Redesign of the "correct address" service
Overview
The City of Skopje's "correct address" service had to meet the national requirements for services listed on the e-services portal. In 2021 SmartUp, through SkopjeLab, analysed it with the City departments involved, held two working sessions, mapped the process in detail and drafted the service in the format of the national e-services form. The new model was tested with 50 users, and registration in the national catalogue was the next step.
The "correct address" service (officially the "Request for correct address") involves several actors, and the systems they use had to be synchronised for one service. Most of the work went into changing the narrative and the format of the service, so that it was more user-centred and fit the e-services portal. The team had earlier tested the national e-services portal with users. The result was a draft redesign with detailed process mapping. The next steps defined were to register the service in the national catalogue and to update the City's web page, visuals and text format.
The challenge
Several actors, several systems
The institutions involved in the service each use their own systems, and the question was how to synchronise them so that one service can draw on all of them.
Explaining the service
Residents needed to understand what the service is, how the process works and which forms are required. The narrative and the format of the service needed to become more user-centred.
National requirements
A service can be listed on the national portal only if it meets the Ministry's requirements, so the way the City described and structured the service had to change.
Activities and methods
SmartUp worked with the City departments that run the service, from analysis to a testable draft.
- Research, insight & strategy. Analysis of the existing service: its challenges, ISO procedures, technical requirements and communication models.
- Co-creation & innovation processes. Two working sessions with the relevant departments: one to validate the insights, one to evaluate the redesigned service.
- Digital platforms & tools. A draft redesign and digitalisation with detailed process mapping, written in the format of the national e-services form, with a clearer narrative and a user-centred format for the process steps and the required forms.
- Pilots, implementation & scaling. Testing of the new model with 50 users, and next steps defined: register the service in the Ministry's catalogue and update the City's web page, visuals and text format.
Impact and learning
Tested with 50 users. The new model was tested with 50 users.
Two working sessions with the departments involved, to validate insights and evaluate the redesign.
A proposal for the national catalogue, designed in June 2021, with registration as the next step.
Learning. Redesigning for a national portal is mostly about changing the narrative and the format of the service, not only moving a form online.
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