Better Digital Services in Government

Customer Experience Innovation at City of Toronto

The materials provided include a clear articulation of the project goals, the product vision, problem statement, methodology and a high-level timeline of project activities and deliverables. The report includes findings, artifacts and insights from the research activities.

The report also presents the outcomes of the project and how it influenced the design strategy for the proof-of-concept (PoC) for digital payment services and the longer-term impact on the City’s digital services modernization efforts

Project Brief:

The City’s digital services modernization project is an opportunity to make the City’s digital tools “simple, reliable and connected to anticipate changing customer needs, and improve the lives of its residents, businesses and visitors”

There was a strong appetite from the City leadership to test new digital tools that would improve the City’s ability to modernize service delivery and achieve strategic opportunities made possible by digital service delivery. An example includes increasing the adoption of digital self-serve options that lower the cost of service delivery, improve the City’s ability to leverage data for analytics and improve the customer experience.

Task:

Following a preliminary partnership with PayIt (a digital payments services platform), the City committed to testing a proof-of-concept (PoC), that will be used for paying Property Taxes, Utility Bills, and Parking Tickets

However, without a coherent understanding of our customers, to guide how new technology is adopted and delivered, technology solutions can be “hammers in search of nails”, and there can be a temptation to grab the “shiny new thing”.

Instead, customer expectations were established as a key driver of modernizing and enabling digital service delivery for the City.

[Tags]: Economy, Technology, Values

Case Study - Digital Payments - City of Toronto - Draft

For this project, I played the role of the Manager, Design Strategy who was tasked with putting together the project plan and executing the research activities alongside a team of junior practitioners and external consultants.

Better Digital Services in Government

Customer Experience Innovation at City of Toronto

The materials provided include a clear articulation of the project goals, the product vision, problem statement, methodology and a high-level timeline of project activities and deliverables. The report includes findings, artifacts and insights from the research activities.

The report also presents the outcomes of the project and how it influenced the design strategy for the proof-of-concept (PoC) for digital payment services and the longer-term impact on the City’s digital services modernization efforts

For this project, I played the role of the Manager, Design Strategy who was tasked with putting together the project plan and executing the research activities alongside a team of junior practitioners and external consultants.

This report was completed independently.