Category: Public Sector and Service Innovation
Client: Parliament of Sri Lanka
While some of the projects we work on come to us by way of requests from the government, development sector or through our advisory board, this particular issue was one our team ‘pulled’.
Having attended many meetings at the Parliamentary complex, the team realized that if certain procedures were tweaked slightly or re-engineered, visitor entry procedures could be made more efficient. As part of Citra’s process, the team looked into the current procedures and conducted several user journey mappings. These clearly showed multiple pain points felt by visitors to the Parliamentary complex, which led to the identification of how these could be addressed through several interventions.
To this end, discussions have been initiated with Parliamentary officials, including the Secretary General of Parliament, who have expressed their willingness and keen interest to work with Citra on re-engineering this process. Further to a few more rounds of discussions, the Citra team will begin the design stage, to develop prototypes for testing.
