The service digitization initiative is promoted by SMIT with the purpose of supporting the execution of public policies through digital platforms in the customer service channels SP156 and expanding citizens’ access to their rights. The focus on the citizen integrates the digitalization methodology that has been followed since 2019, seeking to include the point of view of end users in the development of digital services.
The journey of service digitization methodology has 6 macro steps:
1. Map potential services. A census of public services and their delivery channels should be carried out, in addition to mapping the service charts. This includes a quick analysis of the redesign potential of services and alignment between the parties involved to assign responsibilities, discussion of methodology and definition of deadlines.
2. Explore the problem. At this stage, the service is mapped considering the perspective of the citizens and the city hall. Ideally, interviews should be conducted with service users to visualize their journey and understand how their demands are met. Furthermore, the internal flow of the service is mapped identifying all stages, and can be represented through a service plan or blueprint.
3. Define the solution. The problems identified in the exploration of the previous step are translated into a summary worksheet and a results prioritization matrix. It is important to organize a visual form of what was collected and indicate ideas and actions to mitigate possible barriers in carrying out the service.
4. Build and test the solution Unlabeled. The construction of a prototype of the solution is important for carrying out the tests with users. The prototype allows the simulation of a real situation of requesting a service without the costs of a final development, bearing in mind that it will probably be necessary to make changes and adjustments to the products developed after carrying out the tests.
5. Deliver the new service With the prototype validated, it is time for the complete development of the solution. In addition, the servers responsible for the execution of the service must be trained in the use of the tool and the new service flow. After publication, there is a period of assisted operation, which can last between a week and a month.
6. Scale the solution. This is a step of engaging as many people as possible in digitalization with a focus on the citizen. It is important to encourage public servants to adhere to collaborative innovation and understand the importance of centralizing services in the citizen