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MyGov, citizen centric service
Miquel Estapé. Open Government of Catalonia
Universite Europeenne Innovation Publique
The Camp, Aix-en-Provence. 10th of July 2018
Tràmits des del mòbil
The Challenges
• Data is the new oil of the 21st
century
• Governments have a huge amount of citizen information
but they are not taking advantage of it to provide better
services.
• New generations expectations are much higher
than in the past
• Some of the demands are to improve customization,
proactivity, usability, trust and cross-government
approach.
• Public services are usually developed to meet the
administration interests
• Governments must use co-design methodologies putting
citizens at the center when designing the services so that
they fulfill the citizen needs and expectancies
Ideal
Government
services
• Simple
• Cross-cutting
• Customized
• Proactive
• Omni channel
• Trustworthy
• Focused on life
events
···
Citizen Centric strategy
Satisfaction surveys
User ideas
Online
Challenges
Co-design
workshops
Behavior
analysis
Data science
What data do
Governments
hold about me ?
What are the
status of my
procedures?
What are
Governments
doing with my
personal data ?
What can
Governments
do for me?
Citizen’s questions about their data
MyGov challenge
How might Governments provide a
custom, proactive and trustworthy
relationship to Citizens using their personal data?
Legal
evaluation
Data
science
analysis
Research
Co-design
Prototype
Validation
with end
users
Process
Legal
evaluation
Data
science
analysis
Co-design Prototype
Validation
with end
users
Process
Online
challenge
Public
employees
Workshop
with public
employees
Workshops
with
citizens
Public
Employees
validation
Citizens
validation
Data science analysis
Data science analysis
Conclusions
• Little data
• Early adopters:
Citizens with
Social needs
• MyGov Social
Mobile First
MyGov Social
Develop a solution that provides a customized, proactive and
trustworthy relationship to citizens with social demands
using their personal data and mobile first
Citizens don’t go to
Government websites
The Government sends to
your mobile phone proactive
custom recommendations
Citizens authenticates to
access MyGov using a
mobile 2FA mechanism
Citizens access the custom
recommendations for them
and at that time
Citizens can review the
recommendations and
submit the form
Citizens can have a quick
look at all their activity with
all Governments
Citizens can check their
personal data in
Governments registers
Citizens can review the status
of all their procedures and all
the queries done by
Governments about their
data
2018.07.10 MyGov citizen centric service. Université de l'innovation publique territoriale. Aix-en-Provence
2018.07.10 MyGov citizen centric service. Université de l'innovation publique territoriale. Aix-en-Provence
Benefits for
Citizens
•Empowerment and
increased
confidence
•Increased
satisfaction
•Savings of
time/costs
•Less stress: they
know all the
entitled benefits
Benefits for
Government
• Better valuation
by citizens
• Services provided
to citizens in need
• Savings in
time/costs
• Increased
satisfaction of
public employees
Ultimate goal: Making Life Easy for Citizens

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