THE PROJECTS FROM PAST
The Royal Institute of Management has collaborated with diverse industries in Bhutan in finding the solution for the various challenges faced by different organizations in the past
Project Description
Subsidized Rural Timber Permit Application Process Experience Design
How might we create seamless user experience in availing subsidized Rural Timber and promote sustainability.
Project Lead
- Chonga Zangpo, RIM
- Jasraj Limbu, Thimphu Thromde
- Chencho Dorji, PSGRD
- Kinely Dem, DoFPS
Project
The RIM in collaboration with Royal Civil Service Commission (RCSC), Public Services and Grievances Redressal Division (PSGRD) under the Cabinet Secretariat and Department of Forest and Park Service (DoFPS) studied the citizens’ experiences with the subsidized rural timber permit application process. The project adopted the Design Thinking approach to conduct the study and design the service experience for our citizens.
The project was conducted in 2018.
Problem
The rural citizens are provided with subsidized rural timber for construction of rural homes by the Royal Government of Bhutan. The responsibility of timber allotment is mandated to the Department of Forest and Park Services (DoFPS) and allotment is done on a seasonal basis based on the guidelines of the department. However, in the process of application for the permit, there were a lot of citizens’ grievances about the processes and the steps being too many and complicated and therefore citizens often missing out the application window of season.
There were also issues of citizens being unaware about the processes, clearances and documentation required, and citizens experiencing disjointed services due to multiple agencies involved in the process who were often functioning in silos.
Purpose
The purpose of the project was to understand challenges and pain points of the citizen in the process of applying for subsidized rural timber permits and design a seamless service experience for citizens.
Process
The project adopted Design Thinking methodology. To better understand the overall environmental trends, STEEP (social, technological, ecological or environmental, economic and political) analysis was conducted. Stakeholder analysis and the current user experience mapping was conducted to better understand the user experience journey.
To further develop empathy and understand the challenges and pain points of the citizens, field observation and in-depth user interviews were conducted for 78 users from four key stakeholder groups. Four key stakeholder groups were identified from three regions – central, western and southern Bhutan.
The field observations data and user interviews were used to uncover the insights and deep needs of the four stakeholder groups. The solutions and deliverables were designed based on the insights and deep needs of the citizens (service users).
Deliverables
The key deliverables of the project included overall redesign of application processes to provide seamless citizen experiences. This included pre-application intervention, during the application and post-application. Pre-application interventions were to make citizens informed about the processes, while during the application was about one stop service point for seamless and ease of all the allied services. This required overall redesign of the service processes and system integration.
The implementation of deliverables were championed by the client agency in collaboration with the citizen service points or centres.
Project Details
Client: DoFPS, PSGRD
Project Description
Collaborative Kolkata Referral Experience Design
How Might We make the Kolkata patient referral experience a pleasant experience for both the patient and the patient escort?
Project Team
- Namgay Dem
- Yeshey Khando
- Sonam Wangchuk
Project
The RIM in collaboration with RCSC and the JDWNRH has reviewed the User Experience of the Bhutanese patients who are referred to various hospitals in Kolkata for medical interventions. The project was conducted from 2018 to 2019.
Problem
The Royal Government of Bhutan refers patients outside Bhutan requiring super specialty treatment and the majority of the patients are referred to Kolkata. The Royal Government of Bhutan spends millions every year to ensure that Bhutanese citizens get access to medical facilities that are not available in the country. However, the patients and the patient escorts found the system of referral to be ambiguous, unfriendly for the common citizen, and stressful, both physically and mentally.
Some of the constraints faced while trying the address the problem were the remoteness of the location of the hospitals and the hospitals being outside the jurisdiction of RGOB.
Purpose
The goal of the User Experience design for the Patient Referral system was to make the referral system more transparent and the journey less painful and stressful by ensuring that the patients and the escorts can easily access all the relevant information for their treatment and the journey.
Process
Several Design Thinking methodologies were applied to deliver the solution concepts which include stakeholder analysis, deep user interviews of 36 users, document reviews, field observation of the journey where the researchers traveled more than 18 hours in the bus the patients and escorts used, hospitals, guest houses, and shadowing of the liaison officer in Kolkata.
