{"id":5717,"date":"2025-12-19T15:42:06","date_gmt":"2025-12-19T14:42:06","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=5717"},"modified":"2025-12-23T12:48:00","modified_gmt":"2025-12-23T11:48:00","slug":"week-190-at-the-digital-service-notes-for-15-19-december","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2025\/12\/19\/week-190-at-the-digital-service-notes-for-15-19-december\/","title":{"rendered":"Week #190 at the Digital Service: Notes for 15\u201319 December"},"content":{"rendered":"\n

It\u2019s my last day of work for the year. I was scheduled to have Friday off, but there were too many tasks left on my list. So I am wrapping things up on the train on the way to the Swiss Alps.<\/p>\n\n\n\n

On Thursday, for lunch, we, as delivery heads, got together with our CPO Stephanie to sign off the year with a chatty meal.<\/p>\n\n\n\n

We all agreed that it was an intense 2025, and we felt stretched thin. We also anticipate that 2026 won\u2019t be any more relaxed than it has been, as we started working on some more high-profile work with the digital ministry.<\/p>\n\n\n\n

With further growth in our disciplines in the new year, we need to find effective ways to scale well. Some of us, as delivery heads, have 10 directs, and that is not sustainable.<\/p>\n\n\n\n

The engineering discipline began discussing a new career-path model and competency matrix on Thursday, which engineering co-head Mike architected. It looks at \u2018career\u2019 through the lens of learning, growth, impact, recognition, and reward. It shows people different pathways. Mike has been sharing snapshots of this work with me over the past few weeks, and we have discussed which good chunks of the framework apply to our discipline and where our setup differs.<\/p>\n\n\n\n

In the new year, Charlotte, Sonja, and I will work through the framework through our discipline\u2019s lens and share it with the designers and user researchers within the next quarter. That is relevant and timely, as \u2018I believe there are good career opportunities for me at DigitalService\u2019 is the statement ranked lowest in our engagement survey. What is noteworthy: there is a significant spread in responses, indicating that some see good-to-great career opportunities in the organisations, while others don\u2019t.<\/p>\n\n\n\n

I will drill deeper into the data. One hypothesis I have is that how people interpret the questions and their understanding of \u2018career\u2019 significantly impact the survey results.<\/p>\n\n\n\n

Putting our view on service out<\/h2>\n\n\n\n

My colleague Sabrina and I have sketched at least 3 versions of a blog post on services, service design and service thinking in the past 2 years. None was ever finished.<\/p>\n\n\n\n

With the incredible support of our comms team colleagues, we got the blog post over the finish line<\/a> just before the end of the week. It\u2019s titled \u201cHow good services strengthen trust in the state \u2013 and how we design them\u201d.<\/p>\n\n\n\n

In essence, there are only a few fundamentally new things in the post. We establish a service lens that we have not yet covered in any earlier blog post. So, it was about time. In the almost 2,000-word piece, we write about looking at them holistically, front-to-back, and across channels. The main argument we make is that the service experience of users, citizens and residents is a make-or-break factor for trust in the state and its institutions. Backed by data from D21 and the OECD, we have sound evidence now for these claims.<\/p>\n\n\n\n

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How #ServiceDesign and good services contribute to more trust in the state:Sabrina @feuerherd.bsky.social and I blogged in German \ud83c\udde9\ud83c\uddea on the @digitalservice.bund.de blog.We give an overview of whole services approaches and looked at studies from @oecdgovernance.bsky.social and @initiatived21.de.<\/p>— Martin Jordan (@martinjordan.com)<\/a> 2025-12-18T16:42:03.803Z<\/a><\/blockquote>