Description:
Local government services were designed for a different age, for citizens with different expectations and for a different financial environment. Redesigning services with users and citizens at the core means that local government can gain a better understanding of the true impact of services, people’s needs and how services can be delivered most effectively.
Service design principles are gaining traction in central and local government alike and is well-used in the private sector, but how can local politicians, managers and strategists make the most of this discipline. This course will teach you the basics of service design, where the skills will be useful in local government and how to get the most from in-house teams or external consultants.
This will be an interactive session with plenty of opportunity for discussion and sharing experiences. We encourage you to bring potential challenges ready to discuss.
Programme
9.30 Registration and Coffee
10.00 Warm up
10.15 Why do Service Design?
10.45 Fundamentals of Service Design 1/2
11.30 Coffee break
11.45 Fundamentals of Service Design 2/2
12.30 Q&A
12.45 Lunch
1.15 Introduction to User Centered Research
2.00 Understanding user journeys
2.45 Q&A
3.00 Coffee break
3.15 Spotting Service Design challenges in your local authority
3.45 How to write a good Service Design brief
4.00 Q&A
4.15 Closing session
4.30 Finish
