Service Design in the Public Sector - Applying a stakeholder-centered design approach to addressing tax related needs of danish residents working abroad
Authors
Bertelsen, Asta Schou ; Sigtryggsdóttir, Ingibjörg
Term
4. term
Education
Publication year
2017
Submitted on
2017-07-31
Pages
198
Abstract
Service design vinder indpas i den offentlige sektor, også i Danmark. Kommuner, sundhedsvæsen og skatteforvaltningen (SKAT) ansætter service designere, uddanner medarbejdere og tilpasser metoderne. Service design hjælper med at se ydelser på tværs af myndigheder med et end-to-end perspektiv (fra første kontakt til løsning) og fra overflade til kerne (fra borgerens møde med systemet til de bagvedliggende processer). Det kan både øge effektiviteten og give borgerne en bedre oplevelse. For at undersøge, hvordan service design kan praktiseres i dansk kontekst, samarbejdede specialets forfattere med SKAT om et designprojekt, der skulle forstå behovene hos danske bosiddende, der arbejder i udlandet, og hvordan SKAT kan imødekomme disse. Processen var iterativ, agil og stakeholder-centret, dvs. at både brugere og andre berørte parter blev undersøgt og inddraget. Metoderne omfattede en samskabelsesworkshop, interviews med user journey mapping, deltagerobservation, spørgeskemaer, skitsering, prototyping og validering med brugere. Resultatet er et serviceforslag med en digital webapplikation kaldet UT samt anbefalinger om tættere digitalt samarbejde mellem relevante myndigheder og de involverede lande. UT præsenteres som et Minimum Viable Product (MVP), dvs. en første brugbar version, der hjælper danskere, som arbejder i Norge, og rummer en vision for skalering. Med afsæt i det gennemførte designarbejde, desk research og drøftelser med praktikere giver specialet anbefalinger til, hvordan service design kan anvendes i den danske offentlige sektor, særligt i skatteforvaltningen. Specialet består af to dele: en procesrapport, der beskriver og diskuterer designforløbet, samt en præsentationsrapport, der fremstiller serviceforslaget.
Service design is gaining ground in the public sector, including in Denmark. Municipalities, healthcare and the tax authority (SKAT) are hiring service designers, training staff, and adapting the methods. Service design promotes a holistic view across agencies with an end-to-end perspective (from first contact to resolution) and a surface-to-core view (from visible touchpoints to the back-end processes). This can improve efficiency and create better experiences for citizens. To explore how service design can be practiced in the Danish context, the authors collaborated with the Danish Tax Authority (SKAT) on a design project to understand the needs of Danish residents who work abroad and how SKAT can support them. The process was iterative, agile, and stakeholder-centered, meaning that both users and other affected parties were researched and involved. Methods included a co-creation workshop, interviews with user journey mapping, participatory observation, questionnaires, sketching, prototyping, and user validation. The outcome is a service proposition consisting of a digital web application called UT, plus recommendations for closer digital collaboration between relevant authorities and the countries involved. UT is presented as a Minimum Viable Product (MVP)—a first, usable version—that supports Danes working in Norway, with a vision for scaling. Based on the design work, desk research, and discussions with practitioners, the thesis offers recommendations for applying service design in Denmark’s public sector, particularly within the tax authority. The thesis is presented in two parts: a Process Report describing and discussing the design process, and a Presentation Report outlining the service proposition.
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