Life Navigator - U-Connect 2016 EN LinkedIn

1 Commercial in Confidence© Copyright finSo Life Navigator BV 2016

Self-reliance (zelfredzaamheid) a joint effort web intelligence in the customer journey

The “Ik-Zelf” App

Mark [email protected]


• Stipulate self-empowerment of civilians• Boost individual organizing abilities by connecting with others• Accessible and understandable by simplicity• Without protocols and strict procedures, civilians are in

control• More time to focus on helping people the right way,

by having people do as much as they can themselves, timely and properly

• Quick results, without having to oversee and apply all• The complexity of the supply demand chain, law and

legislation are straight forward when applied for a specific case

Zelfredzaamheid en Participatie leiden tot minder overheidsuitgaven en meer creativiteit en

ondernemerschap

How does technology impact self-relianceFaster and better service, with shorter handling-times


Participate in society – using your own strengthtake responsibility for your own quality of life

LocalCommunities(Wijkteams)

Child care(Jeugdwerk)

SocialServices

MunicipalCouncil

Government

Civil society

relations

Civilian

Family

CommunityCenters

BusinessLife

Schools

Healthcare, welfare and employment


Selfservice

Selfreliant

Know

ledg

e

Ability to Execute

CivilianFamily care giver

Healthcare institutions

Service provider

Agent

Employers

self-efficacy and self-relianceoperates within margins of what you can handle, together with others

Healthcare and social security are a shared responsibilityof civilians, employers and the government

Government

Municipal


OLD : resolve it yourself (cheap) of welfare state (expensive)

NEWER : reduce costs in customer care by deploying self-service

PRESENTLY : self-reliance and self-efficacy reduces costs

Customer CareIs too expensive

More digitalizationLess FTE’s

Increasing support demandFor Self-service

Mistakes and incompetenceUsing Self-service

Resolve problemsMore FTE’s

Self-service

(Social) SystemIs too expensive

Self-organizing(Less customers)

Problems with employmentAnd income

Wrong choicesOr belated actions

Resolutions required(More customers)

Self-reliance

Self-directing as an instrument – Paradigm shiftrequires knowledge at the right moment in time

!! Demands that people take proper and timely decisions (=Self-directing) !!


Ik-Zelf AppCommissioned by the Sociale Dienst Drechtsteden (SDD)

Boost self-reliance and civilian participation– Less customers using social services– Increase efficiency and lower costs in customer care– Proactive, prevention and shorter customer tracks– Pilot performed in the municipal of Zwijndrecht– Target group for Pilot: single parents,

or those who could end up becoming a single parent– Focus on (health)care, upbringing, employment and income

Intersections with SDD domain– Employment and income– Debt counseling– (WMO) Assessment for

public health care


Ik-Zelf App – prototype buildwith the input of the supply demand chain in the municipal Zwijndrecht

Discover 1) what you can do yourself, 2) how others can help and 3) which institutions can facilitate

– Reflect existing resources in the context of their use– Supply the same resource in the perspective of different uses– Use accessible language to explain the specific use of the

resource


Ik-Zelf App – Co-creation to assure usabilityworking together with (single) parents in the municipal of Zwijndrecht

I want to do it myself – Ik-Zelf“Find what you need in time. Know what you are entitled to. Ik-Zelf, an app that really works for you.”

Populate the App– Based on personal real-life experiences – Using own words and supporting different

opinions– Identifiable issues, problems and scenario’s

Resolve it together – Wij-Zelf– In contact with peers– Together you can accomplish

more– Participate actively in society


Life Navigator – The engine of the Ik-Zelf Appa system driven by knowledge and an ecosystem of stakeholders

Customer facing self-direction“Customer empowerment by injecting accessible knowledge into a personalized customer journey..”

Social Innovation by deploying web intelligence– Direct the right people to the right service points– Right the first time– Prevent unnecessary deployment of enforcement crew– Proactively take the required steps (participate &

prevent)– Process and decisions are not fixed or determined up

front


Processes andBusiness Rules

Playing Field andGround Rules

Tempt customers and stimulate them in making the right decisions

Life Navigator – provide usable knowledgewithout protocols, standard procedures and fixed structures

Resources /Providers


The movement within the Playing Fieldcontrolled by the customer, personalized and often unpredictable

Profile

Customer Journey

Choices


Multiple dimensions• Possibilities and

impossibilities• Optimal pathways• Determine directions• Evolutionary discoveries

Giving directions within the Playing Fieldpolicies determined together with the stakeholders

Playing Field


Validation of conditions and regulation• Signal deviations (instead of blocking the process)• Notify users (to take action)• Report multiple structural deviations (new insights)• No sharing of data with third parties (customer privacy)

Guarding the Playing Fieldby appealing to the customers responsibility


Assure accessibility to the Playing Fieldbecause it can be viewed from a customer perspective

ActualCustomerJourneys

Themes Playing Field

Resources /Providers

Simplicity by recognition• Themes, issues, problems and scenario’s (story behind the

question)• Addressing multiple beliefs and emotions• Using language and dialects that appeal to the audience


ProceduralPlan

Customer facing self-directionRequires a personal context and the room to self-organize

Facts

Target

Facts &context

Result

Policy

BusinessRules

Declareplaying field

Execution

EvolutionKnowledge

Rules

reactive proactive

Documents

Life Navigator - U-Connect 2016 EN LinkedIn