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Service Design

The Department of Social Security (DSS) is committed to provide high-quality digital services to all who require them, designed and delivered in a seamless manner to any citizen at any time. Technology plays a significant role in making this possible. Technology is no longer just a tool for automating back-office functions and improving efficiency, it has taken on a transformative role in the design and delivery of online services.


Specific Concepts

Client-Centricity – Services are to be oriented toward the needs of clients rather than the DSS’s responsibilities and way of working. Putting clients first necessitates ongoing interaction and participation in prioritisation, design, and implementation.

Holistic approach – The various units within the DSS are to work together to provide the client with a comprehensive solution.

Once Only Principle – The sharing and re-use of data and information among the various DSS units enables the concept of not requiring clients to submit data that the DSS already has.

End-to-End Services – Clients will be provided with secure services which can be consumed digitally from point of request to point of delivery. 

Digital by Default – Digital shall be considered as the default choice for delivering social security services. 

Process Re-engineering – The rollout of social security services must be accompanied by the necessary streamlining, simplification, and reengineering of business processes. This will relieve clients of unnecessary burdens while also improving DSS internal efficiency.


Service Design Approach

Services are what bind the DSS and its customers together, along with the people who deliver them. Every step of the service process, beginning with the design, should involve the client. Only when client needs, expectations, and pain areas are understood is service excellence achievable. The service design process can then take the client’s expectations into account to make sure that services are meeting their demands. To maintain uniformity across all services, it is essential that service design standards be followed:

  • Services must adhere to clearly stated service quality standards, and measurement of these criteria must be tracked. The advantages of the monitoring systems currently available are twofold: When service delivery falls short of client expectations, the findings can help to improve those situations.
  • A citizen-centric approach provides an opportunity to gain a good understanding of expectations and needs of the citizens and the context in which they find themselves with respect to digital services. However, digital services should not just match the needs of the anticipated citizens but should also match with the needs and work practices of the service providers supplying and delivering services.
  • A meta-approach consists of two phases. The first phase includes an analysis of the various perspectives of stakeholders involved in service construction (design and development) and usage from various stakeholders (including employees, citizens and software developers). To fully engage and support them, a variety of diverse perspectives are engaged by creating and/or modifying the service design process. The second phase employs a meta-model derived from a meta-design framework and based on the perspectives of various stakeholders to create a suitable digital service design and development environment.

Such an environment assists the designer in collaborating with users. The design process is addressed in both phases. Meta design aims not only to provide advanced design tools to help with software creation, but also to help people discover their own creativity and see their ideas transform into viable digital services.


Service Design Process

In order to ensure that eServices are designed to be citizen-centric, the DSS encourages participation from various stakeholders and citizens. This requires participants to voluntarily and actively engage in panels, expert/focus groups, providing useful feedback.

Your participation will help us design and deliver value-added eServices.

Kindly note that there is no form of compensation bound with participating members.

By subscribing to this service, you may participate in this process.

What are the benefits

  • You will be notified by email of any opportunities to participate in Service Design.
  • You will have an opportunity to have your say through different channels.
  • We value your privacy.

Your privacy is very important to us. Your contact details (email address) will only be used to inform you when there are any opportunities to participate in Service Design.


Service Design Participation Subscription

Subscribe now to join panels and focus groups. Your feedback will help us in the design of social security online services.


Assist us improve our online services. Tell us how we can improve and what online services you’d like to see added. Click here to give your feedback.

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Service Design Booklet