Service prioritization

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.

Service Prioritisation Roadmap

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

Activites / resources

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

• Set one or two exemplar services from quadrant A to work with implementing the GovStack approach to digital service co-design and delivery

• 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.

  • 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 IM BB.

  • 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:

2MB

KrattVisionPaper.pdf

pdf

2MB

Next Generation Digital Government Architecture (1).pdf

pdf

Responsabilities

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

Deliverables

• Service prioritization criteria

• Ranked priority services