NSW takes lessons from NZ on life journey mapping
The NSW Government has received input and advice from the New Zealand Government on the implementation of life journey mapping services.
Life journey services aim to provide unique and tailored access to all the government service-related interactions they will require at various points in their lives, from registering a birth to filing for a death certificate.
The NSW Government plans to commence work on introducing life journey services by mapping all the services in the government, non-government and private sectors that individuals may have contact with as part of a life journey event.
As an example in New Zealand, four government agencies have collaborated to launch SmartStart, a website that brings together information and entitlement registration functionality for new parents.
The personalised service is structured around particular life events, such as providing a tailored calendar including the key dates for completing important tasks such as choosing a lead maternity carer and ordering a birth certificate.
The lead designer of SmartStart and another life journey service, End of Life, Clare Toufexis, as well as New Zealand’s Manager of Integrated Services Daryl Carpenter, visited NSW for the state’s first Public Service Transformation series event last week.
According to NSW Department of Finance, Services and Innovation Executive Director of Digital Government Pia Andrews, the input provided by the two representatives has provided the agency with key lessons they can apply to their own life journey initiatives.
These include the importance of putting the citizen at the centre of the design approach and the service experience, starting small and implementing continuous improvements, and building collaborative relationships to achieve the projects’ goals.
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