Transforming Public Services By Design
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Transforming Public Services By Design
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Author : Sabine Junginger
language : en
Publisher: Routledge
Release Date : 2016-12-01
Transforming Public Services By Design written by Sabine Junginger and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-12-01 with Business & Economics categories.
For policy makers and policy implementers, design challenges abound. Every design challenge presents an opportunity for change and transformation. To get from policy intent to policy outcome, however, is not a straightforward journey. It involves people and services as much as it involves policies and organizations. Of all organizations, perhaps government agencies are perceived to be the least likely to change. They are embedded in enormous bureaucratic structures that have grown over decades, if not centuries. In effect, many people have given up hope that such an institution can ever change its ways of doing business. And yet, from a human-centered design perspective, they present a fabulous challenge. Designed by people for people, they have a mandate to be citizen-centered, but they often fall short of this goal. If human-centered design can make a difference in this organizational context, it is likely to have an equal or greater impact on an organization that shows more flexibility; for example, one that is smaller in size and less entangled in legal or political frameworks. Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Revenue Service (1978-1983), the Domestic Mail Manual Transformation Project by the United States Postal Service (2001-2005) and the Integrated Tax Design Project by the Australian Tax Office. These case studies offer a unique demonstration of the role of human-centered design in policy context. This book aims to support designers and managers of all backgrounds who want to know more about reorienting policies, organizations and services around people.
Transforming Public Services By Design
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Author : Sabine Junginger
language : en
Publisher: Taylor & Francis
Release Date : 2016-12-01
Transforming Public Services By Design written by Sabine Junginger and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-12-01 with Business & Economics categories.
For policy makers and policy implementers, design challenges abound. Every design challenge presents an opportunity for change and transformation. To get from policy intent to policy outcome, however, is not a straightforward journey. It involves people and services as much as it involves policies and organizations. Of all organizations, perhaps government agencies are perceived to be the least likely to change. They are embedded in enormous bureaucratic structures that have grown over decades, if not centuries. In effect, many people have given up hope that such an institution can ever change its ways of doing business. And yet, from a human-centered design perspective, they present a fabulous challenge. Designed by people for people, they have a mandate to be citizen-centered, but they often fall short of this goal. If human-centered design can make a difference in this organizational context, it is likely to have an equal or greater impact on an organization that shows more flexibility; for example, one that is smaller in size and less entangled in legal or political frameworks. Transforming Public Services by Design offers a human-centered design perspective on policies, organizations and services. Three design projects by large-scale government agencies illustrate the implications for organizations and the people involved in designing public services: the Tax Forms Simplification Project by the Internal Revenue Service (1978-1983), the Domestic Mail Manual Transformation Project by the United States Postal Service (2001-2005) and the Integrated Tax Design Project by the Australian Tax Office. These case studies offer a unique demonstration of the role of human-centered design in policy context. This book aims to support designers and managers of all backgrounds who want to know more about reorienting policies, organizations and services around people.
Multiplied
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Author : Ben Holliday
language : en
Publisher: Tpximpact Holdings Plc
Release Date : 2022-02-24
Multiplied written by Ben Holliday and has been published by Tpximpact Holdings Plc this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-02-24 with categories.
This book is for anyone that creates, delivers or supports public policy and services. It's about what the public sector, and everyone working with the public sector, does next, the future of digital transformation, and what we can learn from the biggest crisis in our lifetimes to date - the Covid-19 pandemic. At the heart of Multiplied is the belief that it's possible to do more, that by working in new and creative ways, we can increase the reach and impact of our work for people and the planet. How can we achieve this? Through the multipliers of: People: The importance of starting with user needs, and focusing on the outcomes services create. Teams: Aligning teams around shared goals and values, organising people in new ways, and working with modern technology. Participation: Putting citizens' lived experience and voices at the heart of change. Inclusion: Creating solutions that reach further, and that are more adaptable to everyone. Research: Working with insights from real life situations, understanding needs and context to deliver services that work best for people. Design: Taking a first principles approach to understand and reconfigure how public services work. Technology: Experimenting with new ways to build, configure and create value with technology. Data: Creating increasingly personalised services and experiences, built around personal data and insight. Delivery: Adapting and building on agile ways of working to deliver change faster, demonstrating and creating value incrementally. Knowledge: Working together, and in the open, through the sharing of insights and ideas, and with collaboration across services and new technology platforms.
