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INNOVATION THROUGH MANAGING DESIGN IMPLEMENTATION
Innovation in Service Delivery Forum
18 June 2014
Service innovation can come from thinking, pilots, projects –
but real change comes from sustainable implementation.
Government
Customers
Touchpoints
Operations
Strategy
“By letting go of our view of ourselves as service deliverers in our own governmental constructs, to visually representing our integrated service offering as one government from a user perspective, we enable the beginning of a true cultural change.”
David Colussi, ACT Government, 2014
A Case Study
PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY • For design to make a difference, Government should strongly
support a practical design and innovation agenda seeking tangible and agreed outcomes. ���
• Design must be seen to deliver on outcomes or risk being seen as an ‘interesting rest’ from ‘real work.’
4 Principles for Embedding Design in the Public Sector
PRINCIPLE 2: RECOGNISE THAT THE PUBLIC SECTOR IS IN THE SERVICE BUSINESS • Take a service system view across the complex public sector
organisation. Organise groups for service outcome rather internal systems, processes and touchpoints.
4 Principles for Embedding Design in the Public Sector
PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS THE CAPACITY FOR DESIGN • Designers must earn the agency’s trust as they introduce
approaches which brings forward the customer and respects business position, aiming for short and sharp design processes.
4 Principles for Embedding Design in the Public Sector
PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE POLITICS AND POLICY • There is a tendency for designers and organisations to put an
emphasis on the solution or the physical outcome when what is needed is the forming of new relationships or the development of existing policy. ���
• Developing a concrete understanding of where design can add value and be procured or embedded is rudimentary to a good use of the skill set. This works in the favour of both the organisation and designer.
4 Principles for Embedding Design in the Public Sector
PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY ���PRINCIPLE 2: RECOGNISE THAT THE PUBLIC SECTOR IS IN THE SERVICE BUSINESS ���PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS THE CAPACITY FOR DESIGN ���PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE POLITICS AND POLICY
4 Principles for Embedding Design in the Public Sector
Thanks! Mel Edwards
Justin Barrie
@DMA_Canberra designmanagers.com.au
Article Location:
designmanagers.com.au > We Share > Articles and Publications
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