Experience and Service Design for Government and the Public Sector
The role of (digital) government is changing. Citizens increasingly expect the same quality and range of digital services as they do from the private sector. Low citizen satisfaction with government services is not unique to South Africa. Governments globally are shifting their focus away from services towards engagement - citizen-focused innovation and implementation. It’s predicted that by 2020, 50%+ of government agencies with direct citizen engagement missions will channel at least 25% of their budget to third-party technologies to improve citizen experience (IDC Future Scape Worldwide Government 2015, in Binali, 2017). Creating citizen centric and citizen driven experiences relies on expertise in experience design, service design, design thinking, systems thinking, behavioural change insights, and principles such as collaboration, co-creation and embracing a learning culture where organisations learn as much from their failures as their successes.
At Mirum South Africa, we have been working with provincial government to create policies and processes to design experiences that will bridge the gap between government and citizens in a time when trust in government is at a low globally. This discussion will explore some of this journey, and the insights and processes that can be explored with other governments and public sector entities in Africa and across the globe.