Digital Government: Designing customer centric organization

Transformation of services using with customer centric principles & best practice

Created by: Olga Isakova
Digital practice Academy

What Will I Learn?

• Analyse Government’s evolution phases to evaluate your current maturity phase and future strategic goals
• Understand how to move from department-centric to customer-centric organization model to be able to provide real user-centric experience to citizens
• Apply key principles of E-Government digital transformation concept of Tallinn’s Declaration into your digital initiatives to insure successful execution
• Evaluate and adopt best practices in digital transformation approaches given in 3 case studies: Seoul, Singapore, Ghent
• Use User-centricity principles of Tallinn’s Declaration to transform your existing or creating new public services to achieve higher citizens’ s satisfaction
• Analyse key success factors and benchmark with the best market practises in EU and Asia in implementing user-centricity design principles (12 case studies)
• Apply Digital Service Standards developed in Australia Government to create high-quality public services that meet the needs of users
• Understand citizens needs that affect their behaviour and satisfaction in interaction with public administration
• Identifying internal and external drivers that creates new trends in public services around the world and learn to anticipate them
• Argumentatively and persuasively elaborate on necessity to transform public services to successfully lead the change throughout your organisation

Requirements

• No programming skills required

Target audience

• Digital transformation teams including CDTO, CIO, CISO,CDO etc
• Heads of any government departments or offices at any level or functionality
• Any employees