Service innovation can come from thinking, pilots, projects – but real change comes from sustainable implementation.

1. INNOVATION THROUGH
MANAGING DESIGN
IMPLEMENTATION
Innovation in Service Delivery Forum
18 June 2014

2. Service innovation can come
from thinking, pilots, projects –
but real change comes from
sustainable implementation.

3. Government
Customers
Touchpoints
Operations
Strategy

4. “By letting go of our view of ourselves
as service deliverers in our own
governmental constructs, to visually
representing our integrated service
offering as one government from a
user perspective, we enable the
beginning of a true cultural change.”
David Colussi,ACT Government, 2014
A Case Study

6. PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY
• For design to make a difference, Government should strongly
support a practical design and innovation agenda seeking tangible
and agreed outcomes.
• Design must be seen to deliver on outcomes or risk being seen
as an ‘interesting rest’ from ‘real work.’
4 Principles for Embedding Design in the Public Sector

7. PRINCIPLE 2: RECOGNISE THAT THE PUBLIC
SECTOR IS IN THE SERVICE BUSINESS
• Take a service system view across the complex public sector
organisation. Organise groups for service outcome rather
internal systems, processes and touchpoints.
4 Principles for Embedding Design in the Public Sector

8. PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS
THE CAPACITY FOR DESIGN
• Designers must earn the agency’s trust as they introduce
approaches which brings forward the customer and respects
business position, aiming for short and sharp design processes.
4 Principles for Embedding Design in the Public Sector

9. PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE
POLITICS AND POLICY
• There is a tendency for designers and organisations to put an
emphasis on the solution or the physical outcome when what is
needed is the forming of new relationships or the development
of existing policy.
• Developing a concrete understanding of where design can add
value and be procured or embedded is rudimentary to a good
use of the skill set.This works in the favour of both the
organisation and designer.
4 Principles for Embedding Design in the Public Sector

10. PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY
PRINCIPLE 2: RECOGNISE THAT THE PUBLIC
SECTOR IS IN THE SERVICE BUSINESS
PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS
THE CAPACITY FOR DESIGN
PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE
POLITICS AND POLICY
4 Principles for Embedding Design in the Public Sector

11. Thanks!
Mel Edwards
Justin Barrie
@DMA_Canberra
designmanagers.com.au
Article Location:
designmanagers.com.au We Share Articles and Publications