Three Axes · 12 Criteria
Strengthening the beneficiary role as an active partner in designing and developing digital government services.
Beneficiary Participation
Beneficiary Relationship
Beneficiary Experience
| Axis | Criterion | Description |
|---|---|---|
| Participation | Co-design | Engaging beneficiaries in service design and development phases |
| Participation | Feedback & suggestions | Structured mechanisms for receiving and processing beneficiary feedback |
| Participation | User testing | Conducting usability tests with real beneficiaries |
| Participation | Beneficiary councils | Forming advisory councils of beneficiaries to provide recommendations |
| Relationship | CRM management | CRM systems to track interactions and improve relationship quality |
| Relationship | Proactive communication | Communication initiatives that anticipate beneficiary needs |
| Relationship | Transparency | Publishing clear information about services, procedures, and timelines |
| Relationship | Complaints management | An effective system for receiving and resolving complaints within set timeframes |
| Experience | Beneficiary journey | Analysing and designing the beneficiary journey across all touchpoints |
| Experience | Service personalisation | Delivering personalised experiences based on beneficiary profile and behaviour |
| Experience | Satisfaction measurement | KPIs for measuring, analysing, and improving beneficiary satisfaction |
| Experience | Continuous improvement | A review and improvement cycle driven by beneficiary experience data |
Document all touchpoints between beneficiary and entity across channels.
Create structured channels for co-design and feedback collection.
Activate CRM, complaints management, and proactive communication.
Track beneficiary satisfaction KPIs and continuously improve the experience.
The beneficiary is not merely a service recipient but a partner in design, development, and evaluation. This perspective places the beneficiary at the heart of every decision.
