National Board of Industrial Injuries

User involvement in the creation of public service

Anne RyslingeDirectors’ Consultant

Today’s presentation

• About the National Board of Industrial Injuries (Arbejdsskadestyrelsen)

• Knowledge: Methods and application

• The most significant experiences with user involvement

• Impact on the organisation

About the National Board of Industrial Injuries (Arbejdsskadestyrelsen)Processing of concrete claims, most of them imply a combination of medicine and law:• Industrial injuries• Private compensation claims, victims of violence, patient injuries • Victims of the occupation period (1940-45) • Complaints about decisions made by unemployment funds

A total of 65,000 claims every year, approx. 55,000 workers’ compensation claims

400 employees, including 40 medical doctors

Knowledge: Methods and application I

General qualitative interviews

Description of service travels

Development of personas • Need: Knowledge about how the injured person experiences both communication and claims processing

• Purpose: To adapt both communication and claims processing procedures so that these procedures become transparent for the injured person

• Object: System is applicable for self-service, claims processing procedures have been changed and letters rewritten

Knowledge: Methods and application II- results and consequences

• Need for an overview of the claims processing procedures

• No letters for information only: The injured person can still follow every step of the case, but in the electronic self-service system

The significant experiences …

• Be strategic with regard to user input

• Input must be anchored in specific projects and in the business strategy

• Combine different types of input

• React to input – otherwise it won’t have any effect!

• Involve middle managers and employees

= User controlled innovation is a strategic tool for operation as well as development

Impact on the organisation

A strategic shift• From traditional business development to user input as part of the

business strategy• The insights coming from

the total amount of ideas - and implemented in the organization

• User insights in several specific projects – linked to the business strategy• A better service for injured persons – economically profitable for us

A cultural shift• A new story, a change in perception• Change management• New competences to learn new methods

Insight

Questions: Reflection and discussion

Management• In what way do and should managers act differently than they are used to – new

skills necessary? What are the drivers and barriers for management?• How do we share (and move) user insights from one manager to another across

different specialist areas when everybody is busy with the daily operation? Experiences?

Facilitator/change agent• What skills are required to effectively facilitate innovation processes? • How do we reward the employees? (Case processing the most important, no

financial surplus). Experiences?

Co-production with citizens/users• What should the role of the citizens be? • Do we really need to listen to the users?• How are cross-border innovation processes perceived by the citizens? Experiences?