Webinars - OECD and ICA bringing knowledge and experience through dialogue

Report: Delivering an Improved Citizen Experience through User-Driven Design Approaches

Over 40 participants from 23 countries took part in the webinar themed “Delivering an Improved Citizen Experience through User-Driven Design Approaches.”

User-driven design approaches which bring the citizen or customer into the process from the initial designs through the development and testing process can ensure that the services launched meet their needs.

  • What are the issues you are facing as you design government services?
  • How have you accelerated the creation of government services that are meeting the expectations of the public?
  • How does your government engage with the public to understand their expectations? How do you know what matters to your customers?
  • How did you measure success in meeting the citizen’s expectations?

We will continue the conversation at the ICA Conference in Medellin, Colombia in November.

For a full report and presentations of the webinar:

Read More

 

Ms. Alanna MacDougall

Alanna MacDougall

Director of Service Strategy

Alanna MacDougall has worked at Immigration Refugees and Citizenship Canada since 2002, and is currently the Director of Service Strategy. Prior to her current position she worked in the areas of citizenship policy and immigrant integration policy. Alanna has degrees in political science, linguistics, and immigrant settlement studies and has conducted academic research on the use of technology skills training in refugee camps as well as foreign-language accent as a barrier to labour market access.

 

Mr. Bald Herreman

Bald Herreman

IT Service Manager of Fedict

Mr. Bald Herreman is the IT Service Manager of Fedict which is the Belgian Federal Public Service for ICT. Before joining Fedict, Bald worked in the telecom sector. He is the product owner and service manager for the Federal public sector ecosystem.

“Mr. Herreman will explain how Belgium has adapted its public sector back office infrastructure into a citizen/industry oriented ecosystem to deliver a better user experience.“

Mr. Ryan Androsoff

Ryan Androsoff

Senior Advisor in the Chief Information Officer Branch of the Government of Canada's Treasury Board Secretariat

Ryan Androsoff is an international expert on digital government and a passionate advocate for the increased and effective use of social media, collaborative technologies, and open data in the public sector. Ryan recently completed a 1-year assignment with the OECD in Paris, France where he was involved in a number of digital government projects including reviews in Northern Ireland, Slovakia, and Morocco as well as open data capacity building in the Latin American and MENA regions. Since 2010 he has served as a Senior Advisor in the Chief Information Officer Branch of the Government of Canada's Treasury Board Secretariat, where he is currently working on initiatives to improve digital service delivery capacity across the federal government. His work at Treasury Board Secretariat has also included leading the development of the first government-wide social media policies, managing the GC2.0 Tools team responsible for the Government of Canada's internal on-line collaborative platforms (GCpedia and GCconnex), and advising senior management on policy innovation and the use of digital technologies in government.

Ryan’s career has also included serving as an advisor to Canada’s Minister of International Cooperation at the Canadian International Development Agency (CIDA), and working at the World Bank in Washington, DC on initiatives to promote results- based management in international development. Ryan is a graduate of the Harvard Kennedy School of Government in Cambridge, Massachusetts where he earned a Master in Public Policy degree. Ryan also has an Honours degree in Public Affairs and Policy Management from Carleton University in Ottawa. He was born and raised in Saskatoon, Saskatchewan.

 

Mr. Yih-Jeao Wang

Yih-Jeao Wang

Head of the Director-General’s Secretariat, Ministry of Finance: Agency for Digitalisation, Denmark

Yih-Jeou Wang is Head of the Director-General’s Secretariat and is responsible for international co-operation at the Agency for Digitisation within the Danish Ministry of Finance. He returned to Danish civil service in 2010 after five years as Head of Unit in the OECD leading OECD’s activities in the area of ICT use in the public sector (e-government). He joined the OECD in 2005 from a position as Head of Division in the Danish National IT and Telecom Agency responsible for national and international ICT security policy. He has for a period of more than 20 years been responsible for policy and strategy development of Information Society and e-government in different ministries (Finance, Education and Research, and Science, Technology, and Innovation), and has in a short period worked as a senior adviser in the Confederation of Danish Industries responsible for the development of e-business policies and strategies for Danish industry. He has for more than 15 years been an external examiner at the IT University of Copenhagen and Copenhagen Business School.

Mr. Wang will present “Are you satisfied with our services? The case of Payment Denmark - a shared service centre for public payments." "Payment Denmark is a shared service centre for public payments such as different types of social benefits and pensions. It services a large vulnerable segment of our population eligible. Payment Denmark is as such one of the key public service providers of digital services. Together with other public authorities, they provide public services made mandatory by law to use online. The presentation will take a closer look at the efforts done by the Danish public authorities to make digital service provision even more user-friendly and easily accessible to citizens - shifting the focus from single services to sets of services in life-events."

 

Delivering an Improved Citizen Experience through User-Driven Design Approaches

Join us on October 12th at 14:00 UTC for another
webinar organized between ICA and OECD!

With user expectations changing rapidly, how can we bring the citizen into the design process from the initial design through development and testing? Customer experience is driving digital transformation. Therefore, understanding how all these disciplines have been implemented in different types of systems could be beneficial if you are designing citizen services. Speakers from Canada, Belgium, and Denmark will share their expertise and experience.