Design Consultancy: Guiding Process Improvement and Digital Transformation for the Government of Reykjavik
Summary
Imperio partnered with ELEKS to help Reykjavik harness comprehensive process and service analysis
Imperio engaged ELEKS to support Reykjavik with comprehensive process and service analysis.
Imperio sought an experienced partner to deliver digital solutions for the public sector. Its client, the City of Reykjavik, needed analysis of City Council department processes using Design Thinking and research to identify digital tools and process improvements.
Following a rigorous selection process, Imperio chose ELEKS to conduct research across three projects:
- Analysis of business and user needs for a job application system
The City of Reykjavík's Human Resources and Working Environment Directorate wanted to implement a new application system to advertise all city vacancies. The solution needed to fully replace the existing system and support the entire recruitment process, including job postings, applications, and interviews. - Cross-organizational analysis of incident management, enterprise risk management and data processing flows
Reykjavík aimed to implement digital solutions to streamline risk management, incident management, and personal data processing across all departments. The systems were expected to standardize and simplify these processes, support departmental needs, ensure data flow, and enable cross-process data analysis. - Analysis of the grant management process
The City of Reykjavík offers numerous grants to support its communities. Its complex grant management process involves multiple software tools and significant interdepartmental collaboration. The client sought a unified system to manage the entire grant process.
A multistage design consultancy service providing a comprehensive assessment of the client’s current processes
The City of Reykjavík Council engaged ELEKS and Imperio for a two-week design consultancy to assess the business and user needs of its job application system using Design Thinking methodology.
ELEKS and Imperio began by reviewing existing research data from the City of Reykjavík, followed by online workshops with key stakeholders and potential users.
Drawing on workshop findings, ELEKS and Imperio defined the user journey map, personas, and value proposition for the proposed application. They identified pain points within each phase of the user journey and developed user stories to address them.
A detailed user story map and functional breakdown, based on pain points and system requirements, were delivered. The report also included usability requirements as part of the system’s non-functional specifications to ensure a seamless user experience.
To support the procurement of a risk and incident management system, Reykjavík Council engaged ELEKS and Imperio for a seven-week design consultancy. The objective was to analyse and map incident management, enterprise risk management, and GDPR data processing records using a Design Thinking approach.
ELEKS and Imperio started by interviewing key stakeholders and reviewing existing client research. Using these insights, we developed a research strategy and held an online workshop to define the scope, stakeholder roles, and objectives for the three processes.
We interviewed 20 stakeholders to identify process overlaps, pain points, and solution requirements. We then surveyed potential users and created a process matrix to highlight departmental overlaps.
In the final research stage, we held 'process journey' workshops with key stakeholders and potential users. These sessions clarified responsibilities, process steps, data, tools, documents, challenges, and opportunities for improvement.
As a result, ELEKS and Imperio prepared a detailed description of the current state of the three processes, including their dependencies, overlaps, and data flows between processes and stakeholders. The report included:
- Stakeholder matrix, proto personas, and personas
- Process journey maps with overlaps
- Data flow and data breach journeys
- Interview results and responses
- Summary and next steps
The City of Reykjavík sought to assess and improve its end-to-end grant management process. Imperio and ELEKS led a six-week design workshop to define the current process, covering application, documentation, negotiation, and decision stages, using Design Thinking and targeted research activities.
Initially, we met with key decision makers to understand the business context, map the stakeholder hierarchy, and draft user profiles in preparation for interviews. We then interviewed representatives from various departments and both current and potential grant recipients outside the organization. These sessions allowed us to refine user personas and identify user needs, pain points, and insights.
Using insights from these interviews, we held workshops to map existing user journeys and develop a comprehensive blueprint linking these journeys with underlying data.
We summarized our findings in a detailed report that included:
- Grant process stages
- Relationships between the processes
- Data flow diagrams
- Pain points and improvement areas
- Stakeholder maps
The comprehensive analysis of existing processes provided a strong foundation for the City of Reykjavik’s process redesign and improvement
Reports from ELEKS and Imperio gave the City of Reykjavik a comprehensive understanding of its processes, needs, challenges, and opportunities for improvement.
These documents serve as a backlog for future development and can support claim statements for potential software tenders. The reports also outline usability requirements and recommend the next steps for development.
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ELEKS provided outstanding and detailed analyses of our processes, and they went above and beyond to help us get a better overview of the pain points and challenges. Their analysis was extremely well performed and will help us greatly with implementing a new system in the near future.
They do work to a very high standard. They apply information engineering disciplines to the work they do, and they do understand how important it is to meet customer expectations. I think those are the things that matter most about ELEKS and that have been instrumental in their remarkable growth and success.
ELEKS successfully took our vision and processes and built a solution to meet our future needs. Now, eTracks is well positioned to enable its long-term strategic vision of aligning business processes and technology to meet tomorrow’s recycling challenges.
