“We are very pleased with the way you lead the team, facilitate discussions, and bring important issues to the table. We appreciate how you challenge our thinking and suggest better, and above all, user-centric solutions—even when we don’t always ask for them.”
User focus as a core strategic capability
Service design and the involvement of different user groups at the heart of the statement service. Customer focus is a way of thinking and acting that is widely evident in various areas of the ministry, but in developing the new service, it was important to be aware of the current state of affairs, the shared definition of customer focus, and its concrete manifestation in the service.
The project was executed by Gofore.
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Customer focus was identified as a strategic core competency of the Prime Minister's Office, but its current status in different parts of the Statement Service was not clearly defined. The key challenge was to understand how customer focus is implemented in the current Statement Service and to identify areas for development where customer focus could be strengthened.
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To map the current situation, an extensive survey was conducted with various stakeholders using interviews (15 ministries and civil servants as well as users from other organizations) and service observation, which provided an in-depth picture of the implementation of customer focus.
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The work resulted in a clear description of the current situation and a framework for customer focus. The survey showed that customer focus was implemented in different ways in different parts of the service, which is why the description of the current situation was divided into user-specific sections.
Based on the analysis of the current situation, concrete recommendations were made for developing customer focus at both the management level and in operational activities. In addition, we identified how customer focus was reflected in the service structures and organization.
Service design | Expert interviews | Workshops