This is Sanjay Poyzer’s presentation from Service Experience Camp 2016 on Service Design for Government Services, held on Day 2 in Atelier.

1. Sanjay Poyzer
Service designer
Government Digital Service
@sanjaypoyzer

2. GDS
1. Service design for citizen facing services
2. Service design for government
departments
3. Discussion OR exercise

3. Service design for
government services

6. GDS
This is how government has approached
services in the past

7. GDS

8. GDS

9. GDS

10. GDS
This is how users see services

11. Sell a carStart a
business

12. Buy a
car

13. Employ
someone

14. GDS
A service is something that helps someone
to do something

15. How do we get there?

16. GDS
Services are designed whilst understanding
the wider context - the user journey.

17. GDS
We design everything the user
sees.
And everything they don’t.

18. GDS
That means that often a team is
working on a piece of a service,
not the whole picture.

19. GDS
It’s a service designer’s job to
understand the entire end-to-end
journey and simplify it for users.

20. GDS
We use context to help bring
thinking together.

21. Service design for
Common Technology
Services

22. GDS
We’re not here to just make
government technology cheaper.
We’re here to make it better too.

23. GDS
If we don’t make it better…
We’ll have to do it again.
Which doesn’t save money at all.

24. How do we do that?

25. GDS
We do blueprints. Which are kind
of like guidelines for how to buy
things. And set them up. And we
also help people get out of big
contracts. Also sometimes we
build things so departments
don’t need to buy them, but we
prefer buy over build, but only
when it’s a good buy…

26. GDS

27. GDS
Civil servants
& contractors
Gov dept.
CTS
Realises need
for tech
Uses tech Creates great
public services
Recognises the
need
Buy/build
tech
Supports
tech use
Supports
buying/
building
process
Recognises
End User
need

28. GDS
Civil servants
& contractors
Gov dept.
CTS
Realises need
for tech
Uses tech Creates great
public services
Recognises the
need
Buy/build
tech
Supports
tech use
Supports
buying/
building
process
Recognises
End User
need

29. GDS
Civil servants
& contractors
Gov dept.
CTS
Realises need
for tech
Uses tech Creates great
public services
Recognises the
need
Buy/build
tech
Supports
tech use
Supports
buying/
building
process
Recognises
End User
need

30. GDS
We design the end user service
We design and deliver the support
and guidance for departments
delivering the end user service

31. The end user service

32. GDS
End user services are things that
government staff need to do.
Print, Connect to wifi, Send email...

33. GDS
We map the user journeys.
The maps could be...

34. GDS
Loooooong diagrams

35. GDS
Spreadsheets

36. GDS
Screen-
shots

37. GDS
Just text

38. GDS
We map different
journeys for
different users.

39. GDS
We also map the components.

40. GDS
Some of these things
we do.
Some of them we
don’t.

41. GDS

42. The service we
deliver to
departments

43. GDS
We need to support departments
to put all these things together
and deliver excellent services.

44. GDS
That support needs to happen at
key parts of their journey.

45. GDS
1. Recognising the need
2. Requirement gathering
3. Buying the thing
4. Setting up
5. Measuring success
The department user journey

46. GDS
These journey
maps help us
discover what
support
departments
actually need.

47. GDS
“Everything is a service.
Your product (in itself) creates no
value.”
Jan Schmiedgen

48. Thanks!
Sanjay Poyzer
@sanjaypoyzer