Service Design for Government Services / Sanjay Poyzer
-
Upload
service-experience-camp -
Category
Government & Nonprofit
-
view
220 -
download
4
Transcript of Service Design for Government Services / Sanjay Poyzer
Sanjay PoyzerService designerGovernment Digital Service@sanjaypoyzer
GDS
1. Service design for citizen facing services2. Service design for government
departments3. Discussion OR exercise
Service design for government services
GDS
This is how government has approached services in the past
GDS
GDS
GDS
GDS
This is how users see services
Sell a carStart a business
Buy a car
Employ someone
GDS
A service is something that helps someone to do something
How do we get there?
GDS
Services are designed whilst understanding the wider context - the user journey.
GDS
We design everything the user sees.
And everything they don’t.
GDS
That means that often a team is working on a piece of a service, not the whole picture.
GDS
It’s a service designer’s job to understand the entire end-to-end journey and simplify it for users.
GDS
We use context to help bring thinking together.
Service design for Common Technology Services
GDS
We’re not here to just make government technology cheaper.
We’re here to make it better too.
GDS
If we don’t make it better…
We’ll have to do it again.
Which doesn’t save money at all.
How do we do that?
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…
GDS
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
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
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
GDS
We design the end user service
We design and deliver the support and guidance for departments delivering the end user service
The end user service
GDS
End user services are things that government staff need to do.
Print, Connect to wifi, Send email...
GDS
We map the user journeys.
The maps could be...
GDS
Loooooong diagrams
GDS
Spreadsheets
GDS
Screen-shots
GDS
Just text
GDS
We map different journeys for different users.
GDS
We also map the components.
GDS
Some of these things we do.
Some of them we don’t.
GDS
The service we deliver to departments
GDS
We need to support departments to put all these things together and deliver excellent services.
GDS
That support needs to happen at key parts of their journey.
GDS
1. Recognising the need2. Requirement gathering3. Buying the thing4. Setting up5. Measuring success
The department user journey
GDS
These journey maps help us discover what support departments actually need.
GDS
“Everything is a service. Your product (in itself) creates no value.”
Jan Schmiedgen
Thanks!
Sanjay Poyzer@sanjaypoyzer