Stage 2
Service design
Understand the real needs and expectations of citizens and organizations by engaging creatively with them.
Stage 2
Service design
Understand the real needs and expectations of citizens and organizations by engaging creatively with them.
Golden Rules
Before proceeding with the design of the service, you must:
01. Analyse the existing procedure (as-is)
02. The existing procedure should be simplified (e.g. removal of unnecessary steps and/or functions)
03. Determine the steps of the process to be designed, the particularities of each step, and the necessity of operation per step.
04. The design of the user interface should follow the above actions
05. Designing the service to follow the design rules set out in the Digital Transformation Bible
06. The design of the digital service takes into account the omni-channel approach
07. The process can be presented and executed by the user in a period of time, which does not make it difficult to use or inefficient
What are the actions;
The technical and design specifications are defined, towards which the digital service should be harmonized (e.g. it should be available through a hyperlink with a gov.gr extension and be provided through many channels)
It clarifies the required features of the digital service (e.g. its name and description, responsible entity, users, contact details for service information, steps and actions, service delivery channels, quality levels and required interoperability) and creates a prototype of the service.
Define the infrastructure required to operate the service (e.g. network, servers, helpdesk, web-services, API’s).
The user interface of the digital service is designed.
Describe, from a technical and organisational point of view, the actions required to implement the service (e.g. ensuring technological infrastructure, reusing already existing building blocks).
In the event of digitisation of an existing service, the following steps must be taken:
The characteristics of the existing service (e.g. stakeholders, actions, steps) are recorded and any malfunctions (e.g. excess actions and/or steps) that need to be improved or redesigned are identified.
The existing service is simplified within the limits allowed under the institutional framework.
For a better understanding of the stage and actions, you can also see more information here
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 Portfolio Management (SPM),
Service Level Management (SLM),
Service Reporting Management (SRM),
Service Availability & Continuity Management (SACM),
Capacity Management (CAPM),
Information Security Management (ISM),
Customer Relationship Management (CRM),
Supplier Relationship Management (SUPPM),
Configuration Management (CONFM),
Change Management (CHM)
fitsm.eu
How can we assess that we have taken all the actions required to design the digital service?
You can use the following evaluation questions:
E.2.1.1 Has AS-IS been recorded before?
E.2.1.2 Has the service been redesigned/simplified within the limits allowed under the institutional framework?
E.2.1.3 Has the service execution flow been recorded and planned in BPMN?
E.2.1.4 The department’s procedure has already been entered in the ‘National Register of Administrative Procedures – Mitos’ (mitos.gov.gr)
E.2.2.1 Does the design of the service follow the user-friendliness rules set out in the Digital Transformation Bible?
E.2.2.2 Is the service designed following a civil-centric approach?
E.2.2.3 The content of the service has been recorded based on the Content Writing Guide
E.2.3.1 Does the design of the service follow the presentation rules set out in the Digital Transformation Bible?
E.2.3.2 Are the interfaces of the service designed according to the needs of the citizen (politico-centric approach)?
E.2.3.3 Has the User Interface (UI) of all displays of the service been designed in accordance with the Style Guide?
E.2.4.1 Has the user been designed to have the same user experience regardless of the digital access channel? (desktop/tablet/smartphone)
E.2.4.2 Has the digital service been designed so that the user has the same experience as the service provided by a physical channel? (KEP / public service / telephone)
E.2.5.1 Are good international practices respected so that the service is available within the widely accepted loading times? (page-speed best practices)
E.2.5.2 Is the service provided digitally using cloud computing structures through government clouds (G-Cloud)?
Golden Rules
Before proceeding with the design of the service, you must:
01. Analyse the existing procedure (as-is)
02. The existing procedure should be simplified (e.g. removal of unnecessary steps and/or functions)
03. Determine the steps of the process to be designed, the particularities of each step, and the necessity of operation per step.
04. The design of the user interface should follow the above actions
05. Designing the service to follow the design rules set out in the Digital Transformation Bible
06. The design of the digital service takes into account the omni-channel approach
07. The process can be presented and executed by the user in a period of time, which does not make it difficult to use or inefficient
What are the actions;
The technical and design specifications are defined, towards which the digital service should be harmonized (e.g. it should be available through a hyperlink with a gov.gr extension and be provided through many channels)
It clarifies the required features of the digital service (e.g. its name and description, responsible entity, users, contact details for service information, steps and actions, service delivery channels, quality levels and required interoperability) and creates a prototype of the service.
Define the infrastructure required to operate the service (e.g. network, servers, helpdesk, web-services, API’s).
The user interface of the digital service is designed.
Describe, from a technical and organisational point of view, the actions required to implement the service (e.g. ensuring technological infrastructure, reusing already existing building blocks).
In the event of digitisation of an existing service, the following steps must be taken:
The characteristics of the existing service (e.g. stakeholders, actions, steps) are recorded and any malfunctions (e.g. excess actions and/or steps) that need to be improved or redesigned are identified.
The existing service is simplified within the limits allowed under the institutional framework.
For a better understanding of the stage and actions, you can also see more information here
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 Portfolio Management (SPM),
Service Level Management (SLM),
Service Reporting Management (SRM),
Service Availability & Continuity
Management (SACM),
Capacity Management (CAPM),
Information Security Management (ISM),
Customer Relationship Management (CRM),
Supplier Relationship Management (SUPPM),
Configuration Management (CONFM),
Change Management (CHM)
fitsm.eu
How can we assess that we have taken all the actions required to design the digital service?
You can use the following evaluation questions:
E.2.1.1 Has AS-IS been recorded before?
E.2.1.2 Has the service been redesigned/simplified within the limits allowed under the institutional framework?
E.2.1.3 Has the service execution flow been recorded and planned in BPMN?
E.2.1.4 The department’s procedure has already been entered in the ‘National Register of Administrative Procedures – Mitos’ (mitos.gov.gr)
E.2.2.1 Does the design of the service follow the user-friendliness rules set out in the Digital Transformation Bible?
E.2.2.2 Is the service designed following a civil-centric approach?
E.2.2.3 The content of the service has been recorded based on the Content Writing Guide
E.2.3.1 Does the design of the service follow the presentation rules set out in the Digital Transformation Bible?
E.2.3.2 Are the interfaces of the service designed according to the needs of the citizen (politico-centric approach)?
E.2.3.3 Has the User Interface (UI) of all displays of the service been designed in accordance with the Style Guide?
E.2.4.1 Has the user been designed to have the same user experience regardless of the digital access channel? (desktop/tablet/smartphone)
E.2.4.2 Has the digital service been designed so that the user has the same experience as the service provided by a physical channel? (KEP / public service / telephone)
E.2.5.1 Are good international practices respected so that the service is available within the widely accepted loading times? (page-speed best practices)
E.2.5.2 Is the service provided digitally using cloud computing structures through government clouds (G-Cloud)?
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