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Closing the Policy/Delivery Gap
Jess McMullin | Centre for Citizen Experience
@jessmcmullin
DesignMeets…Public Policy | Ottawa | November 11, 2013

#designmeets #citx
1
Hey!!

2
The gap between policy & delivery

3
87%

Of policymakers felt that
their policies were not
implemented in the way that
they had envisioned or
intended.

4
I have a confession…

5
I made that stat up.

6
Based on dozens of
conversations…

7
Policy in the world
is implementation

8
Policymaking disconnect
from the frontline.
+
Frontline lack of
understanding of policy
intent.
9
Design can help bridge the
policy / delivery gap.

10
Policymaking is a design process.

11
Service Architecture

12
Service Architecture Framework
13
Service Architecture vs.
Form
Function
Framing
14
Design+Policy Activities:
Facilitate
Collaborate
Innovate
Communicate
Evaluate
15
Design Methods for Policy
Field research
Codesign
Prototyping
Visualization
Meaningful Measures
16
Thank you! Merci Beaucoup!
Jess McMullin
The Centre for Citizen Experience
@jessmcmullin
Jess AT ctzn DOT ca
http://citizenexperience.com (.org coming soon)

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