Design For Policy
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Author : Christian Bason
language : en
Publisher: Routledge
Release Date : 2016-04-22
Design For Policy written by Christian Bason and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-22 with Political Science categories.
Design for Policy is the first publication to chart the emergence of collaborative design approaches to innovation in public policy. Drawing on contributions from a range of the world’s leading academics, design practitioners and public managers, it provides a rich, detailed analysis of design as a tool for addressing public problems and capturing opportunities for achieving better and more efficient societal outcomes. In his introduction, Christian Bason suggests that design may offer a fundamental reinvention of the art and craft of policy making for the twenty-first century. From challenging current problem spaces to driving the creative quest for new solutions and shaping the physical and virtual artefacts of policy implementation, design holds a significant yet largely unexplored potential. The book is structured in three main sections, covering the global context of the rise of design for policy, in-depth case studies of the application of design to policy making, and a guide to concrete design tools for policy intent, insight, ideation and implementation. The summary chapter lays out a future agenda for design in government, suggesting how to position design more firmly on the public policy stage. Design for Policy is intended as a resource for leaders and scholars in government departments, public service organizations and institutions, schools of design and public management, think tanks and consultancies that wish to understand and use design as a tool for public sector reform and innovation.
Are We There Yet
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Author : Martin Stewart-Weeks
language : en
Publisher: Public Purpose
Release Date : 2019-07-01
Are We There Yet written by Martin Stewart-Weeks and has been published by Public Purpose this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-01 with Computers categories.
Digital transformation across the public sector has stalled. After over 25 years of considerable time, money, and effort at national, state, and local levels, we’re still not 'there' yet. The reason is that successive waves of investment in digital transformation have focused largely on improving the transactional functions and activities of government. They have failed to embrace a bigger challenge - the need for governing and government to rethink a new 'theory of the business' - which that same revolution has caused and to which it is an inescapable part of the answer. This is a unique, timely, and distinctly Australian look at a global phenomenon by two 'reflective practitioners'. Their personal and practical experience of digital transformation in government and the public sector in Australia suggests it is a story missing half its plot. Packed full of insights from government and digital leaders from around Australia and across the world, this is a much-needed practical guide for public servants and leaders in any jurisdiction. It contains insights and ideas about the way digital technologies, and their associated tools, platforms, and cultures, are changing the business of governing and the design and delivery of public policy and services. "Are We There Yet? lucidly diagnoses how digital technologies, including AI and big data, are transforming the role of the public servant and the project of governance itself. Stewart-Weeks and Cooper describe the important shift from power to problem-solving and explain how to harness digital transformation to make government work better for all of us.” - Beth Noveck, author of Wiki Government, former Deputy Chief Technology Officer in the Obama White House, Professor in Technology, Culture & Society, New York University and Chief Innovation Officer for New Jersey "I've read a lot about the potential impact of digital technology on public services … this is the first book to persuade me that the power of digital, properly conceived, really can transform the nature of democratic governance." - Professor Peter Shergold AC, Chancellor, Western Sydney University, Former Secretary, Department of Prime Minister and Cabinet
Ai And The Future Of The Public Sector
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Author : Tony Boobier
language : en
Publisher: John Wiley & Sons
Release Date : 2022-09-07
Ai And The Future Of The Public Sector written by Tony Boobier and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-09-07 with Computers categories.
