How the voices of the stakeholders can help shape digital services in the government

How the

VOICE OF STAKEHOLDERS can help to shape digital services in the government?

Haoting Chang

Public Digital Innovation Space, Taiwan

Calling from

Mountain

200+ mountains that are over 3000 meters managed by many different departments

Challenges?

Disappointment for the 6/30 launch

Legacy systems and rules

“ User centric”

User centric

Participation officers

Solutions?

From applying 4+ different systems to an integrated service experience

From a government centered system logic to a ‘human’ centered service design

Design thinking inspired process

CHALLENGE

Researches

DEFINITION

Interviews

How might we…

SOLUTION

User testings

Design thinking inspired process

CHALLENGE Researches

DEFINITION Interviews

How might we…

SOLUTION User testings

Design thinking inspired process

CHALLENGE

DEFINITION

Researches

Interviews

9/6 Collaborative Meeting

How might we‌

Sep. Digital dialogue Polis

SOLUTION User testings 10/31 Multistakeholder Forum

Design thinking inspired process

CHALLENGE Researches

DEFINITION Interviews

9/6 Collaborative Meeting

How might we‌

Sep. Digital dialogue Polis

SOLUTION User testings 10/31 Multistakeholder Forum

National park Participation Officers

Forestry Bureau

Rescuer

Hiker

Facilitator

All stakeholders
 involved
 All needs included

Travel agent

Mountain guide

Empathy Immersion Understand others’ challenges and experiences

Brainstorm with everyone Find directions that fit most

Design thinking inspired process

CHALLENGE

DEFINITION

Researches

Interviews

9/6 Collaborative Meeting

How might we‌

Sep. Digital dialogue Polis

SOLUTION User testings 10/31 Multistakeholder Forum

Listening at scale with Pol.is

Design thinking inspired process

CHALLENGE

DEFINITION

Researches

Interviews

9/6 Collaborative Meeting

How might we‌

Sep. Digital dialogue Polis

SOLUTION User testings

10/31 Multistakeholder Forum

Multi-stakeholder Forum the day before launch

Stakeholders and KOL sharing

Design thinking inspired process

Implementation

CHALLENGE

DEFINITION

Researches

Interviews

9/6 Collaborative Meeting

How might we‌

Sep. Digital dialogue Polis

User testings 10/31 Multistakeholder Forum

From a launch = complete mindset to build - test - repeat philosophy

Today!

Expand applications Open API Specification 3

Design thinking inspired process

Implementation

CHALLENGE

DEFINITION

NITION

Design thinking inspired process

Implementation

What has been a wow?

From blame to feedback

Proud to be part of it!

Credibility & responsibility

Participation -> Active sharing

Just like hiking “ It’s challenging, there are still ways to go.

But at least we started.”

The dream project!

Interface

Service

Engagement

It’s just a start!