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  • GovStack Implementation Playbook
    • GovStack overview
      • Governance model
      • Engagement
    • Building block approach
    • Adopt GovStack
      • Maturity assessment
      • Digital strategy
      • Reference architecture
      • Service catalog
      • One-stop-shop
      • Service prioritization
      • Design & delivery
        • GovStack design principles
        • User journeys
        • Service blueprint
        • Wireframes
        • Prototype
        • GovExchange
        • Launch the service
    • Scaling strategy
    • Digital team composition
      • User profiles taxonomy
    • Learning and exchange
      • Capacity building
        • Framework
        • Journey
        • Digital skills
        • Capacity assessment
        • Academic support
      • Artefacts
    • Change management
      • Approach
      • Models
      • In practice
      • Skills & competences
    • Contributors
    • Terminology
    • Version history
      • Release notes
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  1. GovStack Implementation Playbook
  2. Adopt GovStack

Service prioritization

PreviousOne-stop-shopNextDesign & delivery

Last updated 1 year ago

Service prioritization & ranking

Defining which services should be digitized first varies from country to country. Prioritization criteria are usually based on selecting high-impact use cases for citizens and businesses and the feasibility of digitalizing them using current and future reusable software components/building blocks - the Country´s technology stack.

The experience gained from deploying and integrating different software components/building blocks and designing the underlying systems needed to enable the priority use cases allows digital teams to gain the necessary experience to work with a building block approach. As more services are developed with reusable software components/BBs, the faster each design and delivery cycle becomes reaching scalability in a more sustainable and cost-efficient manner.

  • Rank the catalog of services based on your country´s criteria for impact and feasibility.

  • The below criteria are a reference. Each digital team can calibrate current criterion according to information availability, context & needs:

Strategic importance

Users demand

  • Number of transactions per month

  • Number of service users

  • Is a cross-border service

Impact

Complexity to access the service

  • Number of in person visits to a government office (customer visits required to get the service)

  • Number of prerequisites and documents

  • Time to response from Government to get the service (days/months)

  • Steps for follow-up & tracking

  • Number of Govt agencies involved

Government Impact

  • Environmental footprint (Documents, commutes.)

Business impact

  • Public Private Partnership

  • Attraction of Foreign Direct Investment

Technical impact

  • The service is a shared service, like Identity, payment, digital signature, among others that can be re-use and integrated with other government entities systems to enable digital services.

Technical feasibility

Technical capacity

  • Digital skills required to enable the digital service

Financial resources

  • Degree of existing Building Blocks that can be reuse to enable the service

Reliance on other technologies

  • Degree of existing infrastructure

Political feasibility

Political acceptability

  • Alignment with national digital agenda - Services that a presidential or ministerial commitment.

Regional harmonization

  • Data Taxonomy / Semantics

  • Regulatory synergies

Stakeholder consensus

  • Number of Govt Agencies involved in the user journey that work well together

  • Continuously recalibrate the ranking based on:

    • Learnings of the different design and delivery cycles and as re-usability of BBs become common practice across digital teams.

    • Re-designing user journeys based on live events and proactively delivering them using event-driven architectures. Refer below examples from Estonia's vision documents on proactive services and event-driven architecture:

Who does what:

  • Head of Service Design - Lead the integration of the service catalog.

  • Service Design and Delivery Focal point - Complement and update the service catalog with services from their organizations. They follow up and coordinate the actions within their organization to digitize services according to the approved digitization roadmap

  • Service prioritization criteria

  • Ranked priority services

More information on how to deploy and integrate building blocks to enable digital government services is available in the .

Set one or two exemplar services from quadrant A to work with implementing the GovStack approach to

Simplification measures applied to the service catalog. For example, eliminating services associated with getting documents that another government entity requires by automatic consultations to different registries in government entities using .

GovStack Sandbox documentation
digital service co-design and delivery
IM BB
2MB
KrattVisionPaper.pdf
pdf
2MB
Next Generation Digital Government Architecture (1).pdf
pdf
Service Prioritisation Roadmap