Department of Motor Traffic launches public call for feedback on services

• Citra Lab utilises human-centred design to transform DMT into a more citizen-centric and digital institution

The Department of Motor Traffic (DMT) has launched a public call for feedback on its services. 

The department is designing a five-year transformational roadmap with Citra Social Innovation Lab and is calling for public input on key areas to provide a more citizen-centric and digital service to the public. All citizens who have received services are requested to provide their feedback at www.drivelk.com.  

The DMT is utilising systemic thinking and human-centred design approaches facilitated by Citra Lab in developing its strategic plan for the next five years. 

Citra, a joint initiative of the State Ministry of Skills Development, Vocational Education, Research and Innovation and the United Nations Development Program (UNDP) in Sri Lanka, previously assisted the DMT in re-engineering its service delivery for obtaining driving licenses at the DMT Werahera Service Centre. The Lab is now supporting the DMT in becoming a more citizen-centric and digital institution within the next five years.  

Apart from getting public input, Citra Lab together with DMT, are also mapping out the available resources across all 26 service centres of the DMT to assess the digital readiness of the department to take on increased avenues of digital service delivery. Digital interventions will be designed based on these assessments along with public feedback to ensure the effective implementation of revised processes across the country. 

DMT officials will also participate in Citra Lab’s NextGenGov Fellowship Program on foresight and innovation for public sector excellence to introduce DMT officials to innovative approaches and practical tools they can utilise in their work at the department.  

 Speaking on the need for a transformational roadmap DMT Commissioner General Sumith Alahakoon said: “The DMT has been successful in processing the large volume of applications it receives but there is an urgent need to use innovative approaches to redesign the delivery of our services. Citra Lab has supported us in this transformational journey by using systemic processes and innovative approaches that highlighted the user’s perspective. The five-year strategic roadmap for the DMT therefore, will ensure the people of Sri Lanka are at the centre of DMT’s processes. I urge all citizens who have used DMT’s services to support us in this journey by sharing your input at www.drivelk.com.”

 Highlighting the momentum for change UNDP Sri Lanka Resident Representative Robert Juhkam said:  “The DMT is a front-line service that many citizens interact with on a regular basis. The transformation of the DMT to a more user focused and digital department will therefore act as a model for other government institutions to emulate. We’re very pleased to be supporting this process by providing innovative approaches through the Citra Social Innovation Lab of the Government of Sri Lanka and UNDP.” 

Commenting on the collaboration, State Ministry of Skills Development, Vocational Education, Research and Innovation Additional Secretary (Research) Deepa Liyanage said: “The public sector needs to think differently to effectively address the challenges they face. We’re pleased that Citra Lab could assist in this process by providing innovative approaches to ensure citizen-centric service delivery for the Department of Motor Traffic.”  

Citra Lab and DMT will utilise design thinking tools to prototype and test solutions to effectively address public concerns identified through the public survey on DMT’s services within the next five years. Together with its wide network of partners, Citra works towards embedding foresight and innovation within the public sector as a whole by strengthening institutions, building capacity and re-engineering processes.