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Service blueprinting involves developing a step-by-step rundown of how a government delivers a service and how a resident applies for such a service. Such a process map makes it easier to spot problems and opportunities for improvement.
1 Use interviews and surveys of individuals and groups to capture their experiences.
2 Observe the process of public servants and residents going through the process.
3 Do this work collaboratively to identify existing problems or predict points of failure or opportunities for improvement.
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Customer actions: the steps a customer must take in chronological order to receive the service
Employee actions: the steps an employee must take in chronological order to deliver the service
Face-to-face contact: any live interactions that are part of that process
Virtual contact: any phone calls or web-based interactions that need to take place
Support processes: additional interactions, including interaction with anyone who is not a contact employee but is necessary for the service to be provided
Conditions: the conditions under which the service is provided, for example, the physical condition of the office
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Having trouble with this exercise? Get in touch with us: hello@solvingpublicproblems.org