Innovation Through Managing Design Implementation: 4 Principles for Embedding Design

INNOVATION THROUGH MANAGING DESIGN IMPLEMENTATION

Innovation in Service Delivery Forum

18 June 2014

Service innovation can come from thinking, pilots, projects –

but real change comes from sustainable implementation.

Government

Customers

Touchpoints

Operations

Strategy

“By letting go of our view of ourselves as service deliverers in our own governmental constructs, to visually representing our integrated service offering as one government from a user perspective, we enable the beginning of a true cultural change.”

David Colussi, ACT Government, 2014

A Case Study

PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY •  For design to make a difference, Government should strongly

support a practical design and innovation agenda seeking tangible and agreed outcomes. ��

•  Design must be seen to deliver on outcomes or risk being seen as an ‘interesting rest’ from ‘real work.’

4 Principles for Embedding Design in the Public Sector

PRINCIPLE 2: RECOGNISE THAT THE PUBLIC SECTOR IS IN THE SERVICE BUSINESS •  Take a service system view across the complex public sector

organisation. Organise groups for service outcome rather internal systems, processes and touchpoints.


PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS THE CAPACITY FOR DESIGN •  Designers must earn the agency’s trust as they introduce

approaches which brings forward the customer and respects business position, aiming for short and sharp design processes.


PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE POLITICS AND POLICY •  There is a tendency for designers and organisations to put an

emphasis on the solution or the physical outcome when what is needed is the forming of new relationships or the development of existing policy. ��

•  Developing a concrete understanding of where design can add value and be procured or embedded is rudimentary to a good use of the skill set. This works in the favour of both the organisation and designer.


PRINCIPLE 1: APPLY DESIGN CONSCIOUSLY ��PRINCIPLE 2: RECOGNISE THAT THE PUBLIC SECTOR IS IN THE SERVICE BUSINESS ��PRINCIPLE 3: ENSURE THE PUBLIC SECTOR HAS THE CAPACITY FOR DESIGN ��PRINCIPLE 4: DON’T LET SOLUTIONS OVERTAKE POLITICS AND POLICY


Thanks! Mel Edwards

Justin Barrie

@DMA_Canberra designmanagers.com.au

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