Designing a digital citizen-centered service

In this article, we described the framework, methodologies and stakeholders' inclusion methods that should be applied to design a social and digital service. Based on the literature review, we compared existing theoretical models to an ongoing development of a social innovation aiming to improve the current elderly-benefit statement process through citizen-driven digitalization. Theoretical concepts and models were applied to a work in progress project. As a result, we propose a new framework to assist project managers and policymakers who design digital services. The originality of the methodology used is the application of diverse theories such as service design, design-thinking, user-centered design, social innovation and stakeholders' inclusion. The key outcome was the proposal of a comprehensive framework with relevant methodologies depending on the project phases. The stakeholders' involvement and interactions were also linked to the project phases of a citizen-centered service design deployed in a complex ecosystem. The numerous stakeholders' contributions during the service design were also studied, presenting their involvement during each project phase. Finally, we discussed the issues related to the governance of such a service. Its successful implementation and inclusion in an eGovernment platform are deeply linked to the agreement and cohesion of all stakeholders.