Beatriz Belmonte, Better Public Services
"Personalised and proactive for citizens & the life cycle of public digital services"
Traditional frameworks of service design use a time-based structure that goes from the awareness (before) to the post-service (after) experience. However, in the case of digital public service, particularly administrative services, the service cycle starts the moment a procedure is drafted and it enters the government operational path. In this session, we will visit this path to understand how the decisions made along this process shape the services and impact the design of personalised and proactive public services.
Beatriz Belmonte is a consultant in design for public policy. She is the founder of Better Public Services, an initiative focused on supporting people-centered transformation of the public sector, and is part of the Designing Policy Network, an international community of academic and professional profiles specialising in design for public policy. She collaborates with the OECD-OPSI Gov2Gov Innovation Incubator and, since 2023, has been working with NTT DATA as Expert Consulting Manager in digital government projects.
