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Service Design and the Public Sector Web

October 28, 2010 | Posted by Jess McMullin on Events, Gov 2.0, Methods | 0 comments

Friday October 22 I had the great fortune to spend some time with the Alberta Municipal Web Group, a loose collective of local government web teams that shares best practices and case studies with each other and also brings in experts to share know-how and insights. I shared time on the agenda with case studies from Grande Prairie and Calgary as well as Edmonton’s CIO Chris Moore and Gov 2.0 evangelist and San Francisco civil servant Adriel Hampton.

I talked about the opportunity for local government web teams to start thinking about the citizen experience holistically – not just online. In about an hour I covered some basic principles from service design and we had a conversation about how public sector web teams can start to think beyond digital.

Here’s the deck from the day:

Service Design and the Public Sector Web

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About Citizen Experience

The Centre for Citizen Experience explores how to improve government and the broader public sector through the power of design innovation. This includes design thinking, strategic design, systemic design, and service design. These design practices draw on customer experience, social sciences, rapid prototyping, business strategy, behavioural economics, and information visualization to address complex social and organizational challenges.

Fundamentally, design is about improving how things work for people. In the public sector, that means applying design to service delivery and strategy, governance, policy and frontline programs, growing internal design capability, changing culture and supporting public service transformation.

Please get in touch to discuss how design innovation can make a meaningful impact in your organization.

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