Strengthening the beneficiary role as an active partner in designing and developing digital government services.
Three Axes - 12 Criteria
Perspective at a glance
Key facts
Three axes: Beneficiary Participation, Beneficiary Relationship, Beneficiary Experience
12 criteria covering the full beneficiary interaction lifecycle
Promotes the concept of co-design with beneficiaries
Includes beneficiary satisfaction measurement and user journey analysis
One of the most impactful perspectives on digital service quality
Beneficiary Participation
Engaging beneficiaries as active partners in service design, development, and evaluation.
Beneficiary Relationship
Building effective communication channels and fostering transparency and trust with beneficiaries.
Beneficiary Experience
Continuously improving digital service quality and usability across all touchpoints.
The twelve criteria
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
Implementation guidance
01
Map the beneficiary journey
Document all touchpoints between beneficiary and entity across channels.
02
Build participation mechanisms
Create structured channels for co-design and feedback collection.
03
Deploy relationship management
Activate CRM, complaints management, and proactive communication.
04
Measure impact and improve
Track beneficiary satisfaction KPIs and continuously improve the experience.
Key takeaway
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.
