Abstract
Segurança Social (Portugal's Social Security System) offers multiple service channels to the people. However, they were not perceived as a whole because the assistance was not standard, depending on the channel or person answering—leading to cumulative problems that could take months to resolve.We faced the complex nature of a big governmental organization. Our research made us more aware of people's general reluctance towards public institutions as they tend to expect poor quality service. We used the information from field research to create four prototypes that would bring tangible results to citizens and impact the institution's culture in the long term.Segurança Social has always been about resilience: the organization itself and the people it serves. Despite its flaws and fragilities, it's the social system that allows many to thrive. That's why we envisioned the system's sustainability, rooted in the workers' resilience and processes.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Ethnographic Praxis in Industry Conference Proceedings
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
