public services

Becoming Digitally Resilient: Understanding the Gap between Online Government Services and Low Ability Users

Presentation slide: Photograph of a person at a desk with a lap top and computer mouse and a smartphone. They are writing in a small spiralbound notebook.
YONI LEFEVRE STBY bv DOROTA GAZY STBY bv In the Netherlands, approximately 2.5M people struggle to use technology in their daily life and are unable to use online governmental services independently. People with low digital literacy are increasingly feeling left behind by the digitalisation of society. Even though this group is very diverse, what they have in common is getting stuck at some point when they are in a digital environment, e.g. when filling in digital forms. The Dutch government wants to provide more effective and appropriate help by designing more accessible online services and offering different types of support. To support this, STBY was commissioned to do qualitative research to better understand the experiences of people with limited digital skills. The ethnographic methods used in the project enabled the researchers to get a holistic understanding of participants’ experiences of going through this emotional and difficult journey. This personal approach enabled participants to share the ‘obstacles’...

How a Government Organisation Evolved to Embrace Ethnographic Methods for Service (and Team) Resilience: The Case of the Canadian Digital Service

Presentation slide: photograph of a diverse group of people waiting outside a building with a "Service Canada sign", most are wearing masks.
MITHULA NAIK Canadian Digital Service, Treasury Board Secretariat, Government of Canada COLIN MACARTHUR Universita’ Bocconi Government websites and online services are often built with limited input from the people they serve. This approach limits their ability to respond to ever changing needs and contexts. This case study describes a government digital team built from the ground up to embrace ethnographic methods to make government services more resilient. The case study begins by tracing the organisation’s origins and relationship to other research-driven parts of its government. Then it shows how the organisation’s structure evolved as more projects included ethnography. It describes various approaches to locating skilled researchers within bureaucratic confines, as well as what responsibilities researchers took on as the organisation grew. It then summarises researchers’ experiences with matrixed, functional and hybrid organisation schemes. The case study concludes explaining how embracing ethnographic approaches...