Papers

The Immigrant Service Journey as an Eye-Opener in Complex Governmental Systems

Format: Papers, RSD4, Topic: Policy & Governance

Author: Helena Sustar

This paper focuses on implementing human centred design in the Finnish siloes structured governmental immigrant system by adopting service design approach to foster human scale view. The research adopted customer service journey as a way to diagnose current Finnish governmental immigration system as a part of the on-going project of developing web-based platform. Furthermore, it attempted to establish the common language between different governmental system levels and immigrant service networks and with visualisation aimed to improve perception of entire immigrant system. Preliminary results reveal that is the customer service journey very valuable tool to indicate system complexity, neglection of individual’s needs and system fragmentation.

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Citation Data

Author(s): SEPTEMBER 2015
Year:
Title: The Immigrant Service Journey as an Eye-Opener in Complex Governmental Systems
Published in: Proceedings of Relating Systems Thinking and Design
Volume:
Article No.:
URL: https://rsdsymposium.org/
Host:
Location:
Symposium Dates:
First published: 28 July 2015
Last update:
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Copyright Information

Proceedings of Relating Systems Thinking and Design (ISSN 2371-8404) are published annually by the Systemic Design Association, a non-profit scholarly association leading the research and practice of design for complex systems: 3803 Tønsberg, Norway (922 275 696).

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Open Access article published under the CC-BY-NC-ND 4.0 International License. This permits anyone to copy and redistribute the material in any medium or form according to the licence terms.

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Author(s). (20##). Article title. Proceedings of Relating Systems Thinking and Design, RSD##. Article ##. rsdsymposium.org/LINK

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