Stage 1
Defining a strategy
Define project conditions, set the team and get everyone involved
Stage 1
Defining a strategy
Define project conditions, set the team and get everyone involved
Golden Rules
To successfully define the strategy for the deployment of digital public services, the following rules and principles must be respected:
01. Information on the need to develop digital services must be clear
02. Define the objective for which this digital service will be developed.
03. Based on the objective, the individual steps need to be defined.
04. Stakeholders involved in the implementation process need to be identified and identified.
05. Appropriate staff from the organisations should be selected to form the respective project team.
06. Interoperability points between operators, their systems or their procedures need to be defined.
07. Users need to be involved and user paths configured.
What are the actions;
Meetings with all stakeholders (e.g. citizens, relevant public bodies) identify social needs (e.g. difficulty for working parents to find nannies for their children).
Check whether the entity’s existing portfolio of analogue and digital services can meet the above needs.
Specific strategic objectives are set (e.g. improving the daily lives of working parents through the provision of digital public services).
The basic idea of the service is formulated, i.e. what it will be (e.g. a new or modified digital service, a digitalised analogue service), what it will offer (e.g. a service to help working parents find available nannies in their neighbourhood) and what its main features will be (e.g. name, content, users, delivery channels, required infrastructure).
All parties involved (e.g. political leadership, public bodies) assess the proposed digital service and jointly decide whether to design and develop it.
Clarify the specific initiatives that need to be taken in order to achieve the strategic objectives (e.g. setting up a working group, reusing building blocks and using interoperability to conclude the online agreement between the parents and the nanny)
All initiatives established by law (e.g. submission of a bill to Parliament, adoption of the Law, adoption of a relevant Ministerial Decision) are undertaken in order for the digital public service to be legislated.
Useful material
Each public body has unique priorities, and we provide useful resources from international frameworks and best practices to help teams develop their strategy.
The FItSM framework
Proposed activities related to: Service Portfolio Management (SPM), Customer Relationship Management (CRM), Supplier Relationship Management (SUPPM), Service Level Management (SLM)
fitsm.eu
How can we assess that we have taken all the actions required for the define strategy the digital service?
You can use the following evaluation questions:
E1.1.1 Do we know exactly what the problem is to be solved?
E1.1.2 Do we know exactly what need the digitalisation of the public service serves?
E1.1.3 Has the project vision for the digitalisation of the service been defined?
E1.2.1 Are the strategic priorities related to the service to be digitalised known?
E1.2.1 Is the goal clear from the point of view of stakeholders?
E1.3.1 Are the relevant Government Gazettes and the corresponding legal framework available?
E1.3.2 Have the supporting documents to be submitted by the citizen/business been defined?
E1.3.3 Have the supporting documents to be searched through the use of web services of the Interoperability Centre of the Secretariat-General for Financial Services been defined?
E1.4.1 Do we know the key stakeholders in the project (end-users & other stakeholders)?
E1.4.2 Are the necessary data available? Do we know which Department/Directorate of the Ministry or body holds them?
E1.4.3 Are we aware of the methods and tools that can be used to collect the necessary data?
E1.4.4 Are we aware of the possible third-party systems involved?
E1.4.5 Has the working group been set up, with participants from all the services/bodies involved?
E1.5.1 Do we know what the main user groups are?
E1.5.2 Are we aware of the digital skills of each group of users of the service?
E1.5.3 Are we aware of the needs and problems of the users of the service?
E1.5.4 Is it possible to communicate with end-users?
E1.5.5 Have user journeys been recorded for the process?
E1.5.6 Has the service been co-configured with the involvement of end-users?
E1.5.7 Do we know all the touchpoints, digital systems and non-digital channels with which users interact?
Golden Rules
To successfully define the strategy for the deployment of digital public services, the following rules and principles must be respected:
01. Information on the need to develop digital services must be clear
02. Define the objective for which this digital service will be developed.
03. Based on the objective, the individual steps need to be defined.
04. Stakeholders involved in the implementation process need to be identified and identified.
05. Appropriate staff from the organisations should be selected to form the respective project team.
06. Interoperability points between operators, their systems or their procedures need to be defined.
07. Users need to be involved and user paths configured.
What are the actions;
Meetings with all stakeholders (e.g. citizens, relevant public bodies) identify social needs (e.g. difficulty for working parents to find nannies for their children).
Check whether the entity’s existing portfolio of analogue and digital services can meet the above needs.
Specific strategic objectives are set (e.g. improving the daily lives of working parents through the provision of digital public services).
The basic idea of the service is formulated, i.e. what it will be (e.g. a new or modified digital service, a digitalised analogue service), what it will offer (e.g. a service to help working parents find available nannies in their neighbourhood) and what its main features will be (e.g. name, content, users, delivery channels, required infrastructure).
All parties involved (e.g. political leadership, public bodies) assess the proposed digital service and jointly decide whether to design and develop it.
Clarify the specific initiatives that need to be taken in order to achieve the strategic objectives (e.g. setting up a working group, reusing building blocks and using interoperability to conclude the online agreement between the parents and the nanny)
All initiatives established by law (e.g. submission of a bill to Parliament, adoption of the Law, adoption of a relevant Ministerial Decision) are undertaken in order for the digital public service to be legislated.
Useful material
Each public body has unique priorities, and we provide useful resources from international frameworks and best practices to help teams develop their strategy.
The FItSM framework
Proposed activities
related to:
Service Portfolio Management (SPM),
Customer Relationship Management (CRM),
Supplier Relationship Management (SUPPM),
Service Level Management (SLM)
fitsm.eu
How can we assess that we have taken all the actions required for the define strategy the digital service?
You can use the following evaluation questions:
E1.1.1 Do we know exactly what the problem is to be solved?
E1.1.2 Do we know exactly what need the digitalisation of the public service serves?
E1.1.3 Has the project vision for the digitalisation of the service been defined?
E1.2.1 Are the strategic priorities related to the service to be digitalised known?
E1.2.1 Is the goal clear from the point of view of stakeholders?
E1.3.1 Are the relevant Government Gazettes and the corresponding legal framework available?
E1.3.2 Have the supporting documents to be submitted by the citizen/business been defined?
E1.3.3 Have the supporting documents to be searched through the use of web services of the Interoperability Centre of the Secretariat-General for Financial Services been defined?
E1.4.1 Do we know the key stakeholders in the project (end-users & other stakeholders)?
E1.4.2 Are the necessary data available? Do we know which Department/Directorate of the Ministry or body holds them?
E1.4.3 Are we aware of the methods and tools that can be used to collect the necessary data?
E1.4.4 Are we aware of the possible third-party systems involved?
E1.4.5 Has the working group been set up, with participants from all the services/bodies involved?
E1.5.1 Do we know what the main user groups are?
E1.5.2 Are we aware of the digital skills of each group of users of the service?
E1.5.3 Are we aware of the needs and problems of the users of the service?
E1.5.4 Is it possible to communicate with end-users?
E1.5.5 Have user journeys been recorded for the process?
E1.5.6 Has the service been co-configured with the involvement of end-users?
E1.5.7 Do we know all the touchpoints, digital systems and non-digital channels with which users interact?
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