Case #2171.0

Bringing the Peruvian Government Closer to Its Constituents

Publication Date: January 8, 2020
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The Peruvian government saw the opportunity to leverage digital technologies to increase transparency, rebuild trust, competence and credibility, and get closer to its constituents. In October of 2016, with the mandate to "bring the Government closer to its citizens through innovation," the government launched the Innovation Unit. In Peru, there was an increasing disconnect between society, markets, and public institutions. Lower than expected economic growth, a growing number of middle class citizens with unmet aspirations, and corruption had widened the gap between government and its constituents. In 2015, almost 94% of Peruvians perceived their central government as corrupt (vs OECD average of 65%). With digital transformation leaders who included Daniella Raffo, Heidi Uchiyama, and Zoila Palma, the Peruvian government saw an opportunity to use digital technologies as one tool to tackle the challenge.

Learning Objective:
Understand how government can use human-centered approaches to develop digital products for the public good; Identify key challenges, including bureaucracy and politics, in product development; Understand product management concepts: discovery sprints, user experience research, agile, metrics, product roadmap, feature prioritization, design trade-offs, and stakeholder management.

Other Details

Case Author(s):
Santiago Melo and Kathy Pham
Faculty Lead:
Kathy Pham
Pages (incl. exhibits):