Stage 4
Service function
Receive feedback on the proper functioning of the service.
Stage 4
Service function
Receive feedback on the proper functioning of the service.
Golden Rules
For a digital public service to work successfully, it must:
01. Provide the user with the appropriate instructions for use of the service, complete the corresponding FAQs and generally be immediately and easily available any information related to its use
02. The service must be accompanied by supporting information material in accordance with the Design Guide, which must also be provided in English
03. Personalization features (e.g. temporary storage of an execution, personal history of actions, user-friendly characterization of actions)
04. Provide the appropriate user support mechanism, both through digital information and digital tools, as well as through a call center, chat bot or chat application for direct communication of users with the competent department
05. Implement and operate a mechanism for monitoring the use of the service
What are the actions;
User requests for the provision of the service are fulfilled (e.g. issuance of a civil status certificate)
Incidents (e.g. inability to authenticate) are resolved so that the service returns to users as soon as possible.
Addressing problems (e.g. failure of gov.gr to communicate with the taxisnet base), which are the underlying cause of one or more (potential) incidents.
Carrying out the necessary work for the uninterrupted provision of the service (e.g. maintenance work)
Monitoring the functioning of the service through the use of specific metrics (KPI’s) (e.g. webpage loading speed) and user feedback (e.g. filling in questionnaires)
Useful material
Each public body has specific strategic priorities and operating framework. In the following, useful material is proposed both from internationally recognized digital service management frameworks and from good practices from other Public Administrations, so that each team can choose what it deems will help it to successfully design its digital service:
The FItSM framework
Proposed activities related to:
Service Level Management (SLM),
Service Reporting Management (SRM),
Capacity Management (CAPM),
Information Security Management (ISM),
Supplier Relationship Management (SUPPM, Incident & Service Request Management (ISRM),
Problem Management (PM),
Change Management (CHM),
Release & Deployment Management (RDM)
fitsm.eu
How can we assess that we have taken all the actions required to function the digital service?
You can use the following evaluation questions:
E4.1.1 The service shall be accompanied by at least the following material: User's Manual, Frequently Asked Questions, and Legal Framework, which are posted in the operator's environment; (Useful links: User Manual, Frequently Asked Questions, Legal Framework)
Q4.1.2 Does the language used in the accompanying material of the service follow the Content Writing Guide?
Q4.2.1 Is it possible to caching each step or selected steps in the execution of the service?
Q4.2.2 Is 2FA provided during the final submission via SMS or mobile app option?
E4.2.3 Is there a history of previous actions (executions of the service) available to the user?
Q4.2.4 Is confirmation sent by email after each successful performance of the service?
Q4.2.5 Is it possible to view the status of the service when it is not completed online?
Q4.3.1 Is user support done through the "Contact" link?
Q4.3.2 Are the contact details of the organisation also posted in English?
Q4.3.3 Has the implementing body provided support to users of the service?
E4.4.1 Is the service fully translated into English?
E4.4.2 Is the accompanying material also provided in English?
E4.4.3 Is user support also available in English?
E4.5.1 Have the evaluation and efficiency indicators of the service, as well as the corresponding benchmarks, been defined?
E4.5.2 Is an appropriate logging process and methodology in place?
E4.5.3 Has an appropriate alerting & notification mechanism been set up to detect problematic situations?
E4.5.4 Has a suitable form been included in the service to receive feedback and evaluation of the service from its users?
E4.5.5 Has a competent department of the implementing body been entrusted with the ongoing assessment of the service?
E4.5.6 Are there any tools in place to automatically generate reports and perform standardised checks?
Golden Rules
For a digital public service to work successfully, it must:
01. Provide the user with the appropriate instructions for use of the service, complete the corresponding FAQs and generally be immediately and easily available any information related to its use
02. The service must be accompanied by supporting information material in accordance with the Design Guide, which must also be provided in English
03. Personalization features (e.g. temporary storage of an execution, personal history of actions, user-friendly characterization of actions)
04. Provide the appropriate user support mechanism, both through digital information and digital tools, as well as through a call center, chat bot or chat application for direct communication of users with the competent department
05. Implement and operate a mechanism for monitoring the use of the service
What are the actions;
User requests for the provision of the service are fulfilled (e.g. issuance of a civil status certificate)
Incidents (e.g. inability to authenticate) are resolved so that the service returns to users as soon as possible.
Addressing problems (e.g. failure of gov.gr to communicate with the taxisnet base), which are the underlying cause of one or more (potential) incidents.
Carrying out the necessary work for the uninterrupted provision of the service (e.g. maintenance work)
Monitoring the functioning of the service through the use of specific metrics (KPI’s) (e.g. webpage loading speed) and user feedback (e.g. filling in questionnaires)
Useful material
Each public body has specific strategic priorities and operating framework. In the following, useful material is proposed both from internationally recognized digital service management frameworks and from good practices from other Public Administrations, so that each team can choose what it deems will help it to successfully design its digital service:
The FItSM framework
Proposed activities related to:
Service Level Management (SLM),
Service Reporting Management (SRM),
Capacity Management (CAPM),
Information Security Management (ISM),
Supplier Relationship Management
(SUPPM, Incident & Service Request Management (ISRM),
Problem Management (PM),
Change Management (CHM),
Release & Deployment Management (RDM)
fitsm.eu
How can we assess that we have taken all the actions required to function the digital service?
You can use the following evaluation questions:
E4.1.1 The service shall be accompanied by at least the following material: User's Manual, Frequently Asked Questions, and Legal Framework, which are posted in the operator's environment; (Useful links: User Manual, Frequently Asked Questions, Legal Framework)
Q4.1.2 Does the language used in the accompanying material of the service follow the Content Writing Guide?
Q4.2.1 Is it possible to caching each step or selected steps in the execution of the service?
Q4.2.2 Is 2FA provided during the final submission via SMS or mobile app option?
E4.2.3 Is there a history of previous actions (executions of the service) available to the user?
Q4.2.4 Is confirmation sent by email after each successful performance of the service?
Q4.2.5 Is it possible to view the status of the service when it is not completed online?
Q4.3.1 Is user support done through the "Contact" link?
Q4.3.2 Are the contact details of the organisation also posted in English?
Q4.3.3 Has the implementing body provided support to users of the service?
E4.4.1 Is the service fully translated into English?
E4.4.2 Is the accompanying material also provided in English?
E4.4.3 Is user support also available in English?
E4.5.1 Have the evaluation and efficiency indicators of the service, as well as the corresponding benchmarks, been defined?
E4.5.2 Is an appropriate logging process and methodology in place?
E4.5.3 Has an appropriate alerting & notification mechanism been set up to detect problematic situations?
E4.5.4 Has a suitable form been included in the service to receive feedback and evaluation of the service from its users?
E4.5.5 Has a competent department of the implementing body been entrusted with the ongoing assessment of the service?
E4.5.6 Are there any tools in place to automatically generate reports and perform standardised checks?
English