At Oak Digital Consulting, we developed a unique framework to create digital public services that are focused on the citizen. Our approach has eight phases, and it entails that governments always consider the needs of the citizen while building any kind of service, including how the service will fulfil those needs. The service may be a website for citizens, a new management system to automate services or even written material for a service manual. There are cases in which services can be automated and completed entirely without action required from the citizens.
Our user-centred design looks for solutions that do not require users to give their actions much effort. The citizen should quickly achieve their desired result thanks to the design's logic and intuitiveness.
Pre-mobilisation and create a problem statement
Mobilisation and team planning for the expected solution
User journey methodology and co-creation workshop with citizens
Mapping of the service landscape, researching real needs faced by citizens
Test out hypotheses with citizens and build prototypes to explore different solutions
Define a minimum viable product from the successful prototype
Put the team and processes in place to continue operating and improving the service
Consolidate existing non-digital service channels
Create a satisfying citizen experience and improve governmental trust
Improve convenience and promotes transparency
Saves public servants’ time
Automate many tasks and enriches organisational efficiency
Unifies departments and streamlines processes
Comply with the GDPR and enhance data protection
Operate digital public services 24/7 at a lower cost
The company is dedicated to making a positive impact by contemporary research and interacting positively with the general public and political leaders about economic and social issues.
© Oak Digital Consulting
