You're revamping administrative procedures. How can you earn citizens' trust in the process?

Early engagement of people allows to have a deep understanding of their nuances, challenges, and opportunities. Engaging them early also provides valuable insights that might be missed by outsiders

We're in the process of moving everything - applications, bookings, membership management - online. It's a challenge for our analogue members but we're getting there. Reiterating the messaging across all the platforms and channels (yes, including print!) is essential to capture the masses. We encourage those who can't manage it to call us. Don't leave anyone behind, but pull as many as you can along with you into the new way of doing things, citing the benefits to them. Above all - listen to feedback and adjust accordingly where possible.

Totalmente válido que todo proceso de cambio y gestión del mismo contemple al talento humano independientemente del rol o nivel en la organización, solo con esto se llegará a la sensibilización esperada y cuando todos ellos a su vez aprehendan las ideas del proceso...podrán hacer aportes orientados a su evolución.

Involve citizens from the beginning by hosting forums and surveys to gather input. Early engagement ensures that people feel valued and heard, laying the foundation for trust.

Grundsätzlich muss öffentliche Verwaltung auch mit den wachsenden Erwartungshaltungen und Anforderungen der Öffentlichkeit mithalten. Wenn Unternehmen und Bevölkerung verpflichtet werden, verpflichtende Prozesse (Beantragung eines Ausweises, Umeldungen,Umsatzsteuer, Urkunden, Bauanträge, Steuer etc) selbst und via Papier anzustoßen, ist das aufwendig und wird als disfunktional wahrgenommen. Dringend nötiges Vertrauen, in die Funktionalität des Staes geht verloren. Das Ziel muss ein automatisiertes No-Stop-Government sein. Verwaltung würde damit zur Dienstleistung und nicht zu Selbstzweck. Dafür nötig ist ein radikales Umdenken von Verwaltungsphilosophie und massive Invstitionen in E-Gov Technologien.

Clear communication is key to earning citizens' trust when revamping administrative procedures. Be transparent about the changes, explain why they are happening, and address concerns to build confidence. Keep citizens informed and involved through updates, feedback, and simple language. When people know their voices matter and understand that the new processes aim to improve efficiency and accessibility, trust in the process will naturally grow.

Building on clear communication, actively seek feedback from citizens throughout the process. This includes using inclusive language tailored to diverse audiences and providing multiple channels for input. By actively listening and incorporating citizen feedback, we can further enhance trust and ensure the revamped procedures truly meet the community's needs.

Maintain open lines of communication, providing regular updates on what’s changing and why. Clear, jargon-free language helps citizens understand the process and its benefits.

Comunique, comunique e comunique. Sempre! O uso de linguagem adequada ao público alvo também é fundamental. Utilize as mais variadas pltaformas, desde a mídia tradicional, até as redes sociais. Lembre-se que para cada uma delas um formato de comunicação deve ser pensado. E não deixe que esta comunicação seja feita de forma "pesada". Criar canais de suporte (principalmente durante a implantação) e feedback sobre o resultados também é de extrema importância.

It's important to communicate clearly and regularly because, often, communication only takes place at the beginning and in order of the project and the making of, the stages, is missing.

Lance o novo procedimento em um "ambiente controlado", restrito. E demonstre, por meio de peças publicitárias, campanhas de ativação e até quem sabe, ações promocionais, que o sitema funciona. Desta forma, vocÊ consegue demonstrar os beneficios da reformulação de processos e procedimentos e estimula o público a aderir ao novo formato.

Highlight how the revamped procedures will improve their experience, such as faster services or reduced bureaucracy. Demonstrating tangible benefits makes the changes relatable and valuable.

Meeting residents where they are should be at the forefront of your accessibility outlook to a project. Make sure to always employ a no wrong door philosophy to process redesign and ensure your language is accessible to residents, always speak and write in human, not government jargon.

Make the new procedures easy to understand and use. Whether through online platforms or in-person assistance, ensure everyone can access and navigate the new system effortlessly.

Commit to transparency by setting clear goals and timelines. Regularly share progress and address any concerns promptly, showing that you’re responsible and responsive to their needs.

Measuring the moments that matter as well as the totality of service are critical to measuring impact. Reevaluate your traditional metrics to ensure you are capturing your customers experience is critical to being able to find and solve the issues that matter.

Track the effectiveness of the new procedures and share the results with the public. Demonstrating measurable improvements reassures citizens that the changes are working as intended.

At Datnexa we focus on the outcomes from the start to ensure that the right elements are emphasised throughout. It means that engagement focuses on the areas where input will directly impact the desired results