Deliverables
Some of the key solution components for this project were:
- Strengthen the Referral Unit
- Formalize the Roles and Responsibilities of the relevant concerned agencies
- Selection and placement of credible LOs
- Put in adequate logistic arrangements
Rounds of co-creation presentations were repeated till the solution concept was accepted by the client.
Project Details
Client: JDWNRH
Project Description
Waiting Experience Design at JDWNRH
How Might We reduce waiting time for patients visiting JDWNRH?
Project Team
Kuenga Yangki
Garab Dorji
Sonam Wangchuk
Sonam Tshewang
Ugyen Tshering
Pelden
Jigme Choden
Project
The RIM in collaboration with RCSC and the JDWNRH has reviewed the patient waiting time and Experience at OPD in JDWNRH. The project was conducted from 2017 to 2018.
Problem
The Jigme Dorji Wangchuck National Referral Hospital (JDWNRH), while it is the national referral hospital, it also serves as the Dzongkha (District) hospital due to which the OutPatient Department (OPD) has high patient load leading to long waiting hours. Due to overcrowding at OPD, patients go to hospital as early as 6 Am in the morning, while the hospital hours begin at 8:30, hence the long waiting hours. This has been the main pain point of the patients visiting the hospital.
Purpose
The objective of the project is to study the user experience at OPD and enhance the user experience by exploring the relevant solutions and reduce the waiting time.
Process
Several Design Thinking methodologies were applied to deliver the solution concepts which include stakeholder analysis, deep user interviews of 26 users, document reviews, field observation of patients while availing OPD service.
Deliverables
Some of the key solution components for this project were:
Appointment System
Conducive waiting facility
Signage and Direction
Interpersonal Communication Training
Amenities like canteen, easily accessible washroom, etc
Rounds of co-creation presentations were conducted with the stakeholder and the solutions were refined.
Project Details
Client: JDWNRH
Project Description
How Might We implement a seamless user experience patient information system?
Project Lead
Kuenga Yangki (RIM)
Garab Dorji (MoH)
Pelden (JDWNRH)
Project
The RIM in collaboration with RCSC and MoH has studied the opportunities to enhance healthcare service with use of technology as part of the 12th Five Year Plan flagship program. The study was conducted in 2018.
Problem
Currently, existing e-health solutions include DHIS2, RCDC Surveillance System, Laboratory Information System (LIS), Picture Archiving and Communication System (PACS), Health Help Center (HHC) System, Telemedicine Solutions, Blood Transfusion System, DocApp, Inpatient Department (IPD) Reporting System in JDWNRH, eBMSIS among others are being used by different program in silos while burdening the end user in the health centers with multiple systems.
Despite these developments, there remains challenges around health information system and quality services delivery, which include paper-based approach, lack of patient-based data platform, poor patient follow-up practices and poor treatment outcomes, indirectly resulting in inefficiencies and ineffectiveness in the delivery of healthcare to the people. Given this background, the Ministry of Health endeavors to introduce electronic Patient Information System (ePIS) that shall cater to improved access to quality of data, generate evidence-based information for medical interventions, research and decision-making, thereby, contributing to achieve the overall national health goal of Universal Health Coverage (UHC).
Purpose
The objective of the project is to Institute a single point electronic health record system to enhance quality healthcare by minimizing medical errors, eliminating duplication of patient information and to produce evidence-based data for medical interventions, enhanced continuity of care, research, and decision-making.
Process
Several Design Thinking methodologies were applied to deliver the solution concepts which include stakeholder analysis, deep user interviews of 101 users, document reviews, and field observation.
Deliverables
Some of the key solution components for this project were:
Patient information security
Uninterrupted service delivery
User friendly system that cater to different tiers of health care systems
Motivate and Inspire HCP to continue to work towards better implementation of ePIS
Rounds of co-creation presentations were conducted with the stakeholder to refine and validate the solutions.
Project Details
Client: MoH