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Public Sector Design - Driving Internal and External Change One Step at a Time

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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=370

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Public Sector Design - Driving Internal and External Change One Step at a Time

  1. 1. PUBLIC SECTOR DESIGNDriving internal and external change one step at a time
  2. 2. W SDIPS(we love service design in the public sector)
  3. 3. W SDIPS It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
  4. 4. W SDIPSIt’s possible to change the system through (sticky) steps Diagram adapted from model seen at Transform 2011 Conference Mayo
  5. 5. W SDIPSIt’s complicated
  6. 6. Case Study 1   It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
  7. 7. Case Study 1  INLAND REVENUE (NZ)Information Strategy for Small to Medium Enterprises
  8. 8. HOW
  9. 9. WHAT
  10. 10. SO?Insights Frameworks Tangible social outcomes
  11. 11. It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
  12. 12. WAITWhat’s a Service?
  13. 13. BUTWhat’s a Government Service?
  14. 14. BASICALLY THE SAME, EXCEPT
  15. 15. Choice Delivery Compliance
  16. 16. AND HERE’S WHAT PEOPLE SAY: “They have “I have a knot the resources andin my stomach” responsibility to make it easier”“I’m OK with less frills if I can “With government,just get it done” simplifying doesn’t always mean no hassle” “I don’t have very high expectations - if it works, it’s good”
  17. 17. Case Study 2   It’s possible to change the system through (sticky) steps
  18. 18. Case Study 2   A DEFENCE AGENCY Executive Reporting Re-design
  19. 19. HOW
  20. 20. WHAT
  21. 21. SO?
  22. 22. It’s possible to change the system through (sticky) steps
  23. 23. WAITWhat’s a complex organisation?
  24. 24. Customers Touchpoints Operations Strategy
  25. 25. Customers Touchpoints Operations Strategy Government
  26. 26. Customers Touchpoints Operations Strategy Government
  27. 27. Case Study 3   It’s complicated
  28. 28. Case Study 3   MEDICARE Chronic Disease and Mental Health Care Plan Pathways
  29. 29. HOW
  30. 30. WHAT
  31. 31. SO?
  32. 32. It’s complicated
  33. 33. INNOVATIONshminnovation
  34. 34. PROCESS
  35. 35. OUTCOME Innovation is aboutcreating new forms of value that anticipate future demands and expectations, andpropels systemic change Quote adapted from Andrew Zolli
  36. 36. Works / Doesn’t Fits / Doesn’t Elegant / Isn’t Sustainable / Isn’t Correct / Incorrect Better / Isn’t From Charles Owen
  37. 37. W SDIPS(we love service design in the public sector)
  38. 38. W SDIPS It’s driven by social outcomes (that means it’s about citizens and the organisation that delivers the services)
  39. 39. W SDIPSIt’s possible to change the system through (sticky) steps Diagram adapted from model seen at Transform 2011 Conference Mayo
  40. 40. W SDIPSIt’s complicated
  41. 41. Thanks!Justin Barrie Mel Edwards @JustinBarrie @skewiff @DMA_Canberra

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