{"id":6777,"date":"2026-08-30T10:47:00","date_gmt":"2026-08-30T08:47:00","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=6777"},"modified":"2026-09-05T21:12:42","modified_gmt":"2026-09-05T19:12:42","slug":"week-226-at-the-digital-service-notes-for-24-28-august","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/08\/30\/week-226-at-the-digital-service-notes-for-24-28-august\/","title":{"rendered":"Week #226 at the Digital Service: Notes for 24\u201328 August"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">This was a slide I added to the deck no more than 10 minutes before. I felt an urgency to do so.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-bluesky-social wp-block-embed-bluesky-social\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"bluesky-embed\" data-bluesky-uri=\"at:\/\/did:plc:cmith4m3qzwqeocqn2ptgwft\/app.bsky.feed.post\/3mtvpoh64k224\" data-bluesky-cid=\"bafyreidt6uxwhpdxw37tf6xyewwsqtm3imhndb5z6ohiq6zmz7qfgfdhde\"><p lang=\"en\">Bad services are expensive.Good services are effective.An eternal task: Explaining to people how to develop services well.Evidence-based work is more expensive than assumption-based work at first. But the result is a service that meets its goals. And that doesn\u2019t result in failure demand later<\/p>&mdash; <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft?ref_src=embed\">Martin Jordan (@martinjordan.com)<\/a> <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3mtvpoh64k224?ref_src=embed\">2026-08-25T11:29:01.503Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Arguing for service quality, again<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Bad services are cheaper at first. That is why our ways of working are constantly challenged. It takes more effort to follow an evidence-based approach when developing products and services. Hypothesis-based work is cheaper in the moment. But the bill arrives later and hits hard.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Bad services are more expensive later, while good services are effective. An apparently cheaper slop development ticks a box. Something gets launched. But it doesn\u2019t deliver measurable results. The consequence is failure demand, in which users are pushed to more expensive channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A good digital service takes a little longer to develop through a building, testing, and learning loop. It then proves its value through high user satisfaction and good digital take-up. You can measure its effect.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In recent weeks, we discussed this with colleagues across German government again. We see newly developed digital services lose 90% of their users in the journey from start to finish \u2013 because they integrate a failing common component or launch without basic quality assurance. The worst is: Senior leaders accountable for the work don\u2019t know or don\u2019t care. A lack of service quality isn\u2019t what makes the headline. No one gets in trouble for delivering a failing service. That is at least what I see.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It\u2019s the old capex vs opex issue. It\u2019s a different budget entirely. The upfront capital expenditure for building the bad service is lower. It saves money on the digital budget. Its budget owner is happy. They don\u2019t feel the pain of later failure demand, because the operational expenditure sits elsewhere. That\u2019s especially true in a federal system like Germany\u2019s. When the bad service fails, service delivery easily gets 15 times as expensive. Yet the public servants feeling the pain don\u2019t have sway over the digital budget owners. They cannot influence what gets commissioned in a distant part of the system.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Service Standard is there to change the system. That is why people are actively opposing it. Sometimes visibly, sometimes hidden. They don\u2019t want more upfront cost. They don\u2019t want more work. They don\u2019t want more checks. That is why we need to defend our work and constantly make the case for service quality.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In this week\u2019s service design training, we discussed what good looks like again. The energy in the room and the engaged discussions at the tables made me forget some of our struggles for change.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We ran the 5th edition of our introduction-level training in Germany. It was the second time people from other parts of government participated. They travelled across the country to be there \u2013 representing federal, state, and local levels. After the 2 days of active learning, the participants gave the training a superb 4.9 out of 5 ROTI score. Their return on invested time was huge, apparently.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At times, I feel tired and beaten, having to keep this endless fight for service quality. And then there are moments like the training that make me see the change in people and recharge my hope.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Reflecting on training<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">It was the 5th version of our introductory service design training in Germany. The first 3 editions we ran in English. Only last year did we develop a localised version of it. It was also the first time we opened it to other public-sector organisations. This time, we managed to widen the range of participants.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Having all levels of government literally there was great \u2013 as it allowed another degree of conversation that rarely happens otherwise. Legally, federal ministries aren\u2019t even allowed to bypass states when trying to talk to local government entities. As the training is about a third group work and another third discussion and reflection, there is plenty of time to interact and exchange experiences.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The new integration of the Service Standard into the training worked pretty well. We covered it at the start and, after each section, mentioned how an exercise, method, or tool links to a Service Standard point. The training links to 10 of the 13 points. The points we don\u2019t touch are point 5 on reuse, point 8 on data security and risk, and point 10 on open source. Given it\u2019s a service design-focussed training, that seems fair.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-bluesky wp-block-embed-bluesky\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"bluesky-embed\" data-bluesky-uri=\"at:\/\/did:plc:cmith4m3qzwqeocqn2ptgwft\/app.bsky.feed.post\/3mtveq4ngd22e\" data-bluesky-cid=\"bafyreiejyenwlnko57nfrpnztwax5s36bo53okypsolnmpoekpcgscdtbq\"><p lang=\"en\">It\u2019s starting! Our newly iterated \u2018Introduction to #ServiceDesign\u2019 training is kicking off this morning!After 8 years, we finally wove in the #ServiceStandard and linked the exercises to specific points.It\u2019s terrific to keep iterating it together with Sabrina @feuerherd.bsky.social.