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The Challenge:
For 20+ Maltese public services, this project sought to analyse and subsequently recommend end-to-end Digital Transformation initiatives and recommendations that achieve:
- a greater public uptake of the public service, enabled by the use of digital services that additionally benefit the service provider and end-user customer experience.
- an approach to the need for management and control of consent for the exchange of personal data via electronic devices; and
- a design for a Digital Transformation Hub that aids in the transformation of similar services to those studied over the course of this project.
The Approach:
For the 20+ Maltese public services analysed as part of this project, serving as guiding principles within the phases of study, the following policies were identified at the inception phase of this project:
- Digital-By-Default: The study of the Studied Services was heavily informed by a need to propose solutions for these public services where a substitute to paper-based mechanisms may be achieved, that would enable greater use and adoption of digital government services;
- Once Only Principle (OOP): The study, particularly during phases related to the documentation of business cases, business requirements, and the to-be (target state) of the Studied Services duly documented design for the consented use & re-use of the personal data of the end-user of the public service, resulting in a collaborative proposal on a User Consent System (‘UCS’).
The Outcome:
As outlined the initial phase of the project implementation, the work conducted by KPMG in close collaboration with servzz.gov and associated Maltese Authorities has sought to generate recommendations that achieve:
- A greater public uptake of the public service, enabled by – but not limited to solely, the use of digital services that additionally, benefit the service provider and end-user customer experience. This objective formed an integral aspect within the Prototyping, Analysis, Design, and other project phases.
- An approach to the need for management and control of consent for the exchange of personal data via electronic devices. This objective made up a focal point within the Design Phase; and,
- A design for a Digital Transformation Hub that aids in, but notwithstanding, the digital transformation of similar services to those studied over the course of this project