With service design, we can focus on the user and develop the e-service based on understanding of the users’ needs and wishes. We get the knowledge and understanding by coproducing the service with interviewing, asking and testing our ideas on the future users.
After the first round of telephone interviews with a group of parents/guardians, it was time to test our insights and ideas sketches at the end of April. This time on a number of new people to see if we had understood them correctly and to ensure that we were in the right track before moving on.
When the e-service and the new working process is in place, the next step will be to automat it by using Robotic Process Automation, RPA. In the end, this will mean that eight school nurses in Kramfors can spend more time on preventive health work instead of registering data in different systems and chasing parents who did not respond to posting on time.
We will monitor how much the investments in this service will provide as a positive return on investment (ROI). We believe that this service with very high volumes of cases will give a major efficiency gain. We assume that the released time (= efficiency gain) causes nurses to devote this time to working with the students' health and different preventive measures. In addition, we believe that the service will simplify for both students /children and parents/guardians in many ways, for example by providing information in time an digital reminders and that it also will simplify the handling itself. The work has been done in cooperation with the Interreg project Erudite.