Successful Public Digital Transformation achieving concrete gains
Background and challenge
The State Administration had the ambition to be more efficient and gain higher citizen satisfaction by means of digitisation. A new IT Platform was chosen to replace old infrastructure, and we were given the responsibility of designing a better user experience for citizens who apply for separation and divorce.
Since 2015 Charlie Tango has been the State Administration's advisor and partner on their Digital Transformation.
Following an initial project of redesigning the self-service solution in the divorce area, it became clear that there was a need to look at the entire user journey that citizens have in relation to The State Administration competence areas. Citizens and their needs were defined as a main driver for business objectives and requirements.
Our contribution was to identify the users needs through research, visit to call center and interviews with caseworkers and citizens. Based on insights we shaped user journeys for a number of citizen profiles and together with the formulation of 5 UX principles we gave The State Administration the fundament for their continued work of transforming the organization from an inside-out perspective to an outside-in approach.
Since then Charlie Tango has continued to redesign self-service solutions in the contribution area and has worked to handle user journeys towards municipalities and other relevant authorities so that citizens can get a better overall user experience across the Public sector in the family area.
Within the first year the State Administration was able to achieve a total annual saving of approx. 15 million. DKK in the divorce area (amounting to about 50% reduction of total costs). Due to the new design of the self service solution 99% of all forms are now filled correctly by the citizens and the need for support dropped from 12% to 5% leading to a reduction on the time spent on case processing by 30%. At the same time the State Administration has achieved a higher user satisfaction in the divorce area.
Stats for the first 6 months