The document discusses using service design approaches in the public sector. It provides background on StimuLab, an organization that works to develop innovative public services. It then describes challenges of projects having contained issues with a single owner versus complex issues with multiple stakeholders. Examples are given of projects that improved by better understanding user needs rather than making assumptions. Reflections note that finding flexibility in complex systems and cross-sector collaboration led to positive outcomes and further funding.

1. Hi!
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Understanding variations of
entanglement and complexity:
A way to influence expectations of
Service- and Systems Oriented
Design in public sector

3. Service Design Impact Report: Public Sector (2016)
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5. background
StimuLab mission:
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8. challenge
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Complex issues
Contained issue
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part-owners
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Huge variations in
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The National
Archives
Challenge:
CONTAINED ISSUE
SINGLE OWNER
Before: Wrong assumptions about
what to improve
After: Improved what works, became
more user-oriented, comprehensive
and reduced time.
Time spent: 5 months
reflections
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Driving License
Terms
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Challenge:
COMPLEX ISSUE
MULTIPLE PART-OWNERS
Before: The problem has been
reviewed for more than ten years.
After: Found the flex in a complex
system, became a program for cross-
sector development. Obtained
NOK 16 mill in funding for next stage.
Time spent: 10 months
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13. conclusion
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14. Thank you!
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