- Posted by lirdi
- On January 12, 2018
The impact of innovation on the employment services !
Have you ever asked yourself what they had in mind when they invented bureaucracy?
Lack of formal processes over time has led to a fairly chaotic and ineffective service delivery model that results in poor citizen satisfaction .
If the challenge in public service delivery was to make easy tasks really complicated?
Well, we at ADISAlab decided to change this and to put the citizens in the center of our attention by developing an effective service management that improves the value of services delivered! To do so, we try to acquire as much information and skills as possible and this is why three of us last week attended a workshop on the public service redesign provided by the National Employment Service (NES) in Albania which focuses on the needs of young beneficiaries.
Divided into 2 groups we created a service managment roadmap of how the service is now and how ideally could be in the future from the NES point of view. During this proccess we identified the current state of service management and then – focused on the citizens needs – we tried to find a way for service delivery optimization based on IT solutions and a service culture methodology that is customer focused.
During the two days we learned how using a human-centered approach to design and development has substantial economic and social benefits for users, employers and suppliers.
We increased our ability to consider human dignity, access, and ability roles when developing solutions while studying the access of young people to the NES.
Systems designed using human-centred methods improve quality by increasing usability for people with a wider range of capabilities and thus increasing accessibility, by improving user experience and thus reducing discomfort and stress.
ADISAlab : All eyes on citizen !
Hashtag it people: #ADISAlabgoesto because we are on board!
CH.W & L.C