ON@18 | A guide to public services for young people

OBJECTIVE: 
To understand the current flows of contact between young people and the State; to identify difficulties; to develop a proposal for an experimental solution that could facilitate this contact, namely through digital public services (DPS).

USERS:
Young people aged between 17 and 23.

APPROACH: 
With the aim of promoting active citizenship and the onboarding of over-18s in digital public services, this project was based on the results of the work developed under the AMA 2020 Innovation Grant, which aimed to understand the difficulties and opportunities in the relationship between young people and public services.

In order to characterise the reference situation, bibliographical and analytical data research and interviews with young people and AMA technicians were carried out. According to the conclusions drawn from these interviews, a journey map was designed which represents, in a typified way, the interactions of young people with public services, including their main difficulties, both in digital and face-to-face public services. The results of this research were worked on and fed back to young people in co-creation sessions which resulted in a set of “Recommendations for the design of digital public services for young people” and the prototype of an onboarding page for young people to public services.

This prototype was then worked on within the scope of a measure of the SIMPLEX 2020 programme, having been validated in form and content in new Experimentation and Validation Sessions with young people and finally made available in the form of ON@18 – The Guide to Public Services for Young People, an area of information and access to digital services aimed at the Majority life event, available on the ePortugal platform.

With the page already available, new experimentation sessions were held in the scope of the Living Lab “Experimenta JA”, in which we tested new solutions of public services for young people, in a real context, in a IPDJ JA Point Store in Coimbra. In this context, ON@18 was integrated in a Self-Service Accelerator in which we tested the usability of the ePortugal chatbot as a mediator in the access to digital services by young people.

MAIN RESULTS 

Página ON@18 – O guia de serviços públicos para jovens

Project report

Recommendations for the design of digital public services for Young People

In this guide, we present a list of problems identified by young people in the different phases of a service cycle for the digital channel (pre-service, service and post-service) while we also present a list of recommendations drawn from the lessons learnt from direct contact with young people.

See the document in its portuguese version

Research Report

Redesigning Digital Public Services: a proposal to bring them closer to Young Citizens

Master Thesis in Engenharia de Serviços e Gestão da Faculdade de Engenharia da Universidade do Porto | Author: Vasco Alves | Supervision FEUP: Lia Patrício | Supervision Fraunhofer AICOS: Cristiana Braga | Coordination LabX: Bruno Monteiro

See the document