Happily ever after : case study on family reunification
Pyysalo, Raimo (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019120925605
https://urn.fi/URN:NBN:fi:amk-2019120925605
Tiivistelmä
The Master´s thesis focused on a family reunification. Residence permit on the grounds of family reunification is applicable when family members follow an alien who has got a residence permit or who has got international protection. Residence permit applications are treated and decided by Finnish Immigration Service. The case study was a development project to shorten the management times of the family reunification applications. The key performance indexes were: number of decisions versus applications, number of decisions per case worker, and average management time.
Aim of the thesis and the main research question was what is the benefit of using service design methods and tools for developing governmental services. The supporting questions framed the focus: what is a customer satisfactory level, what are the bottlenecks in the family reunification process, and what are the issues affecting the application process delays from original petition to decision (both in organizational and service perspectives). Theory was based on trifold approach of service design as a discipline, description of family reunification, and organizational theory.
The research unified two different development frameworks. The double diamond and OODA-loop were combined to test how a service design concept works compared to a commonly used reference concept. The case study was divided to four phases; discover, define, develop, and deliver. Within the phases a number of service design methods were utilized and tested in practice.
The results analyzed the one-year long case study results. The results were quantitative and described with statistics-based figures and explaining text. The development project did achieve success but left room for further development. The results proofed that service design methods and tools were very useful for governmental service development. Service design should be an integral part of an organization and the service design thinking mindset should cover all service provision.
Aim of the thesis and the main research question was what is the benefit of using service design methods and tools for developing governmental services. The supporting questions framed the focus: what is a customer satisfactory level, what are the bottlenecks in the family reunification process, and what are the issues affecting the application process delays from original petition to decision (both in organizational and service perspectives). Theory was based on trifold approach of service design as a discipline, description of family reunification, and organizational theory.
The research unified two different development frameworks. The double diamond and OODA-loop were combined to test how a service design concept works compared to a commonly used reference concept. The case study was divided to four phases; discover, define, develop, and deliver. Within the phases a number of service design methods were utilized and tested in practice.
The results analyzed the one-year long case study results. The results were quantitative and described with statistics-based figures and explaining text. The development project did achieve success but left room for further development. The results proofed that service design methods and tools were very useful for governmental service development. Service design should be an integral part of an organization and the service design thinking mindset should cover all service provision.