Service design for better stakeholder consultation

Service design for better stakeholder consultation

A project in cooperation with the European Commission Secretariat General (SG), to improve the support to stakeholder consultation.


Mainstreaming effective stakeholder consultations

The Better Regulation Package (BRP) has introduced several changes and innovations related to the stakeholder consultation process. Operationalising and mainstreaming
these changes across the Commission presents important challenges, ranging from the uptake of new procedures by the European Commission Services, to a change of culture towards the integration of consultation and engagement of stakeholders as essential elements of better policy development and implementation.

The Secretariat General of European Commission, in charge of the development and coordination of the Commission policy on stakeholder consultation, has developed a set of services such as guidance materials, trainings and on demand support for the European Commission Services responsible for running stakeholder consultations. A Stakeholder Consultation Coordinators Network (SCCN) has also been established. Despite this, the team is facing a clear challenge to respond to all the needs and demand for support received on a regular basis.


Co-design of innovative support services

Starting from the existing set of services deployed by the SG and a review of the needs of the European Commission staff in charge of running stakeholder consultations, the project aims to co-design, prototype and test possible innovations and improvements in the services provided by the SG. Solutions range from process redesign, to new services and to new tools to support the service delivery.


Design thinking

The project is based on design thinking and user centered service design. Service design tools (e.g. user journeys, personas, etc.) have been used to discover needs and constraints experienced by the DG’s throughout the stakeholder consultation process. This approach allows to identify entry points for improvements and to map assets, such as peer knowledge and good examples, that can be leveraged for developing new services. The most promising innovation ideas are then prototyped and tested before their final delivery.

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