Talk: The long slog of public service design

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2 people, a woman and a man, speaking in a bigger space with wooden panels in front of a dozen people – both speaker raise their hands; slides in the background say" “Now, keep your hands up if …”
Photo: Hazal Arpalikli

Back in September, Kara and I gave the first version of our ‘long slog of public service’ talk in Edinburgh at the ‘Service Design in Government’ conference.

Now, the recording is available.

The session description says this:

Designing public services is difficult, slow and frustrating. That’s because changing how a service works end-to-end, front-to-back, and across channels doesn’t happen in a snap.

Instead, it takes countless people from various organisations and backgrounds to change just a tiny part of it.

With services tied to policy, funding cycles and parliamentary terms, dealing with these factors can be tricky when you want to improve outcomes for people. This session tells stories about how to keep momentum and get things done.

Building new digital transactions is often fast and sometimes easy. Changing the rest of the service is not. Redesigning a letter, replacing a legacy IT system, or getting a revised piece of legislation in front of parliament to get rid of wet signatures can take several months or, more likely, years.

Reworking how a service works end-to-end, front-to-back, and across channels takes enormous resilience, stamina and persistence.”

We had good conversations following the talk, at and after the conference. And we will put the content of the presentation into writing shortly.

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Kategorisiert in English, Vortrag