Discover how data, analytics, and AI will transform public services for the better In AI and the Future of the Public Sector: The Creation of Public Sector 4.0, renowned executive and consultant Tony Boobier delivers a comprehensive reference of the most relevant and central issues regarding the adoption and implementation of AI in the public sector. In the book, you’ll find out why data and analytics are the solution to significant and ongoing problems in the public service relating to its ability to effectively provide services in an environment of reduced funding. You’ll also discover the likely impact of future technological developments, like 5G and quantum computing, as well as explore the future of healthcare and the effective digitalization of the healthcare industry. The book also offers: Discussions of policing 4.0 and how data and analytics will transform public safety Explorations of the future of education and how ai can dramatically enhance educational standards while reducing costs Treatments of the internationalization of public services and its impact on agencies and departments everywhere A can’t-miss resource for public sector employees at the managerial and professional levels, AI and the Future of the Public Sector is an insightful and timely blueprint to the effective use of artificial intelligence that belongs in the bookshelves of policy makers, academics, and public servants around the world.
Human Centered Service Design For Healthcare Transformation
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Author : Mario A. Pfannstiel
language : en
Publisher: Springer Nature
Release Date : 2023-01-27
Human Centered Service Design For Healthcare Transformation written by Mario A. Pfannstiel and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-01-27 with Medical categories.
This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
Oecd Digital Government Studies Digital Government In Chile Improving Public Service Design And Delivery
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Author : OECD
language : en
Publisher: OECD Publishing
Release Date : 2020-05-30
Oecd Digital Government Studies Digital Government In Chile Improving Public Service Design And Delivery written by OECD and has been published by OECD Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-30 with categories.
This report presents a conceptual model for service design and delivery that challenges governments to develop a design-led culture and ensure access to the enabling tools and resources necessary to deliver services that improve outcomes, efficiency, satisfaction and well-being. This model is used to analyse the situation in Chile and provide recommendations about how the ChileAtiende service delivery network can bring the state closer to citizens through a simpler, more efficient and transparent approach.
Designing For Digital Transformation Co Creating Services With Citizens And Industry
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Author : Sara Hofmann
language : en
Publisher: Springer Nature
Release Date : 2020-12-01
Designing For Digital Transformation Co Creating Services With Citizens And Industry written by Sara Hofmann and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-01 with Computers categories.
This book constitutes the thoroughly refereed proceedings of the 15th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2020, held in Kristiansand, Norway, in December 2020. The 28 revised full research papers included in the volume together with 7 research-in-progress papers and 9 prototype papers, were carefully reviewed and selected from 93 submissions. They are organized in the following topical sections: digital public services; data science; design principles; methodology; platforms and networks; and service science. Due to the Corona pandemic this event was held virtually.
Building Digital Government Strategies
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Author : Rodrigo Sandoval-Almazán
language : en
Publisher: Springer
Release Date : 2017-08-01
Building Digital Government Strategies written by Rodrigo Sandoval-Almazán and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-08-01 with Law categories.
This book provides key strategic principles and best practices to guide the design and implementation of digital government strategies. It provides a series of recommendations and findings to think about IT applications in government as a platform for information, services and collaboration, and strategies to avoid identified pitfalls. Digital government research suggests that information technologies have the potential to generate immense public value and transform the relationships between governments, citizens, businesses and other stakeholders. However, developing innovative and high impact solutions for citizens hinges on the development of strategic institutional, organizational and technical capabilities. Thus far, particular characteristics and problems of the public sector organization promote the development of poorly integrated and difficult to maintain applications. For example, governments maintain separate applications for open data, transparency, and public services, leading to duplication of efforts and a waste of resources. The costs associated with maintaining such sets of poorly integrated systems may limit the use of resources to future projects and innovation. This book provides best practices and recommendations based on extensive research in both Mexico and the United States on how governments can develop a digital government strategy for creating public value, how to finance digital innovation in the public sector, how to building successful collaboration networks and foster citizen engagement, and how to correctly implement open government projects and open data. It will be of interest to researchers, practitioners, students, and public sector IT professionals that work in the design and implementation of technology-based projects and programs.