- Posted by lirdi
- On February 28, 2018
Perfection through training
Hey guys! Have you been missing us? We have been a little busy training, to give you the best international practice on how to improve public services.
What did we do? Well, we contracted a well-known expert in the field, Ms. Meredith Brown from Canada. She came in Tirana on January 15 and trained us until the 26th. It was our first intensive two-week training that we went through a long process, to understand citizens’ needs, and especially, to whom we will dedicate our next project.
Since we work for ADISA, we are committed to the modernization of public services. Firstly we created our universe of services and the journey map of our users. Meredith taught us how to approach the problems that any of our users may have experienced. We learned a new methodology to help us: Bootcamp Bootleg, a human-centered design process including empathizing and defining the problem, as well ideating, prototyping and testing the solution too. And, yes sir, we boarded on a new project: Services without barriers!
Our challenge was to identify all the problems that people with disabilities have experienced during the application for a public service in Albania. We started to understand the importance of each detail, as if it was unique and the most important of all. How superficial have we been and how bad we felt about all that we learned during our visits on the desks? You will not imagine!
Then, we turned into energy all the disappointment for the many difficulties that a person with disabilities experience when applying for a public service. They were numerous! Bad infrastructure, missing ramps, high desks, no braille signs, no language signs, and no staff trained to help them and last but not the least, no empathy.
That is why we called our project “Services without barriers”. Because every person is important and shall have the ability to reach a public service without having any barriers, whether physical or mental. We wanted to help people with disabilities to access public services as if they had no disability and be happy with the offered service.
Therefore, at the end of the training we presented this project to people with disabilities and civil society representatives. We were delighted to know that Service without barriers represents the first step and a big step into giving the possibility to access public services to people with disabilities and we look forward to implement it ASAP!
Be on board in with us.