Are You Satisfied with Our Services? - Case: Payment Denmark Mr. Yih-Jeou Wang, Head of International Co-operation E-mail: [email protected] OECD-ICA Webinar, 12 October 2016: Delivering an Improved Citizen Experience through User-Driven Design Approaches

PAYMENT DENMARK – A PART OF ATP ATP manages the payment of 2/3 of all Danish welfare benefits on behalf of a number of social security schemes and the public sector.

Payment Denmark (UDK) is an attempt to …. ● In 2013, ATP were took over 1,500 employees from 98 municipalities.

● All cost-savings are returned to the municipalities.

EUR 30 billions are paid every year.

1.3 million letters every year.

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2.3 million citizens are customers

2.5 million phone calls every year.

… reduce the cost of public administrations.

A FOCUS ON EFFICIENCY DOES NOT LEAD TO DISSATISFIED CUSTOMERS Large differences in productivity by the time of hand-over…

… afterwards 40 pct. improvement of productivity…

Processed cases per FTE for housing benefits

x7

… and at the same time high customer satisfaction

Source: Deloitte, ”Boligstøtteadministrationen. Pilotanalyse af stordriftsfordele i kommunernes objektive sagsbehandling” (2009)

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Payment Denmark: Customer Satisfaction SATISFATION OVERALL SATISFACTION  83 PCT.

SEARCH

FOR INFO

MAIN SEARCH AREA “BORGER.DK” (50 PCT.)

APPLICATION PROCESS

MAIN CAUSE OF DISSATISFACTION

“PROCESSING TIME TOO LONG” _______

SATISFACTION WITH BORGER.DK 84 PCT.

COMMUNICATION: 74 PCT. HELP GIVEN IN THE PROCESS: 73 PCT.

APPLICATION PROCESS  83 PCT.

INFORMATION GIVEN FOR APPLICATIONS  69 PCT. INFORMATION GIVEN AT APPROVAL  84 PCT. TIME FOR CASE PROCESSING  80 PCT.

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SIMPLE: 72 PCT.

ANSWERING

TIME

INFORMATION ON ANSWERING TIME FOR AN APPLICATION

57 PCT.

PROPER CASE HANDLING: 86 PCT. TRUST IN PAYMENT DENMARK: 91 PCT.

MANDATORY REQUIREMENTS FOR USERFRIENDLINESS • Language (11 check-list requirements): write simple, clear, and understandable. • Design, flow, and functionality (16 check-list requirements): design a logical, consistent, and simple user-journey.

• Data, components, and standards (8 check-list requirements): think about horisontal reuse of data, components, and standards. • Accessibility (12 check-list requirements): make your solution accessible for all. http://arkitekturguiden.digitaliser.dk/godselvbetjening (Only in Danish)

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WELL-FUNCTIONING AND USERFRIENDLY E-SERVICES Requirements include: - Short and precise formulations – no thanks to ”bureauocrathic language”.

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Screening of existing eServices.

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Status reporting related to mandatory eServices.

- Access to help.

-

- Summary of all entered data before submission.

Information and advise to authorities and it-developers.

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Joint communication, ICT skills development and assistance.

- Logic and intuitive graphical design.

- Functions in major browsers. - Receipt. - Reuse of data and components.

- WCAG 2.0 AA. 6

And what do we do to ensure compliance?

JOINT CAMPAIGNS • Multiple channels e.g. one-stop-shops, libaries, senior

Examples: • Web - www.borger.dk • Campaign section - http://goo.gl/dcIV3 • TV ad - http://goo.gl/JXDEk

citizen centres, daycare, tv, web. • Multiple tools e.g. tv ad, fliers, posters, web-banners marketing pack for reuse. • Clear corporate identity

e.g. use of logo, common look-and-feel. • Targeted e.g. channels, tools and style targeted to specific audiences. • On message

e.g. what can you do on borger.dk and which services are available.

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DEVELOPMENT APPROACH FOR BETTER CUSTOMER EXPERIENCE … working with the method service design in all phases of a project. Insight into customer needs: • Landscaping needs of citizens and businesses through qualitative interviews and the collection of quantitative knowledge (satisfaction measurements, web statistics, etc.) in order to identify obstacle. • Analysis of the customer journey and idenfication of difficulties; inspiration from best practice examples and tendencies in commercial solutions which are successful in creating a good customer experience. Requirements to the providers: • Using the insights of customers to list non-functional and functional requirements. • Sketching the ideal picture of how to work with a outside-in and inside-out thinking. • Development takes it starting point in co-creation with customers, including using conceptual design and prototyping which are tested with customers. Common public standards and ongoing tests in the development process: • Using common public standards (e.g. for user-friendliness and accessibility, including testing) pro-actively in planning and implementation of a project. • Conducting larger and smaller user tests of customer experience in order to adjust the development process in order to maintaining focus on the customer experience and the understanding of the user interface and the linkages between channels.

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KEY PUBLIC DIGITAL INFRASTRUCTURE COMPONENTS If services or components for sharing exist public sector bodies must use them. Security: - civil registration number, national eID, federated user management. Messaging: - digital post solution, remote printing, text-message reminder service Core data: - authoritative basic data, data distribution solution Portals: - citizen portal, business portal, health portal Payments: - designated default bank account, payments service, eInvoicing

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STAY IN TOUCH Mr. Yih-Jeou Wang @yihjeouwang [email protected] Website digst.dk/english Newsletter in English digst.dk/Servicemenu/English/News/Newsletter

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