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

Who should attend?

This seminar will be of value to anyone who is interested in understanding the potential of service design for local government improvement. It will be of use to both Members and Officers to help them identify challenges which can most benefit from service design approaches and to help get the most out of developing service design skills in-house or with consultants.

Session facilitated by

The course is co-led by a service designer and local government policy and performance expert in order to provide both service design and local government perspectives.

Sebastian Nause-Blueml: Sebastian is a service designer and co-founder of Copenhagen based service design agency Tackle. He has worked on numerous public sector projects in the UK, including developing service design skills in-house with a London borough and re-designing services from witness information to refugee settlement. He is also a partner in CoCare with the LGiU, Kingston Council and Cubicus - a service design led digital project focused on delivering outcomes focus to home care. He has an MA in Service Design from the Royal College of Art.

Inrgid Koehler: Ingrid is the Service Innovation Lead and the LGiU project member for CoCare. She has a long career in local government performance improvement and innovation. Her specialist policy areas are adult social care and digital technology, but has worked on most local government services through her time at the IDeA, LGA and Audit Commission.