Kronoberg Region Reality Lab (Healthcare) *

1. Enablers

1.1 - Skills

Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
Yes
If yes, provide the evidence, including the approximate number of such positions
2 service designers employed at Verklighetslabbet, at least one UX designer at IT-dep.
Has the local authority provided training on service design or user research to its employees in the last three years?
Yes
If yes, provide the evidence, including the approximate number of people trained
Verklighetslabbet hast trained approximately 150 people in service design and another approx 10 has been trained externally.
Has the local authority provided training on ICT to citizens in the last three years?
No

1.2 - Strategies

Does the local authority have a digital strategy less than three years old?
Yes
If yes, provide the evidence
Read more at: https://www.regionkronoberg.se/vardgivare/arbetsomraden-processer/planen-for-digifysisk-vard/ Translation possible on website.
Does the local authority have a position of Chief Digital Officer or equivalent?
Yes
If yes, provide the evidence
Both CDO and Chief Medical Digital Officer.
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
No
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
Yes
If yes, provide the evidence
Design guidelines given by Communications department and all part of organization required to follow.
Are service design or user experience mentioned in digital strategy or some other strategy level document?
No

1.3 - Ecosystem

Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?
Yes
If yes, provide evidence of standardised services modules
eID used.
Has the local authority carried out within the last two years innovative forms of procurement, such as pre-commercial procurement, hackathons, other forms of collaboration with SMEs and startups?
No

2. User-Centricity Performance

2.1 - Co-creation

Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services before their launch?
No
Does the local authority habitually carry out users' research sessions on a regular basis (at least once a year) AFTER the launch of a service?
No
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
No

2.2 - Supply of online services

Does the local authority have a dedicated app that is downloaded by more than 20% of the population?
Yes
If yes, provide evidence (e.g. name of the app)
Min vård Kronoberg, https://apps.apple.com/se/app/min-v%C3%A5rd-kronoberg/id1533934360
Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?
No
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?
No

2.3 - Useability

Does the local authority habitually carry out useability assessment of its online services, using standard tools such as System Useability Scale (SUS)?
No
Do all the websites or websites sections of the local authority have consistent design and look&feel?
Yes
If yes, explain how (e.g. use of colour palette, consistent text size and fonts used, etc)
The Communications handbook guides how everything should be designed and is monitored by Communications department.
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?
Yes
If yes, provide evidence on what type of interaction
Care conference calls primarily.

2.4 - Security and privacy

Are the users able to use national eID, as a means of authentication for online services requiring authentication?
Yes
If yes, provide evidence
Has the local authority in place documents on measures, practices or procedures on ICT security?
Yes
If yes, provide evidence of what documents
Confidential

2.5 - Citizens redress and feedback mechanisms

Does the local authority provide online mechanisms for both citizens and businesses to complain and seek change to a decision?
No
Has the local authority put in place structured means for users to provide feedback?
Yes
If yes, provide evidence on how users can provide feedback
https://www.1177.se/kronoberg/sa-fungerar-varden/om-du-inte-ar-nojd/om-du-inte-ar-nojd-med-varden/

3. Outcome

3.1 - Adoption

Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
No

3.2 - Reduction of burden

Does the authority measure the average time saved by citizens when using an online service compared to the offline one?
No

3.3 - Satisfaction

Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
Yes
If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)
National patient survey: https://patientenkat.se/
Is the share of satisfied users above 80%?
Yes
If yes, provide the numbers
82% is satisfied with primary care.

Background Information

203.000
Total population
5.900
Total number of employees in the city/region administration
7 billion SEK
Total annual budget (last year or average of the last three years)
110
Number of ICT specialists employed directly (full-time equivalent)
2
Number of ICT specialists employed indirectly (subcontracting/outsourcing)

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