an
integrated and
transversal service,
both for services and
for citizens.
● Ensure the
existence of
installed capacity
and technical
knowledge for the
implementation of
the project
MAJOR THREATS:
● Not defining a clear governance of the project and
not obtaining the commitment of all stakeholders:
Difficulties in the operationalization of project
activities (research, co-creation and
experimentation)
● Not foreseeing the necessary legislative changes
or failure to ensure technological alignment for
the integration of solutions (interoperability)
Risk of not being able to implement
!
BEFORE WE
START…

8. BACKSTAGE
PROCESS
POOL OF
SERVICES
FRONTSTAGE
UX
INVESTIGATION
In this phase, we intend to identify the
characteristics and needs of citizens and
users, map the paths and processes of the
services and identify the technical,
procedural, organizational and legislative
constraints
● Identify relevant
services for the life
event.
● Define the new
service catalog.
● Identify eventual
constraints to the
service
● Design service flows,
● Analyze forms
● Understand
associated legislation.
● investigate the citizens
experience in using the
services in order to find
their needs, obstacles and
opportunities
● Investigate the
experience of front line
workers

9. BACKSTAGE
PROCESS
POOL OF
SERVICES
FRONTSTAGE
UX
INVESTIGATION
● Identify relevant
services for the life
event.
● Define the new
service catalog.
● Design service flows,
● Analyze forms
● Understand
associated legislation.
● investigate the citizens
experience in using the
services in order to find
their needs, obstacles and
opportunities
● Investigate the
experience of front line
workers
!
MAJOR THREATS:
● Not understanding how citizens use
the service and what are the problems
for frontline service.
Find solutions that do not resolve
significant problems
● Not analysing the backoffice process
for each one of the life event services.
Digitize bureaucracy without eliminate
redundancies and fail to identify
integration points

10. CO-CREATION
Through co-creation sessions it is intended to
collaboratively create possible solutions to
the identified problems
CO-CREATION
WORKSHOPS
Backoffice
CO-CREATION
WORKSHOPS
FrontOffice
● Following the frontstage
UX research, involve
citizens and employees to
validate the findings and
to devise solutions that
can solve the identified
problems.
● Following the backstage
process research, involve
employees and managers
to validate the findings
and to devise solutions
that can solve the
identified problems.

11. COCREATION
WORKSHOPS
Backoffice
COCREATION
WORKSHOPS
FrontOffice
COCREATION
● Following the frontstage
UX research, involve
citizens and employees to
validate the finidings and
to devise solutions that
can solve the identified
problems.
● Following the backstage
process research, involve
employees and managers
to validate the finidings
and to devise solutions
that can solve the
identified problems.
!
MAJOR THREATS:
● Not involving critical stakeholders in
the co-creation process.
● Not validating the findings of the
investigation
Fail to address important problems of the
service system

12. EXPERIMENTATION
Use prototypes to find out if the solutions are
suitable.
Use pilots in controlled environments to fine-
tune solutions and prepare for
implementation
PILOT
PROTOTYPE
● Materialize the possible
solutions in prototypes
● Test prototypes with
potential users and service
providers to validate and
identify points for
improvement
● Test interoperability
between service platforms
● Ensure technological
deveolpment for pilot
testing.
● Train front line workers
● Evaluate both frontoffice
and backoffice
performence
● Evaluate citizens
experience in using the
service(s)

13. EXPERIMENTATION
PILOT
PROTOTYPE
● Materialize the possible
solutions in prototypes
● Test prototypes with
potential users and service
providers to validate and
identify points for
improvement
● Test interoperability
between service platforms
● Ensure technological
deveolpment for pilot
testing.
● Train front line workers
● Evaluate both frontoffice
and backoffice
performence
● Evaluate citizens
experience in using the
service(s)
!
MAJOR THREATS:
● Not testing the solutions with real users
Find solutions that do not resolve significant
problems
● Neither validating nor testing the
necessary technological developments
Define a solution that is not technologically
possible

14. QUESTIONS?

15. www.labx.gov.pt
labx@labx.gov.pt
linkedin.com/company/labx-govpt/
facebook.com/LabX
@labx_govpt
Thank you!