Service Design in The Public Sector
In the last few years, the public sector has expanded, with new investments in hospitals, schools, cultural institutions and security infrastructures. The number of jobs in public services has also grown. Such growth is also associated to a large and rapid social change, that is calling for a re-organization of the welfare state. In this context governments are explicitly considering service design for the re-organisation of public services.
Some recent documents of the British government (United Kingdom Prime Minister Strategy Unit 2007; Public Administration Select Committee, 2008) explore the concept of "user-driven public services" and scenarios of highly personalized public services. The documents propose a new view on the role of service providers and users in the development of new and highly customised public services.
This view has been explored by recent works of the and in the initiative in UK. In those works and in of redesign of public services, the approach has been based on users’ participation and active interaction with the service. The new approach has been illustrated by several authors.
Clinical service redesign is an approach to improving quality and productivity in health. A redesign is clinically led and involves all stakeholders (e.g. Primary and secondary care clinicians, senior management, patients, commissioners etc.) to ensure national and local clinical standards are set and communicated across the care settings. By following the patient's journey or pathway, the team can focus on improving the patient experience and outcomes of care.
Inland Revenue New Zealand has a dedicated Service Design & Implementation group, with separate streams focusing on government, customers and transformation design. Specific design methodologies have been adopted and are being continuously tested.
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