Human-centred service delivery

Case studies of human-centred service delivery, presented at the FWD50 tech conference in Ottawa
https://fwd50.com/session/case-studies-going-digital/

Transcript

1. Human-centred service delivery @kyliehavelock
2. Hello FWD50! @kyliehavelock
4. Welcome to Ottawa!
8. Technology is easy.
9. Technology is easy. Government is hard.
10. Technology is easy. Government is hard. People are hard.
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
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