Evaluating the beneficiary experience in service centers
DevelopmentTechnology3 hours ago
Opportunity Details
Opportunity 18Public ServicesEvaluation & Development
Evaluating the beneficiary experience in service centers
Opportunity Description
ContextThe beneficiary experience is shaped by clear procedures, easy access, waiting time, and the quality of guidance and communication.
OpportunityStudy the beneficiary journey inside a service center and identify opportunities to improve procedures and the visit, based on observation and available data.
Opportunity Owner
An entity that runs a service center or receives beneficiaries
Target Audience
Specialists in service development, operations management, beneficiary experience, quality improvement, and field research
Scope of Contribution
●Map the beneficiary journey across the stages of obtaining the service
●Assess the clarity of guidance and the sequence of procedures
●Identify points of friction, delay, and repetition
●Propose improvements and ways to measure their impact
Expected Deliverables
●Beneficiary journey map
●Gap report
●Operational recommendations
●Indicators to measure experience quality
Solution Requirements
No disruption of service delivery during the evaluation◆Respect for beneficiaries' privacy◆Reliance on trustworthy observations and data
Contribution Evaluation Criteria
Comprehensiveness of the evaluation◆Realism of recommendations◆Feasibility◆Measurability of improvement
Mode of Participation
Knowledge-based, research-based, developmental, or experimental
Skills
Digital Technology
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