In Partnership with:

Working Together: Innovation

and Digital Transformation
Session 3. Case Studies
Session 7: Session 7: Case Study 6 Argentina, Peru, Mexico
Lessons in building a Unified Government Website

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 NOTE:

Please spend 10-15 minutes to read / re-read the case

and reflect on the discussion questions below.

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 Learning Outcomes

Understand how government can use human-centered design and product management approaches to
develop a unified digital service by learning about approaches from three different countries.

There are lessons learned from similarities in digital transformation across three countries, as well as
critical differences unique to each region.

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 Overview of the case

Government digitization has proven to benefit both citizens and public agencies.

On the one hand, citizens are able to find a consistent interface and reliable
information on a single site and are able to access streamlined digital government
services.

On the other hand, centralized digital platforms enable governments to enhance

services, reduce costs, and improve citizens’ quality of life.

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 Overview of the Case

In addition, by centralizing infrastructure that all agencies can leverage rather

than having departments independently build from scratch, a platform approach
can dramatically reduce software spending and maintenance costs.

A unified government platform helps build interdepartmental relationships,

fosters a user-centric mindset within the government, and allows public entities
to focus their teams on their core services (education, health, etc.) rather than on
building individual digital presence

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 Case overview

Peru, Mexico and Argentina have led the way in digital transformation in Latin
America, and have been able to build and launch unified government websites in
short timelines by leveraging a user-centric approach.

It is important to note that all these teams first focused on the problem, not a
technical solution.

Building a unified government website was one of the mechanisms to address the
problem and goals

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Case overview

In Mexico, led by Yolanda Martinez and Alejandra Lagunes Soto Ruíz, the goal was to build a
new relationship between society and government, focusing on the experience of the citizen as
a user of public services.

In Argentina, led by Julian Rodriguez Orihuela, the goal was to inform and provide services to
citizens.

In Peru, led by Daniella Raffo, Heidi Uchiyama, and Zoila Palza, the goal was to bring the
government closer to its citizens through innovation.

It is important in all product development to first focus on the problem and the people, and
then see where technology fits to solve the problem.

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 Case Discussion Questions

What problems are being addressed in each of the 3 countries?

How did they go about solving these problems?

What strategies / approach did they pursue?

Were they successful ? Why or why not?

What factors can explain their success or failure?

What lessons can KSA learn from the 3 countries?

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 Case Discussion Questions

What problems are being addressed in each of the 3 countries?

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Case Discussion Questions

How did they go about solving these problems?

What strategies / approach did they pursue?

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Case Discussion Questions

What challenges did each of the 3 managers faced?

Were they successful ? Why or why not?

What factors can explain their success or failure?

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Case Discussion Questions

What lessons can KSA learn from the 3 countries?

How can you improve on what they have done?

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The Academy for Developing Administrative Leaders

Thank You