Malta Servizz.gov One Stop Shop Addressing the digital divide and 24/07 Pirotta Winston 16th May 2017

The changing Maltese landscape

Innovation in Service Delivery

Customer GoM Public Service Guiding Principles VOICE DESIGN PACKET Getting to know the customer - 6W model Who is the customer? What does the customer want? Where is the information the customer needs? When does the customer need the information? Why does the customer need the information? How can the information be made available to the customer? How can the customer experience be improved? GoM Public Service Guiding Principles VOICE DESIGN PACKET ACCOUNTABILITY

Servizz.gov Government of Malta – One Stop Shop initiative Government Services at the Heart of the Community Multiple-channel access to governmental services to citizens, Integrated government services, Single-platform connectivity across Servizz.gov and Government entities.

Servizz.gov Bringing together the online and offline communities Online community Website Email Mobile services - apps Offline community Freephone Regional hubs Malta has managed to address the digital divide by providing different channels Keeping the personal touch while addressing the growing online community.

Customer Channels Engaging the customer anywhere, anytime

Customer Channels Engaging the customer anywhere, anytime

Citizen comments: Government of Malta – One Stop Shop initiative “I think that at some point in your life everyone will come to use this service” “I can tell that they were very helpful because there were things that I did not know about” “The agent helping was very nice and friendly and she gave me a lot of help” “There is only one telephone number to remember, I though how convenient!” “I totally get the concept, it is really nice to know that someone has thought about this!”

Stakeholder comments: Government of Malta – One Stop Shop initiative “The moments I love is when they thank me and think that I am doing an amazing job” “A person called, I gave the options, I told her she could do it online, and went through step by step, she was very happy” “We are happy to be part of the service because we think that we are reaching better to the general public, it is another tool for us and it was very welcome” “I think it is working well, even if one customer can find the information closer to home, then it is a success” “This is a positive. We are targeting more people now”

Challenges Stakeholder commitment Staff motivation Citizen take-up Supplier management Inter-minister relationship Staff motivation Commitment to improve service Staff turnover Citizen take-up New services Customer satisfaction Brand image

Moving onwards getting closer to the citizen Mobile Applications (mServices) Getting New Services On-board Opening New Sites and KOISKS (feasibility study) Citizen Portal Social Media channels

Servizz.gov – at the heart of the community

Thank You Winston Pirotta winston.pirotta@gov.mt