life navigator - u-connect 2016 en linkedin
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1 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Self-reliance (zelfredzaamheid) a joint effort web intelligence in the customer journey
The “Ik-Zelf” App
Mark Kristelmkristel@lifenavigator.nl
2 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
• Stipulate self-empowerment of civilians• Boost individual organizing abilities by connecting with others• Accessible and understandable by simplicity• Without protocols and strict procedures, civilians are in
control• More time to focus on helping people the right way,
by having people do as much as they can themselves, timely and properly
• Quick results, without having to oversee and apply all• The complexity of the supply demand chain, law and
legislation are straight forward when applied for a specific case
Zelfredzaamheid en Participatie leiden tot minder overheidsuitgaven en meer creativiteit en
ondernemerschap
How does technology impact self-relianceFaster and better service, with shorter handling-times
3 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Participate in society – using your own strengthtake responsibility for your own quality of life
LocalCommunities(Wijkteams)
Child care(Jeugdwerk)
SocialServices
MunicipalCouncil
Government
Civil society
relations
Civilian
Family
CommunityCenters
BusinessLife
Schools
Healthcare, welfare and employment
4 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Selfservice
Selfreliant
Know
ledg
e
Ability to Execute
CivilianFamily care giver
Healthcare institutions
Service provider
Agent
Employers
self-efficacy and self-relianceoperates within margins of what you can handle, together with others
Healthcare and social security are a shared responsibilityof civilians, employers and the government
Government
Municipal
5 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
OLD : resolve it yourself (cheap) of welfare state (expensive)
NEWER : reduce costs in customer care by deploying self-service
PRESENTLY : self-reliance and self-efficacy reduces costs
Customer CareIs too expensive
More digitalizationLess FTE’s
Increasing support demandFor Self-service
Mistakes and incompetenceUsing Self-service
Resolve problemsMore FTE’s
Self-service
(Social) SystemIs too expensive
Self-organizing(Less customers)
Problems with employmentAnd income
Wrong choicesOr belated actions
Resolutions required(More customers)
Self-reliance
Self-directing as an instrument – Paradigm shiftrequires knowledge at the right moment in time
!! Demands that people take proper and timely decisions (=Self-directing) !!
6 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Ik-Zelf AppCommissioned by the Sociale Dienst Drechtsteden (SDD)
Boost self-reliance and civilian participation– Less customers using social services– Increase efficiency and lower costs in customer care– Proactive, prevention and shorter customer tracks– Pilot performed in the municipal of Zwijndrecht– Target group for Pilot: single parents,
or those who could end up becoming a single parent– Focus on (health)care, upbringing, employment and income
Intersections with SDD domain– Employment and income– Debt counseling– (WMO) Assessment for
public health care
7 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Ik-Zelf App – prototype buildwith the input of the supply demand chain in the municipal Zwijndrecht
Discover 1) what you can do yourself, 2) how others can help and 3) which institutions can facilitate
– Reflect existing resources in the context of their use– Supply the same resource in the perspective of different uses– Use accessible language to explain the specific use of the
resource
8 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Ik-Zelf App – Co-creation to assure usabilityworking together with (single) parents in the municipal of Zwijndrecht
I want to do it myself – Ik-Zelf“Find what you need in time. Know what you are entitled to. Ik-Zelf, an app that really works for you.”
Populate the App– Based on personal real-life experiences – Using own words and supporting different
opinions– Identifiable issues, problems and scenario’s
Resolve it together – Wij-Zelf– In contact with peers– Together you can accomplish
more– Participate actively in society
9 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Life Navigator – The engine of the Ik-Zelf Appa system driven by knowledge and an ecosystem of stakeholders
Customer facing self-direction“Customer empowerment by injecting accessible knowledge into a personalized customer journey..”
Social Innovation by deploying web intelligence– Direct the right people to the right service points– Right the first time– Prevent unnecessary deployment of enforcement crew– Proactively take the required steps (participate &
prevent)– Process and decisions are not fixed or determined up
front
10 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Processes andBusiness Rules
Playing Field andGround Rules
Tempt customers and stimulate them in making the right decisions
Life Navigator – provide usable knowledgewithout protocols, standard procedures and fixed structures
Resources /Providers
11 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
The movement within the Playing Fieldcontrolled by the customer, personalized and often unpredictable
Profile
Customer Journey
Choices
12 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Multiple dimensions• Possibilities and
impossibilities• Optimal pathways• Determine directions• Evolutionary discoveries
Giving directions within the Playing Fieldpolicies determined together with the stakeholders
Playing Field
13 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Validation of conditions and regulation• Signal deviations (instead of blocking the process)• Notify users (to take action)• Report multiple structural deviations (new insights)• No sharing of data with third parties (customer privacy)
Guarding the Playing Fieldby appealing to the customers responsibility
14 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
Assure accessibility to the Playing Fieldbecause it can be viewed from a customer perspective
ActualCustomerJourneys
Themes Playing Field
Resources /Providers
Simplicity by recognition• Themes, issues, problems and scenario’s (story behind the
question)• Addressing multiple beliefs and emotions• Using language and dialects that appeal to the audience
15 Commercial in Confidence© Copyright finSo Life Navigator BV 2016
ProceduralPlan
Customer facing self-directionRequires a personal context and the room to self-organize
Facts
Target
Facts &context
Result
Policy
BusinessRules
Declareplaying field
Execution
EvolutionKnowledge
Rules
reactive proactive
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