Enhancing voices of Botkyrka
Service design
for Botkyrka
Service design
for Botkyrka
Botkyrka municipality was in need of gaining insights into the residents' influence in the municipality and identifying: What does the relationship with Community services look like (possibility to influeance, municipal service and support in contact with other social actors) at the geographical location in Tullinge?
Botkyrka want to investigating how they can create more equal opportunities and improve their services for their citizens. We want to know more to be able to make strategic decisions about how we should work with service and impact. Greater opportunity to influence and take part in the municipality's service contributes to increased trust and greater satisfaction
The result showed that the residents are in need of a simpler processor to send in comments digitally. The older target group needs to develop their digital skills and demand persons from the municipality to come out to public places within associations and give lectures on digital skills to increase their knowledge.
The residents are not aware that the citizen's office in Tullinge is open. This makes it difficult for the target group to express their voices if the digital competence is weak and even then if they do not know that the office is open. The elderly people therefore is in need of achieving digital knowledge to increase their digital skills.
To understand how Tullinge works with community services in relation to their residents, we went out into the field to interview those who work closely with the residents.
The interviews provided insights into how the process for reporting a case to the municipality is carried out and how these are currently answered by the employees in the office and how the questions and cases are involved at micro, meso and macro levels.
The result showed that the residents are in need of a simpler processes to send in comments digitally. The older target group needs to develop their digital skills and demand people from the municipality to come out to public places to give lectures about digital skills to increase their knowledge.
The residents are not aware that the citizen's office in Tullinge is open. This makes it difficult for the target group to express their voices if their digital competence is limited and if they do not know that the office is open. How are they then suppose to feel any inclusion?
Based on the interviews with the residents and offices, three personas were created which represents the residents target groups.
Per loves to live actively, he cares about his municipality, however, Per is concerned that Tullinge is growing a lot and quickly. He is not too confident in using digital tools but has a bit of knowledge.
Agneta is active in the municipality, loves to swim and exercise. However, not comfortable with digital services. Agneta prefers to call or visit the citizen's office, but lacks easily accessible information in physical format.
Feels that things can be improved in the municipality, but lacks motivation to act for change.
Thanks to the design of personas, it was clarified what problems the residents were facing.
Several residents who are in the older age group lack of digital skills. By investing in resources to raise it, we make it possible to raise their voices.
Several residents who are in the older age group are lacking digital skills. By investing in resources to raise their skills, we therefore can make it possible to raise their voices.
The municipality has limited activities possible for all the target groups involved. Thus, neither young people nor the elderly can find activities to do as Tullinge does not offer it.
This customer journey is the desired goal and outcome that the residents wants to achieve, when they contact the municipality or the citizens office to experience that their voices are made visible.
Here I present some solutions which could help Botkyrka enhance their voices of their inhabitants and thereby increase their potential to further influence their community and public services