Transformation capabilities: Service Design (LGA)
Created By:
Guy Head
Guy Head
Last updated:
04 Mar 2024
Guide
An approach to designing services that improves the experience of the people using them.
What is service design?
Service design is an approach to designing services that improves the experience of the people using them.
It involves an understanding of end-to-end service delivery and looks at services from the eyes of the users of the service, and, where appropriate, those delivering it, with the aim of meeting user needs within the council’s strategic aims and considering known constraints.
Category:
Change approach » Customer focus
Change approach » Service focus
Characteristics » Role of the authority
Critical success factors » Getting the best from staff
Critical success factors » Leadership and management
Critical success factors » Approach to change