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MyGov Social
Citizen Centric service
Miquel Estapé
Open Government of Catalonia
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
Citizen Centric strategy
Satisfaction surveys
User ideas
Online
Challenges
Co-design
workshops
Behavior
analysis
Data science
Ideal
Government
services
• Simple
• Cross-cutting
• Customized
• Proactive
• Omni channel
• Trustworthy
• Focused on life
events
···
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
MyGov challenge
How might Governments provide a
custom, proactive and trustworthy
relationship to Citizens using their personal data?
Legal
evaluation
Data
science
analysis
Research
Co-design
Prototype
Validation
with end
users
Process
The process
Legal evaluation:
• It is possible to conduct data science
analysis according to GDPR, if we
anonymize the personal data
Data science analysis conclusions:
• Little data: AOC holds a large amount of
public records but only a small fraction of
them is relevant to define citizen profiles
• The area that AOC holds larger and most
relevant data is “citizens with social
needs”. They are our early adopters.
• Mobile-first: citizen with social demands
do not have a broadband internet
connection and a PC at home, but most of
them have a smartphone. So, we decided
to make MyGov, a mobile-first solution.
Research:
• we conducted an extensive research in
the public and the private sector, inspired
by some solutions in the banking industry.
Co-design activities:
• An online open innovation challenge with
public employees to manage collective
creativity.
• A design thinking workshop with public
employees.
• Several co-design workshops with citizens
to define archetypes and identify their
expectations by using design thinking
techniques. We also identified the citizen
journey using ethnographic
methodologies; and co-created the main
functionalities of the solution.
Prototype:
• we developed a minimum viable product
to be tested by the users.
Validation with end users:
• we made new iterative versions of the
prototype according to the feedback and
validation of the end users.
Citizen profile: example (preliminary analysis)
Citizen profile: example (preliminary analysis)
Citizen profile: example (preliminary analysis)
Conclusions
• Little data
• Early adopters:
Citizens with
Social needs
• MyGov Social
Mobile First
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
Citizens don’t go to
Government websites
The Government sends to
your mobile phone proactive
custom recommendations
Citizens authenticates to
access MyGov using a
mobile 2FA mechanism
Citizens access the custom
recommendations for them
and at that time
Citizens can review the
recommendations and
submit the form
Citizens can have a quick
look at all their activity with
all Governments
Citizens can check their
personal data in
Governments registers
Citizens can review the status
of all their procedures and all
the queries done by
Governments about their
data
Benefits for
Citizens
•Empowerment and
increased
confidence
•Increased
satisfaction
•Savings of
time/costs
•Less stress: they
know all the
entitled benefits
Benefits for
Government
• Better valuation
by citizens
• Services provided
to citizens in need
• Savings in
time/costs
• Increased
satisfaction of
public employees
Ultimate goal: Making Life Easy for Citizens
MyGov Social
Citizen Centric service
Miquel Estapé
Open Government of Catalonia

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My gov social miquel estape- mwc18

  • 1. MyGov Social Citizen Centric service Miquel Estapé Open Government of Catalonia
  • 2. 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
  • 3. Citizen Centric strategy Satisfaction surveys User ideas Online Challenges Co-design workshops Behavior analysis Data science
  • 4. Ideal Government services • Simple • Cross-cutting • Customized • Proactive • Omni channel • Trustworthy • Focused on life events ···
  • 5. 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
  • 6. MyGov challenge How might Governments provide a custom, proactive and trustworthy relationship to Citizens using their personal data?
  • 8. The process Legal evaluation: • It is possible to conduct data science analysis according to GDPR, if we anonymize the personal data Data science analysis conclusions: • Little data: AOC holds a large amount of public records but only a small fraction of them is relevant to define citizen profiles • The area that AOC holds larger and most relevant data is “citizens with social needs”. They are our early adopters. • Mobile-first: citizen with social demands do not have a broadband internet connection and a PC at home, but most of them have a smartphone. So, we decided to make MyGov, a mobile-first solution. Research: • we conducted an extensive research in the public and the private sector, inspired by some solutions in the banking industry. Co-design activities: • An online open innovation challenge with public employees to manage collective creativity. • A design thinking workshop with public employees. • Several co-design workshops with citizens to define archetypes and identify their expectations by using design thinking techniques. We also identified the citizen journey using ethnographic methodologies; and co-created the main functionalities of the solution. Prototype: • we developed a minimum viable product to be tested by the users. Validation with end users: • we made new iterative versions of the prototype according to the feedback and validation of the end users.
  • 9. Citizen profile: example (preliminary analysis)
  • 10. Citizen profile: example (preliminary analysis)
  • 11. Citizen profile: example (preliminary 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
  • 21. Benefits for Citizens •Empowerment and increased confidence •Increased satisfaction •Savings of time/costs •Less stress: they know all the entitled benefits
  • 22. Benefits for Government • Better valuation by citizens • Services provided to citizens in need • Savings in time/costs • Increased satisfaction of public employees
  • 23. Ultimate goal: Making Life Easy for Citizens
  • 24. MyGov Social Citizen Centric service Miquel Estapé Open Government of Catalonia

Editor's Notes

  1. Apoderar al ciutadà amb un enfoc interadministratiu Generar confiança en l’Administració Experiència positiva: personalització i proactivitat
  2. Apoderar al ciutadà amb un enfoc interadministratiu Generar confiança en l’Administració Experiència positiva: personalització i proactivitat