ASSIGNMENT – MIND MAPPING 

 Challenge and Selection 

 The tool to be used for this assignment is Mind Mapping in order to dive into the user 

 experience of different stakeholders within the government service delivery process and create 

 a set of ideas that will improve government to citizen ( G2C ) services through e - Services . Firstly 

 we came up with a design challenge to define our scope . The company ’s mandate is already cut 

 out by government which identified 100 key services that are currently provided to citizens 

 manually . Therefore the team is tasked with automating government services with the aim of 

 improving processing time , service updates to citizens , mode of payment and ease of access . 

 This technique will be used to understand the end to end process of acquiring a service from the 

 citizen stand point and the validation process that government agents go through in order to 

 deliver the output required .   We shall then follow each pattern design a criteria that will enable 

 quick and easy automation of trial products that we can test . 

 Application 

 The team set off on a customer experience journey by deploying ethnographic techniques such 

 as observing and interviewing stakeholders . The aim of this approach was to identify the steps 

 to acquire services and patterns for example the number of trips a citizen takes to acquire a 

 birth certificate and the hidden requirements that are not documents . This was summed up in 

 the process below : 

 The trips mentioned above were observed and experienced by the team . Therefore we 

 concluded that it takes at least 7 trips to acquire a government document . 

 This gave us more insight into proximity between points of access , cost of each trip , how many 

 photocopies etc . We also classified each demographic and their behavior during each step . 

 Eventually we discovered certain patterns whereby citizens between 16 and 35 years of age 

 were impatient and felt overburdened by the steps , others over 40 felt the sense of importance 

 that the government put into delivering the service . 

 Insight and approach 

 After studying the patterns critically , the team began drafting sets of solutions by first designing 

 a criteria statement to guide the prototyping team on how to shorten the steps , eliminate 

 duplication and reduce processing . Through their individual experiences , every team member 

 designed a flow that they felt could solve the problem at hand . These shared insights were 

 slowly grouped together into conditions mainly centered on the value proposition that the 

 platform could deliver such as shortening / automation of the application form , digitizing payment 

 and notifying citizens on the status of their applications . The prototypes also had to incorporate 

 integration with external verification systems for example the national identification agency , land 

 registry , business registry and police criminal database . The aim of integration was to reduce 

 the amount of input data required to fill an application . 

 In short the team was able to come up with 3 trips to apply for government services as a phase 

 one approach to created awareness of e - services . Phase two will focus on improvements and 

 delivery of electronic certificates to citizens at the comfort of their homes . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: ASSIGNMENT – MIND MAPPING 

 Challenge and Selection 

 The tool to be used for this assignment is Mind Mapping in order to dive into the user 

 experience of different stakeholders within the government service delivery process and create 

 a set of ideas that will improve government to citizen ( G2C ) services through e - Services . Firstly 

 we came up with a design challenge to define our scope . The company ’s mandate is already cut 

 out by government which identified 100 key services that are currently provided to citizens 

 manually . Therefore the team is tasked with automating government services with the aim of 

 improving processing time , service updates to citizens , mode of payment and ease of access . 

 This technique will be used to understand the end to end process of acquiring a service from the 

 citizen stand point and the validation process that government agents go through in order to 

 deliver the output required .   We shall then follow each pattern design a criteria that will enable 

 quick and easy automation of trial products that we can test . 

 Application 

 The team set off on a customer experience journey by deploying ethnographic techniques such 

 as observing and interviewing stakeholders . The aim of this approach was to identify the steps 

 to acquire services and patterns for example the number of trips a citizen takes to acquire a 

 birth certificate and the hidden requirements that are not documents . This was summed up in 

 the process below : 

 The trips mentioned above were observed and experienced by the team . Therefore we 

 concluded that it takes at least 7 trips to acquire a government document . 

 This gave us more insight into proximity between points of access , cost of each trip , how many 

 photocopies etc . We also classified each demographic and their behavior during each step . 

 Eventually we discovered certain patterns whereby citizens between 16 and 35 years of age 

 were impatient and felt overburdened by the steps , others over 40 felt the sense of importance 

 that the government put into delivering the service . 

 Insight and approach 

 After studying the patterns critically , the team began drafting sets of solutions by first designing 

 a criteria statement to guide the prototyping team on how to shorten the steps , eliminate 

 duplication and reduce processing . Through their individual experiences , every team member 

 designed a flow that they felt could solve the problem at hand . These shared insights were 

 slowly grouped together into conditions mainly centered on the value proposition that the 

 platform could deliver such as shortening / automation of the application form , digitizing payment 

 and notifying citizens on the status of their applications . The prototypes also had to incorporate 

 integration with external verification systems for example the national identification agency , land 

 registry , business registry and police criminal database . The aim of integration was to reduce 

 the amount of input data required to fill an application . 

 In short the team was able to come up with 3 trips to apply for government services as a phase 

 one approach to created awareness of e - services . Phase two will focus on improvements and 

 delivery of electronic certificates to citizens at the comfort of their homes .
### Output: 