public sector design - driving internal and external change one step at a time
DESCRIPTION
Our presentation to Service Design 2012 in Melbourne. You can hear the audio of our presentation via our blog. Copy this link into your browser: http://designmanagers.com.au/?p=370TRANSCRIPT
PUBLIC SECTOR DESIGN Driving internal and external change one step at a time
W SDIPS (we love service design in the public sector)
It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
W SDIPS
Diagram adapted from model seen at Transform 2011 Conference Mayo
It’s possible to change the system through (sticky) steps
W SDIPS
It’s complicated
W SDIPS
It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
Case Study 1
INLAND REVENUE (NZ) Information Strategy for Small ���to Medium Enterprises
Case Study 1
HOW
WHAT
SO?
Insights & Frameworks Tangible social outcomes
It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
WAIT What’s a Service?
BUT What’s a Government Service?
BASICALLY THE SAME, EXCEPT
Choice Delivery Compliance
“I don’t have very high expectations
- if it works, it’s good”
“I have a knot in my stomach”
“They have the resources and responsibility to make it easier”
“With government, simplifying
doesn’t always mean no hassle”
“I’m OK with less frills if I can
just get it done”
AND HERE’S WHAT PEOPLE SAY:
It’s possible to change the system through (sticky) steps
Case Study 2
A DEFENCE AGENCY Executive Reporting Re-design
Case Study 2
HOW
WHAT
SO?
It’s possible to change the system through (sticky) steps
WAIT What’s a complex organisation?
Customers
Touchpoints
Operations
Strategy
Government
Customers
Touchpoints
Operations
Strategy
Government
Customers
Touchpoints
Operations
Strategy
It’s complicated
Case Study 3
MEDICARE Chronic Disease and Mental Health Care Plan Pathways
Case Study 3
HOW
WHAT
SO?
It’s complicated
INNOVATION shminnovation
PROCESS
Innovation is about creating new forms of value that anticipate future demands and expectations, and
propels systemic change
Quote adapted from Andrew Zolli
OUTCOME
Works / Doesn’t Fits / Doesn’t Elegant / Isn’t
Sustainable / Isn’t Correct / Incorrect
Better / Isn’t From Charles Owen
W SDIPS (we love service design in the public sector)
It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
W SDIPS
Diagram adapted from model seen at Transform 2011 Conference Mayo
It’s possible to change the system through (sticky) steps
W SDIPS
It’s complicated
W SDIPS
Thanks! Mel Edwards
@skewiff ���Justin Barrie ���
@JustinBarrie
@DMA_Canberra