Nothing that energises more than a good workshop. So we created a workshop series called "Think & Try", geared towards administrative simplification. We combine the best elements of service design, process analysis and brainstorming in a 4-step approach. The result: a clear and broadly supported simplification roadmap.
Below, you find a description of the steps we take, the techniques we use and the outcomes of each step.
Skryv exists to simplify administration. So we geared our "Think & Try" workshops for that area. Indicators of administrative problems in your organisation are:
Select an area in your administration in which you want to realise self-service, straight-through processing, improved quality, ... as the topic of the "Think & Try" Workshops.
Building a constructive energy energy is key to the success of the "Think & Try" workshops. People that really care about the administrative challenge at hand and have the knowledge of the domain and are the best source of this energy. On they condition they are properly guided throughout the process. The latter is where we come in!
Finding simplification requires a good understanding of the root causes of complexity. So we'll start by understanding what people do and what the problems are they encounter. Next, we'll start asking why these problems exists. We ask this "why" a lot (up to 5 times :) This allows us to dig up the root causes of the problems, rather than limiting ourselves to the superficial symptoms.
Next step is to understand the end-to-end view on the customer journey, as he/she uses the administrative service. Too often, "local" simplification is achieved, by focusing on the internal workings of the organisation. But true simplification is end-to-end.
Based on the problem area and the input of the first thinking round, we select brainstorm area's. These can be around quick wins, mid- & long term improvements. We often see the following big topics, but this depends on the problem area of course:
Workflow & Information
Transparency & Proactive Communication
Automation & Self-Service
We use various brainstorming techniques such as mind mapping and what-if questions. Throughout the workshop, we ensure that all participants have an active role.
In the try phase, we will translate the ideas from the previous phase in early prototypes. In turn, this will be the input for an other round of (iterative) simplification thinking.
Depending on the technology needs, the prototype may be wireframes or a running proof of concept on the Skryv Digital Administration Platform.
The end result is a "simplification roadmap" packaged as a presentation. A budgeting exercise can be added when there is enough maturity and relevance.
This track typically takes 3-4 workshops of 1/2 day with 4-6 people of your organisation. Key to its success is that participants are familiar with the problem domain. 50% should have hands-on experience in the problem area.
We provide 2 Skryvers to take care of the moderation and general guidance. We prepare each of the workshop in collaboration with a key representative of your organisation. For each workshop, we author a report summarising the inputs & learnings.
Ideally, these workshops take place in the course of 4-6 weeks.
Like what you read? Contact us for a free assessment of the use of the Think & Try workshops for your organisation!
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