From procedures to services

This working paper analyzes the difference between conceiving the relationship between the State and individuals as a sum of procedures or as services that help achieve a goal. Based on the experience of the UC Public Innovation Lab supporting various public institutions in the design of their service models, it systematizes 10 lessons learned for designing people-centered services, including: organizing the offering around needs and life stages, moving from a reactive to a proactive State, considering users' self-efficacy, maintaining in-person service, distinguishing between transactional and relational services, incorporating assisted referrals between institutions, aligning improvements with measurement and incentive systems, and making processes visible during waiting times.