Cases | Public Services

Easing the burden of bureaucracy for citizens.

Client:
A central administrative body.

Request:
Assess the impact of 50 political and legal measures that were introduced to reduce bureaucracy, as well as to recommend additional improvement and expansion.

Participants:
Citizens in general.

How:
Using a mixed methodology to interview staff that was responsible for implementing the measures, participant observation by acting as the user of the services and testing while passing citizens through the services.

Results:
We were able to deliver a description of the actual typical use case for each administrative act, quantitatively and qualitatively scoring each one. We also recommended prioritized improvements.