reaching excellence in ecitizen service delivery€¦ · · 2018-03-14citizen walks into service...

1 © Copyright 2016 Dell . All rights reserved. 1 © Copyright 2016 EMC Corporation. All rights reserved.

Reaching Excellence in eCitizen Service Delivery

Karim Y. Rizkallah – ECD Presales Manager, TEAM, @karimyrizkallah Jeroen Jansen – Business Consultant - Informed Consulting

2 © Copyright 2016 Dell . All rights reserved.

C I T I Z E N

TRANSPAR NCY SATISFACTIO

RUST

CUTOMI E

HOICE D GITAL

IDENT TY

A Citizen Centric Approach


The Implementation of a Citizen Expectation

CONSENT - A clear regulatory framework protects my privacy - I’m able to Digitally authenticate myself to government services

1 2

4 3

CONTROL - I can see all my data in one place - I’m able to update my data only once for all services

CONTENT - I get update notifications - Services provide me a full view on required documentation

CONVINIENCE - Single password for all - Simple enrolment process


A Starting Point…

Identity

One Digital Identity for all Citizens to Consolidate

relevant information required to deliver

integrated and efficient eServices

Metrics

Transactions Documents


Benefits of Digital Identity

1 One Single Point of Truth Official Citizen Folder for all eligible citizens

2 Aggregate different types of information including Insurance, Healthcare and others

3 360° view on citizen transaction with various government services

4 One location to receive official electronic communications (Court Notices, Healthcare Records, License Renewal Reminders, …)

Receive bills and notifications from service providers

5

Online storage of personal documents on a Private cloud hosted in country

6

Legal signing of communications using electronic signatures

7


eServices Across Citizen Lifecycle

Citizen X

Citizen Folder


- Commercial Registration - Tax Forms - Powers of Attorney

The Citizen Folder

Insurance Information

Outpatient Clinics

Government Hospitals

Investment/ Incorporation Forms

Reports: • Investigative • Fiscal • Managerial

- Hospital Documents - Prescriptions - PACS Data: Xrays, CT Scans, …

- National ID - Driver License - Birth Certificate - Dependents Documents

Citizen X

Eligibility Documents

Administrative Control Authorities


A Process Flow

Scan Documents and Send Originals to

Physical Warehouse

Capture Station

Citizen submits Eligibility Form and Attachments

+ Branch/Office

Search Consolidated

eCitizen Folder

Ingest electronic documents in Citizen Folder and integrate

with LOB Applications

Time/Event Based Archiving + Augment

Data Lake


A Process Flow (Technology Mapping)

Scan Documents and Send Originals to

Physical Warehouse

Capture Station

Citizen submits Eligibility Form and Attachments

+ Branch/Office

Search Consolidated

eCitizen Folder

Ingest electronic documents in Citizen Folder and integrate

with LOB Applications

Time/Event Based Archiving + Augment

Data Lake


1 2

3

4

eCitizen Service Centers for Non-Digital Citizens Center Layout

1

2

3

4

Document Scanning Services

Services Assistance Agents

Self-Service Stations

Document Archiving and Warehousing


eService Process Flow Example – Trade Name Registration

Citizen walks into Service Center and selects required

service.

eCitizen Service Center

If documents are physical, he is redirected to scanning

assistant. If they are electronic, he can proceed to

the next step.

Assisted Scanning Service

Electronic Documents

Citizen proceeds to eService Assistant or to

self-service stations where he finds instructions on submitting his request.

eService Assistance

Cloud Documents

Self-Service Station

Electronic documents are ingested in the new Gov. ECM system which can be

integrated with existing applications. Physical documents are sent for

physical archiving.

New Gov. ECM

Existing Gov. Apps

To Physical Warehouse

12 © Copyright 2016 Dell . All rights reserved. 12 © Copyright 2016 EMC Corporation. All rights reserved.

Case Management at the City Council of Amsterdam User Experience and Mock-ups: The key to guaranteed user acceptance


Agenda • The city • The new working in Amsterdam: Case-focussed • Composition • UX and the mock-ups • Questions

– Ask a question any time


The beautiful city of Amsterdam

Capital of The Netherlands

2.332.773 citizens (821.702 in the centre)

Split in 7 city-districts (district council is separately chosen)

1 Major with 9 alderman

15.000 civil servants

2.500 involved in Managerial decisions


Case focussed, as a part of the whole chain

The new working in The Netherlands

Client/citizen with a request

Inform

Request/complaint

Registration

Case processing

Case

Archive


IoT / Smart Cities


What is Case focussed?

DMS

KCC

lastig

It is an organisational

change

It is a DMS

It is IT

It is the a process change

It is the same as always

It looks very

difficult

Limited focus will give limited results


Case focussed All information in context


Composition at Amsterdam


Flexibility (1) • System needs to adapt to ALL stakeholders:

– DIV – End-users – Citizen – Management – Politic


Flexibility (2) • Integration is mandatory:

– Google/Bing maps – SDU –iNavigator (DSP) – Centrum in Beeld (GIS) – Key2 – Export naar Excel – BKR – SharePoint (SPA4D) – SAP – CRM – ….


Extendable: Albert Einstein


Out of the box VS components


Amsterdam embraces the vision of Composition

• The sky is the limit; • A greenfield of possibilities; • Start with an empty canvas; • But use a system and

consulting firm with proven skills;


The Amsterdam approach Information Model

Process Model

System Integration

Analytical Data

User interface

•Case •Content •Objects

•Automate •Manage •Control

• Internal Services •External Services •Batches

•Presentation •Dashboarding •Distribution

•Screens •Rolls •Styles


Mockups as the base of composition It is the best way for user-acceptance • Functionality, • Navigation, • Interaction , • Information architecture


ECM UX solutions: user-experience and -acceptance The result:

• Less user errors • Efficiency • Easy of use • Low training time

• Lowered the risk of users using other means to collaborate • High user acceptance • High trust in the system • Lower staff turnover

Other side-affects:


The project Andreas

• Extra/double development work • Large FD, with pages about UI • End-user always surprised about the end-result • Always Rework • End-user unhappy in the end

Before UX design

Background

• Andreas 1.0 created in 1999 for formal meeting Board of Mayor and Aldermen

– Heavy customized • Andreas 2.0 full case management solution based on xCP2

– No code, only composition


Amsterdam User experience approach Interaction design sessions Targetgroup: All groups/roles represented Result: Interaction design

Interface mock-ups with the demas of the users Clickable demo that can easily be shared across the organization

How: • Walk with all representatives thru user stories and give them the ability to

comment • Manage on the fancy would-haves

Who involved: User Experience Consultant, the Business Analist and the Documentum / SharePoint Architect


The end result

Added value of UX (the mockup)

• The project team exceeded the expectation of the end-users • User where suddenly positive about the solution and the

potential • Transparancy about the end result

Quote Alderman finance: The rapid delivery was unique for the city of Amsterdam

Quote Key-user: When I saw the solution in the end I was totally not surprised. It

looked and worked exactly as we had planned during the mock-up sessions

City of Amsterdam

Managerial decisions


Stukken

Meeting dashboard

Decision

Decision

Decision

Case • Type • Classification • Description

o College o Commission o Council

Documents

Agenda • Agendaitem • Meetingdate

Advisory groups • Sector X • Financial • Legal • …

Dashboard

Dashboard

Dashboard

College(view)

Commission (view)

Council(view)

College

Data Dashboard Meeting Decision

Commission

Council


Case overview


Thank you


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