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Workgroup to leverage two years of experience in Los Angeles County Department of Public Social Services in applying design thinking (d.school) and planning development to over 20 projects tackling questions/problems in delivering effective human services. The workgroup held its first "meeting" via a statewide webinar hosted from the administrative headquarters of the Los Angeles County DPSS offices. Over 20 participants represented counties from North, Central and Southern California. A future webinar is planned for the third week of January 2014 and regularly throughout the year.
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d.school in Human Services
Local introduction of d.school
• Design Thinking is used as a problem‐solvingtool to design solutions for Departmentalchallenges.
• d.school elements:– Empathy– Understand needs– Facilitates channel to encourage and filter input– Create targeted improvements/solutions to meet needs
Local introduction of d.school
• Executive management acceptance • Teach it!• Create awareness• Build credibility
Key Factors of Design Thinking
Testing and learning is encouraged rather than waiting to implement a perfect plan
• Thinking in action• Creativity and inspiration• Collective brainstorming • Rapid prototyping
Design Thinking applied to DPSS Human Services
• Application to core Departmental areas: – Customer Service– Program Redesign– Line Operations– Administrative Planning
TSE Project: Program Redesign
Challenge• Design an effective subsidized employmentprogram that would foster successful long‐term job placement opportunities forparticipants and mutually benefit employersand the County.
Lancaster Project: Customer Service and Line Operations Challenge:• Community advocates expressed concernswith the level of customer service provided atthe District.
• Low employee morale while striving tokeep up with high caseloads and help participants.
Adaptation of Design Thinking
• Learned process• Personalize process to specific operations• Adapt process to meet departmental needs• d.school ambassadors
County’s experience with Design Thinking