Service Card Module
This module provides “Digital Service Cards”, a usability and service delivery component of CitizenOne that enhances the citizen experience. Service Cards enhance the citizen experience when accessing digital services from government by providing a highly usable method for finding out about and accessing all digital services.
The module also makes it simple for government staff to manage the government service catalogue that is available to citizens and to onboard simple legacy applications and more complex applications as desired. Features:
Service Catalogue Presentation and Management
Allows a government to set and manage a complete service catalogue, to easily define services and present them to the citizen. It also allows government to easily manage content presented to citizens on the service card, ensuring a citizen understands the service and requirements for each service.
This module can form part of a government Content Management System (CMS), or in some instances serve as an entire lightweight “service CMS” for government.
Access Rules Management and Service Card Integration Points
Allows a government to set service access rules and empower a citizen to make informed decisions on whether they choose to access the service through the digital channel. Government service providers can set access rules on a service by service basis, ensuring that a citizen meets all rules before being granted access to the service. The citizen is also clearly presented with the policy (terms and conditions) of the service before being granted access, and each service can apply its own discrete policy. Provides a better citizen experience by presenting all required elements for using a service before the citizen begins their interaction, eliminating situations where a citizen may get part way through an interaction only to discover they are missing something required to proceed or that they are ineligible.
- Provides a simple UI element that features several potential integration points allowing a citizen to stay informed of the status of a service transaction in one convenient and easy to view UI element (click here to see the anatomy of a service card -as above).
- Enables the easy delivery of application artifacts (download licenses, certificates, approved permits etc.).
- Provides in flow opportunities for addressing missed rules:
- Rule examples include
- Checks to see if consent has been granted – verifies the current policy for the service has been provided with affirmative consent.
- Ensures the required security attributes have been passed (e.g. Multi-Factor Authentication passed in the session).
- Ensures minimum profile requirements have been established for the service in question (e.g. address required, verified phone number).
- Identity certainty (LOA 1, LOA2, LOA 3 etc.).
- The service can only be accessed when the rules are met ensuring that governments are delivering services to the appropriate users and provides a mechanism for them to set rules on services as required. Government can provide different sets of rules for low-risk services versus higher standards for services that are more sensitive in nature.
- Rule examples include
- Provides a citizen-focused approach as the service access policy is defined on a service by service basis, eliminating frustration if a blanket policy were to be implemented.
Enhanced Citizen Experience
The service card acts as a convenient way for service providers to more effectively communicate and interact with users who have accessed or would like to access their services by consolidating service information on a convenient “service card”. The service card presents all service related information in one, convenient UI element.
- The service card acts as a quick reference check showing status updates if new notifications or invoices have been issued about the service and showing if the user has granted consent to the service provider to access their data and so on.
- The service card provides a mechanism for government service providers to display the current policy for using a service and proactively identifying new or revised policies while ensuring consent is received prior to the user accessing the service.
No Code Forms Builder
The Service Card module also provides an integrated no code forms builder allowing a government to easily deploy new services to their digital channel. The government can rapidly convert existing physical forms to digital forms in CitizenOne. This significantly improves usability when finding, completing and submitting forms, as well as offering government the opportunity to decrease form processing efforts by allowing for easy determination of field level validations and automated data population, thereby reducing input effort and error.
- Provides a no code forms builder capability that allows for paper forms to be deployed digitally without the involvement of government IT resources.
- Includes a simplified workflow management capability, that provides one central location for administrators to review content submitted on forms that are not tied to an integrated government system.
- Provides the ability to map input fields to the required format for streaming data to an existing downstream application (e.g. CRM)
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