Identifying inefficiencies
Identify opportunities, and unlock future efficiencies.
Identify areas of inefficiencies and streamline them
(e.g., implementing automation) by conducting regular assessments (e.g., value stream mapping or business process reengineering). Note that those assessments should be ongoing and regularly reviewed.
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Define scope
End-to-end process of a Schengen visa application, starting from the initial customer inquiry to the final visa decision.
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Identify steps involved in the process
This may include:
Initial inquiry and information gathering.
Document preparation and submission.
Application review and verification.
Payment processing.
Appointment scheduling and biometrics.
Visa decision and notification.
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Map the current state
Create a visual representation of the current state value map stream, and connect them in the order they occur. Include information such as time taken for each step, bottlenecks or delays encountered. -
Identify value-adding and non-value adding steps
Analyse each step and classify value levels.
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Measure key metrics
Such as cycle time (time it takes to complete the entire value stream) or lead time (time it takes from the customer's perspective.
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Propose future state
That addresses the identified bottlenecks and eliminates non-value-adding steps. Include areas where process improvements, automation or technology can be implemented.
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Develop action plan
That outlines specific steps, with responsibilities and timelines.
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Service quality assurance
Proposed improvements and measure impact on value stream.
Accelerate service delivery and save costs
By working internally, as well as with other parties (inside or outside of the government) to identify synergies. Think creatively of existing resources that could potentially be re-used such as equipment, technology and expertise (e.g., hardware or software assets, IP, physical space, third-party contracts etc.) as part of other projects.
The USPTO's Government Patent Licensing Program (GPLP) enables businesses to freely license government-owned patents. It's open to all businesses, requiring an application with details on the business, desired patent, and proposed use. Successful applicants gain a free license for up to 10 years, fostering innovation with over 10,000 licenses granted. Examples of products include cancer diagnostic devices, Alzheimer's treatment drugs, and manufacturing efficiency software.
Design with efficiency in mind
Try to build solutions that could be reusable in the future, so that work is accelerated and costs are reduced.
Denmark has built a development platform that renders screens in a mobile app, based on the desired process flow for a transaction. Civil servants can customise the front-end experience for each process step, using a library of design elements and functionalities.
With this low-code approach, IT resources are no longer a bottleneck to creating digital services; public authorities can focus instead on creating a delightful user experience and more efficient internal workflows. Projects that previously took months or years and required huge budgets now take weeks and incur little incremental cost for software development.
Foster a mindset of closer collaboration
Collaboration is extremely important in driving efficiencies (e.g., sharing expertise by pooling knowledge and skills).