Implement an Innovation Hub to identify, prioritize, and pilot breakthrough ideas that deliver technologies for an enhanced customer experience

Challenge

A government agency responsible for delivering essential social services recognized the need to modernize its operations and enhance the customer experience through technology. To achieve this, they required a dedicated innovation hub to identify, prioritize, and pilot groundbreaking solutions. Our team was tasked with designing and implementing this hub, with a focus on cultivating a culture of innovation within the agency, employing human-centered design principles, and establishing an agile framework for piloting new technologies.

Solution

We designed a comprehensive innovation process encompassing the following key components:

Idea Intake & Refinement: A clear process was established for agency staff to submit ideas for technological solutions. Workshops and campaigns were conducted to encourage participation and assist staff in refining their concepts. An Innovation Committee, composed of agency staff, was formed to evaluate and prioritize submissions.

Agile Pilot Framework

A 12-week pilot cycle was implemented, allowing for six pilots per year. Each pilot followed these steps:

• Workshops: Workshops were held to define the problem and identify the needs of both beneficiaries and agency staff.
• Ideation & Solution Development: Potential solutions were brainstormed and developed based on workshop findings.
• Pitch to Program Area: Proposed solutions were presented to the relevant program area for feedback and approval.
• Usability Testing: Thorough usability testing was conducted with target users to gather feedback and identify areas for improvement.
• Alpha Testing: Alpha testing was conducted to evaluate the solution’s performance against predefined success metrics, established in collaboration with the program area.

Engagement & Advocacy: “Innovation Days” were organized at agency headquarters to promote the innovation hub and its human-centered approach. These events featured guest speakers from leading technology companies to inspire and educate agency staff.

Piloted Technologies

AI/ML (Artificial Intelligence/Machine Learning): This involves using computers to mimic human intelligence and learn from data. AI/ML can be used to automate tasks, make predictions, and improve decision-making. In the context of a government agency, this might involve things like:

• Predicting future demand for services
• Personalizing interactions with beneficiaries
• Detecting fraud or anomalies in applications

OCR (Optical Character Recognition): This technology converts images of text (like scanned documents or photos) into machine-readable text. This can automate data entry and make information more accessible. For example:

• Digitizing paper applications
• Extracting information from IDs or other documents

RPA (Robotic Process Automation): This uses software “robots” to automate repetitive, rules-based tasks. This can free up staff for more complex work and reduce errors. Examples include:

• Automatically processing applications
• Generating reports
• Updating records in multiple systems

Chatbots: These are AI-powered tools that can simulate conversations with users. They can be used to answer questions, provide information, and guide users through processes. For example:

• Answering frequently asked questions about services
• Helping users fill out applications
• Providing 24/7 support

Form Recognizer: This technology uses AI to extract data from forms, even if they have different layouts or formats. This can automate data entry and improve accuracy. For example:

• Processing various application forms
• Extracting data from invoices or receipts

Case Management: This involves using software to track and manage cases or requests. This can help improve efficiency and ensure that nothing falls through the cracks. For example:

• Tracking the status of applications
• Managing communication with beneficiaries
• Assigning tasks to staff

Wizards: These are interactive tools that guide users through a process step-by-step. They can make complex tasks easier to understand and complete. For example:

• Guiding users through an application process
• Helping users troubleshoot problems
• Providing personalized recommendations

Results

The innovation hub successfully integrated innovation into the agency’s operations, resulting in:

• Streamlined Pilot Process: The 12-week agile framework enabled efficient testing and evaluation of new technologies.
• Data-Driven Decision Making: Pilots generated valuable data to inform decisions about scaling solutions.
• Improved User Experience: Human-centered design ensured solutions were tailored to the needs of beneficiaries and staff.
• Enhanced Program Efficiency: Successful pilots improved the efficiency and effectiveness of program delivery.