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