Category: Compliance and Public Service Thinking
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Having a service focus and a traditional organisational hierarchy – three uneasy tensions
Originally Published: Feb 2020 Generally in our work we focus on delivering results ‘in spite’ of the organisational hierarchy; building compelling design cases for focusing on service and delivering quality services. We aren’t naive about the importance and role of hierarchy, it’s just that with a sound evidence base, multi-disciplinary team and meaningful insights we…
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Forget Wicked Problems – Wicked Decision Making is what matters most
Originally Published: Mar 2018 “We need design to tackle the world’s wicked problems!” is the familiar catch-cry that we are used to hearing from designers. It is a noble call to arms. But what if we were at the point where Wicked Problems (as they have evolved in people’s approach to design thinking) ceased to…
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An Evolved ICT Management Model for Interactional Services
Originally Published: Apr 2017 In our first post we introduced the notion of service-based investment as a way of managing the maturity of digital into ‘interactional’ (not transactional) services. Our second post looked more directly at what we see as the impacts of the investment approach on the ICT Management Model and organisational design, specifically:…
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The New Digital Reality Requires A New Investment Model
Originally Published: Apr 2017 Previously, in The Digital Promise is now the Business Reality, we discussed how we have seen ‘digital’ mature and drive a service evolution – to make it possible to move from transactional to interactional services. The interactional service construct highlighted in our first post described a public service where: The Business’…
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The Digital Promise is now the Business Reality
Originally Published: Mar 2017 The public sector tends to organise in very similar ways and wrestle with very similar questions. Increasingly, as technology advances they are wrestling with questions like: What is our digital strategy? Where should our Chief Digital Officer sit? How do we manage digital in comparison with legacy IT? After a number…
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‘Show Me How’ – co-designing a healthy and active future with, and for young people
Originally Published: Nov 2018 For the past year we have been working closely with a multi-disciplinary health team made up or academics, researchers, health service deliverers and health promotion experts from the Inner West of Sydney, to co-design a program encouraging an active and healthy lifestyle for young people with young people. And now, after…
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From Design to Made – cut that ribbon!
Originally Published: Oct 2016 As a service designer you, funnily enough, design! You make sure there’s an intent, you understand the needs of your sponsor, stakeholders, users, you confirm your parameters and constraints and you use prototyping, iteration and testing to make your very best guess at what will work. You document it all in…
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Innovation – Two Perspectives: “The Movie”
Originally Published: Aug 2013 Back in July we posted about our presentation to GovCampAU. The themes for GovCamp were related to innovation and capability in the Public Sector, and we took the opportunity to present a case study on our work with the ATO in the area of service design and complex ICT delivery. Now,…
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Outside the box, but inside the triangle – the heart of public service design
Originally Published: Aug 2017 The only reason public service design takes place in the first place is because government has decided to offer a service. If there’s no government service, there’s no public sector service design. And at the heart of government services are rules and regulations. Even supportive services and information and education services…
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