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Human-centred service delivery

8fadc4cc83e533c19a6d13db9d46cb3e?s=47 kyliehavelock
November 08, 2018

Human-centred service delivery

Case studies of human-centred service delivery, presented at the FWD50 tech conference in Ottawa



November 08, 2018


  1. Human-centred service delivery @kyliehavelock

  2. Hello FWD50! @kyliehavelock

  3. None
  4. Welcome to Ottawa!

  5. None
  6. None
  7. None
  8. Technology is easy.

  9. Technology is easy. Government is hard.

  10. Technology is easy. Government is hard. People are hard.

  11. None
  12. Largest transactional service in the Ministry of Justice 1.3m paper

    forms posted each year
  13. Offenders who maintain family relationships and receive visits while in

    custody are 38% less likely to reoffend
 than those who do not receive visits
  14. 70% of bookings made online Fully accessible Live availability of

    visiting times
  15. Saving 2 minutes
 per booking 23
 full time staff freed

    up to focus on safety and rehabilitation
  16. None
  17. 200,000 people became Canadians citizens Last year

  18. Legislative improvements to the Citizenship Act have prompted an increase

    of 40% in the number of applications
  19. 95% of users notified by email Clear, simple and easy

    to understand Positive tone
  20. 70% fewer paper requests 10% to 3% reduction in the

    number of requests needing follow-up from staff
  21. Technology will not solve your business problem.

  22. Technology will not solve your business problem. People will.

  23. Thank you FWD50! @kyliehavelock