Michail Kassotakis, Eva Hugenschmidt
People are unable to use, contact or keep up with the public services due to language problems, digital illiteracy, amount of information channels and the complexity of the system. This prevents and discourages people from registering in the system, ask help or have a complete understanding of their obligations and opportunities, thus creating a gap between them and the public system. This gap may enhance negative feelings such as isolation, discomfort and vulnerability, towards the public services, especially for people with additional challenges.
Our purpose was to bridge the gap between people and public services by offering an overview of the whole system. A unique perspective, that can be used by both the people and the public system to communicate, review, build trust and plan the future together.
For this systemic approach, we analyzed the structure and relations of the Norwegian Labour and Welfare Service (NAV), focusing on one of the districts of Oslo municipality (Grorud district) and the Oslo Adult Education Service (VO), emphasizing in the relations these services have with the citizens and other public services. Our goal was to identify areas for co-operation and explore possibilities for developing tools for better communication. Our purpose was, by identifying the problems and gaps of these systems, to highlight areas of intervention and propose concepts for further development.
Reading the map
The NAV and VO structure map is in the middle. NAV system is on the left with all the teams incorporated in the scheme. On the right is VO and in the middle is the refugee system that connects with the municipality. Connections run from one agency to another. Above on a second layer are the citizens, and the different personas. On the citizens’ level, land all the connections they have with the system and all the different channels of communication. Around the structure map we find the online information channels for both agencies (right top corner), NAV internal relational map between departments (left side, in the middle), NAV applications map (left bottom corner), and a mapping of the VO schools in Oslo area (right side). On the left top corner are the necessary instructions.
Author. (2020). Article title. In Proceedings of Relating Systems Thinking and Design (RSD9) 2020 Symposium. India, October 9-17, 2020.