Finally, her turn came. The documents were checked, and the she received the allowance on her bank card in one month after applying.
"The NSIH operators, being very receptive, recommended me to apply for the monthly allowance for childcare from home. An excellent recommendation!"
Out of the total number of maternity allowances and benefiting families with children, 90% are traditionally received - offline, says Elena Nazarco from NSIH. Despite that since October 2016, an online service is in place.
We rethink services for people
The online service was redesigned with the support of the United Nations Development Programme’s (UNDP) Innovative Laboratory, MiLab, in partnership with the Electronic Governance Agency.
It started from the idea of reengineering a service that took into account people's needs first and only after for the operators’ convenience.
"We call this user centered design approach. We had direct interviews with the beneficiaries of the allowances and the operators at the counter and accompanied the user and observed how they use the service within their natural environment. We have tried to put the beneficiary at the center of attention to arrive at novel solutions that deeply reflect the user’s needs. After mapping the processes, we counted no more than 26 steps," says Dmitri Belan, research and design specialist services at MiLab.
Subsequently, a group of 10 people put on paper a new, simple and convenient model for this public service. This formula has been tested to avoid duplication and technical errors.