Table of contents
3️⃣ How is the objective reached?
Once the service is defined, you have to ask yourself: what steps do citizens have to take to reach the final objective of the service? To answer this question, it can be useful to outline the steps citizens must take to reach the defined objective. To do so, we recommend using the model user journey outline.
For example, as regards the TARI (tax on waste) service, the essential steps can be as follows:
- a citizen prepares a declaration of occupation;
- the institution receives the declaration of occupation;
- the institution confirms to the citizen that the declaration was received;
- the institution sends the pagoPA notice to the citizen;
- the citizen selects how to pay the notice;
- the institution receives the amount due.
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