Most of government is mostly service design most of the time. Discuss.

Without exception, everyone I meet in the public sector wants to help make their service better. Most of them are in some way frustrated. The domain is massive and the activities disjointed. People engaged in any given service - from users and frontline workers down to managers and policymakers - can go for months on end … Continue reading Most of government is mostly service design most of the time. Discuss. →

90% archaeology: my notes and reflections on Service Design in Government 2015

There's never been a more exciting time to be designing services in the public sector. But it can still be a lonely existence - in any organisation, a small number of advocates may find themselves trying to shift a large mass with plenty of inertia. The Service Design in Government conference that I attended last week has an … Continue reading 90% archaeology: my notes and reflections on Service Design in Government 2015 →