Memori - surveys for codesign
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Citizen surveys can provide valuable feedback to improve digital services. The document discusses: 1) Why citizen/user input is important for creating effective services, as needs may change over time, and different groups have different priorities. 2) Different research methods for surveys, including quantitative, representative surveys for general trends, and qualitative focus groups for in-depth feedback on innovations. 3) A case study of a survey across five municipalities to benchmark digital services, communication channels, and priorities to guide future investments and develop services strategically based on citizen priorities.
Memori - surveys for codesign
- 1. Co-design: citizen’ssurveysElke Van SoomMemori – Lessius Mechelen
- 2. Usingcitizen/user feedback/opinions/input to createorimprove(digital) services
- 3. WhyI’ve been workingherefor 20 years, I knowwhatpeople want and need. We are not a commercial business. Whoneedsour services knowswhere to findus.Whyshould we invest in user satisfaction research? We are understaffed as it is …
- 4. WhyBecause of the digital divide we shouldn’tinvesttoomuch in online services.In ourmunicipalpolicy plan localyouth are indicated as an important target group. Therefore we will open a separate youth desk in the town hall.
- 6. WhenMirrorQuality careEffectivenessEfficiencyTarget groupapproachCreating supportHelp prioritisingStop arbitrariness
- 7. Different research questions, different techniquesWhat do we want to know (and measure)?(problem)identifying researchproblemsolving researchMeasurableproblem!Canberesult of problemidentifying researchpolicysupportingororienting researchDefineyour research question!=determinesmethodology and research designInventoriseexisting data
- 8. Choice of research method(s)QUANTITATIVE Statistics => intensityRepresentativeGeneralizedconclusionsforpopulationorsegementsLandscape portraitQUALITATIVEHypothesis forming => diversityNon-representativeDepthIllustration
- 9. Choice of research method(s)Dependson research question: diversityorintensity of opinions?Do you want representative data?Combination of methodsincreasesvalidityExplorativequalitative research (deskresearch, interviews, focus groups, …)Survey (populationor sample)ExpertgroupDeepening interviews/focusgroups
- 10. Choice of research method(s)Whenresearchinginnovativeproducts/services/plans …Be verycarefulwhenquestioningsubjectspeopledon’tknow!Eye on the past, back to the futurePredictabletendencytowardsconservatismCouldberestrainingusefulinnovationsCo-designyour questionnaire!FocusgroupsShow and explainpossibilitiesHypothesis formingWorkwith statements
- 11. Do youthinkthis is a product youwouldlike to use to travel to orfromwork?
- 12. Case: digital services survey Kortrijk region
- 13. Survey on services in Kortrijk regionWHY?No recent data aboutknowledge, use and appreciation of (digital) channels and (e-)servicesBenchmarkSurveyon (digital) services5 municipalities, over 3000 respondents1 questionnaire withlocalaccents
- 14. Written questionnaire1 standardised questionnaire:
- 15. ICT usage and acces
- 17. Knowledge and usage of digital applications
- 18. Prioritiesfor the digital future
- 19. (Limited) accent per municipality
- 21. urllocal website
- 22. 2 tailor made questions:
- 23. Knowledge of municipal digital applications
- 24. Prioritiesfor the digital futureGet to knowyourcitizenon:contactswith the municipalityUsed and preferredchannels(informative, administrative en interactivecontacts) Whichcitizensuse digital or traditional channels?
- 25. knowledge and usage of offered services
- 26. ICT acces and usage
- 27. prioritiesfor service delivery and digital future= customerfocused services!
- 28. Directionfordevelopments/innovationCitizen’sprioritiesgivedirectionforfurtherinvestments in (digital) services. Basis forselective and efficientinvestments= strategicdevelopment of (digital) service delivery
- 29. Questionsoninnovation?Basedon 6 focus groupsessions:3 mixed
- 30. 1youth
- 31. 1 Moroccanyouth
- 32. 1 seniorsInput forquestionson ‘Yourcommunicationwithmunicipality’ and ‘Yourprioritiesfor digital future’Statements – level of agreement
- 33. BenchmarkBasicmeasuring of municipal performance/perceivedqualityon (digital) service delivery. Comparingown performance withotherparticipatingmunicipalities= learnfromeachother= improve performances
- 34. Whatdid we learn?Don’tassume, ask…Useexisting data as a basis foryoursurveyCo-designyoursurveySurveyscost money, buttheycan save you (and yourcitizens/clients) a lot of problems and frustrationCombine your expertise with user feedback
- 35. elke.van.soom@mechelen.lessius.eu+32 15 369 311www.memori.bewww.lessius.eu