<\/p>&mdash; <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft?ref_src=embed\">Martin Jordan (@martinjordan.com)<\/a> <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3mtveq4ngd22e?ref_src=embed\">2026-08-25T08:13:06.420Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">As time allowed, I spent over an hour with the 2 training participants from IT.NRW. That\u2019s the state-owned IT and digital provider of the State of North Rhine-Westphalia, the largest state in Germany, with a population of 18 million. In an organisation of about 3,000 people, they are part of a more experimental project unit of 100. They handle some projects with political criticality and try to build their user-centred design capacity and capability with more strategic foresight.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I was delighted to see them making the effort to travel through half of Germany to participate. They took plenty of notes from our conversation, and I hope to stay in touch with them as their organisation develops a range of justice and social services across the country. Their interest in following the Service Standard is vital, and hopefully more of their colleagues will join a future edition of the training as well.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Checking in on patterns, guidance and playbooks<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Things are moving. And I am glad it\u2019s not me who has to move these things. Instead, I can be the person who provides feedback and helps them progress.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Designer Benedikt and I checked in with the Service Standard team on implementing the open roadmap pattern. It\u2019s fairly finished now. So, within the next couple of months, we plan to<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>have the work on the open roadmap pattern shared in our all-hands to inform everyone in the organisation<\/li>\n\n\n\n<li>have the pattern live on at least 2 of our service pages<\/li>\n\n\n\n<li>have the pattern documented and integrated into <a href=\"https:\/\/www.designsystem.gov.de\/\">designsystem.gov.de<\/a><\/li>\n\n\n\n<li>have written a blog post about open roadmaps, why they matter and how to do them<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The order of these things is less important.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Service Standard team might be able to <a href=\"https:\/\/servicestandard.gov.de\/ueber\/#das-gibt-es-bereits\">refresh the current pattern<\/a> within the next few sprints. Maybe the <a href=\"https:\/\/zfl.bund.de\/ueber\/daran-arbeiten-wir\">team behind the center for legal drafting<\/a> will be faster, though. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the meantime, service designer Lea has been making good progress with a playbook for designing services around life events. She is aiming to have a 60% version ready in the next few weeks for teams to offer feedback on. Its chapter structure will be straightforward: awareness, diagnosis, progression to the next level, actionable tools for teams. We plan to use the next session of the internal service design community of practice on 10 September to share a version with interested colleagues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Lastly, content designer Linn went through the feedback with me for the \u2018naming services\u2019 guidance I drafted earlier in August. Most comments are addressed, as they made plenty of sense. Only a few points remain open, but I should not have to spend too much time on them. We still aim to publish the guidance in the first half of September.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">On Monday, I will help sort Service Standard and related service-quality work across different units at the digital ministry.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On Tuesday, I will welcome our first 5 new starters of the month. One more person will be joining us mid-September.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On Wednesday, I will participate in an exchange with Dutch colleagues working on gov.nl. They are interested in learning from our work on <a href=\"https:\/\/gov.de\">gov.de<\/a>. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">I also need to reach out to other Dutch colleagues as I am planning the next international call, which has been overdue. I would love to hear from people who have worked on life-events-related service work.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>For the 5th time, Martin co-ran the GDS-developed \u2018Introduction to service design\u2019 in Germany. For the first time, it was deeply intertwined with the Service Standard. He also reflected on the lack of interest in service quality and people rejecting the standard. <\/p>\n","protected":false},"author":1,"featured_media":6810,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-6777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-weeknote","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Week #226 at the Digital Service: Notes for 24\u201328 August - Verwaltungsgestaltung \u2022 Notizen<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/08\/30\/week-226-at-the-digital-service-notes-for-24-28-august\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/#\\\/schema\\\/person\\\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #226 at the Digital Service: Notes for 24\u201328 August\",\"datePublished\":\"2026-08-30T08:47:00+00:00\",\"dateModified\":\"2026-09-05T19:12:42+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/\"},\"wordCount\":1307,\"publisher\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/wp-content\\\/uploads\\\/2026\\\/08\\\/Gute-Services-Schlechte.jpg\",\"articleSection\":[\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/\",\"url\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/\",\"name\":\"Week #226 at the Digital Service: Notes for 24\u201328 August - Verwaltungsgestaltung \u2022 Notizen\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/wp-content\\\/uploads\\\/2026\\\/08\\\/Gute-Services-Schlechte.jpg\",\"datePublished\":\"2026-08-30T08:47:00+00:00\",\"dateModified\":\"2026-09-05T19:12:42+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/2026\\\/08\\\/30\\\/week-226-at-the-digital-service-notes-for-24-28-august\\\/#primaryimage\",\"url\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/wp-content\\\/uploads\\\/2026\\\/08\\\/Gute-Services-Schlechte.jpg\",\"contentUrl\":\"https:\\\/\\\/verwaltungsgestaltung.de\\\/notizen\\\/wp-content\\\/uploads\\\/2026\\\/08\\\/Gute-Services-Schlechte.jpg\",\"width\":2500,\"height\":1667,\"caption\":\"2 people \u2013 a man and a woman \u2013 talking in front of a TV set that shows a slit-coloured slide saying \u201cBad services are expensive. 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