Public sector design: Driving internal and external change one step at a time

Service Design in the public sector is gaining traction but the renewed language of innovation and the track record of the public sector (sometimes) talking a lot and doing little means Service Design and Designers risk being lost in the ongoing discussions about methodology and capability instead of doing what they do best – making a difference to and for people.

In this presentation, Mel Edwards and Justin Barrie from DMA use examples of public sector service design to highlight how Service Designers are making a difference at the different levels and scales of complex organisational change processes – sometimes at a significant distance from what we’d normally consider a traditional service focus.

Mel and Justin will discuss:

• Why public sector service design is important and what opportunities ‘making a difference at different levels and scale’ can present
• How this ‘difference’ can be achieved, for example by:
• Mapping a complex user experience through a rapid research exercise ultimately intended to improve both internal process and government policy
• Representing customer experience from a service design perspective utillised by multiple projects over time to draw on and shape different service and legislated outcomes
• Visualising organizational capabilities to enable an Executive to make decisions that ultimately shape the ability of an agency to deliver services to citizens
• Expanding the understanding of a connector agency on how a process they provide to other departments/agencies is part of a boarder citizen service experience
• What the future is for public sector design and how it is linked to the growing discussion around innovation